Network disconnects when using remote assistance

[hadeel]

Hi,

i have a problem on my PC with Remote Assistance.
i work in the end user support so i need to use it alote.
the problem is that when ever i use the remote assistance my PC totaly disconnects from the internet!
can anyboady help me to solve this problem?

thanx

 

[mgp1964]

What OS are you using?
What type of network connection are you using?
Hardware?

 

[hadeel]

Windows 7 and I’m using the companies local network.

 

[mgp1964]

If this is a company network then I would suggest you contact you company support team, it may be a network issue sucj as a bad nic, patch cable, cable run, switch port, vlan and the list goes on of possible problems.

 

[hadeel]

i am one of the support team, but i don't know what the problem is

 

[mgp1964]

Open a CMD window and type in " ping <ip address or url> -t " and let it run for a minute or so and observe the times, to stop the ping just press ctrl+c.
Another thing to try would be " tracert <ip address or url> " and watch the hops to see if there are any drops along the way. These two things will test the network and let us know if it is a network issue or your pc that may be the problem.

 

[hadeel]

Everything is fine with the connection, it only disconnects when i use windows remote assistance, it connects for a while then i lose control and my PC disconnects from the internet. How can I fix this problem?

 

[mgp1964]

Sounds like some setting in remote desktop,
How long before you lose connection after making a remote connection?
Any error messages?
Can you reestablish the connection again?

 

[hadeel]

Like about 10 seconds, no errors appear but the whole internet disconnects.
After it disconnects I run the network troubleshoot and it gets fixed with no errors.