Problem | Possible Cause | Where to Check | Solution |
|---|---|---|---|
When you join or having a Live Help session, an error message indicating that "Screen Transfer is suspended" is displayed. | The Live Help Client cannot obtain screen information because another operator has remotely connected to the Terminal Services on the Client computer. | Isn't there any other operator who has connected to the to Terminal Server Console session of the Client computer before you join or having the Live Help session? | On your computer: Click the Leave session button to leave the session. On the Client computer: locally unlock the computer. Refer to the section "Connecting to the same server using Terminal Services and Live Help" in Support for Terminal Services for further details. |
The Live Help Client cannot obtain screen information because a user other than the first logged in user is working on the Client computer by using Fast User Switching feature. | Isn't there a user other than the first logged in user working on the Client computer by using Fast User Switching feature? | On the Client computer, locally switch to the user who logged on to the computer first. Refer to the section Switching user in Notes on Logging Off and Switching User on Client Computer for further details. | |
The Live Help Client cannot load the Live Help module for screen transfers because the system resources available on the Client computer are not enough. | Isn't the system of the Client computer running out of the system resources? | Close other applications running on the Client computer, and join the Client session again. |
