Hello ​@JMarshall 51398c4 sau23. Great question! Users should not need to be on the same network as the person initiating the remote support session. As long as the end-user agrees to the remote support request, the session can be established and their computer can be paired with the initiator, no matter where they are network-wise.

If you are finding otherwise, please report back and I can gather additional information for you!

Best,
Ashley

Thanks for the info Ashley. It looks like it’s working now.