Timeout Settings
Overview
This article explains the timeouts that can end a ScreenMeet Remote Support session, which ones you can configure in the Admin Console, and what each one reports as the session end reason. It is written for ScreenMeet administrators who review session history or tune session behavior for their organization.
Two kinds of timeout apply to a session. Platform timeouts are fixed and protect against sessions that are left open with nobody attached. Organization timeouts are set under Remote Support Settings in the Admin Console and govern sessions that are still in use.
Agent Disconnect
Agents may leave a session at any time by closing the browser tab. Closing the tab does not end the session. The session ends only when an agent selects End Session, when the end user ends it, or when a timeout closes it.
If no agent is viewing the session for 30 minutes, the platform closes the session automatically. In session history the end reason for this case is maximum idle time reached. This timeout is fixed and does not use the organization's Session Idle Time-out Seconds value.
End-User Disconnect
If the end user disconnects unexpectedly, for example because of network loss, a system reboot, or an application crash, the session remains active for ten minutes so the end user can reconnect. A reboot requested by the agent through the session toolbar reconnects automatically within this window.
If the end user does not return within ten minutes, the session closes automatically. The end reason in session history is user connection timed out.
Extending the reconnection window
While waiting for the end user to return, agents can extend the reconnection window in increments of 5, 10, or 20 minutes using the controls in the lower-right corner of the session toolbar. Each extension adds to the remaining time.
Organization Timeouts
The following timeouts are configured per organization under Admin Console > Remote Support Settings. They apply only while the session is in the state described in the table.
| Setting | Default | When it applies | End reason in session history |
|---|---|---|---|
New Session Timeout | 3,600 seconds (1 hour). Maximum 172,800 seconds (48 hours) | Counts from session creation. Closes the session if no one connects within the limit. | New session timeout |
Session Idle Time-out Seconds | 14,400 seconds (4 hours) | Counts while both an agent and the end user are connected and there is no activity in the session. | session idle timeout reached |
Auto-close Timeout Duration (sec) | 60 seconds | Counts after the session ends. Closes the end-user application. | Not applicable |
Session Idle Time-out Seconds does not extend a session that has no agent attached. The 30-minute Agent Disconnect timeout applies independently of this setting.Behavior Reference
Use the end reason recorded in session history to identify which timeout closed a session.
| End reason | Meaning | Configurable |
|---|---|---|
closed by agent | An agent selected End Session. | Not applicable |
User ended session | The end user closed the session from their device. | Not applicable |
maximum idle time reached | No agent was viewing the session for 30 minutes. | No |
session idle timeout reached | Both parties were connected with no session activity for the configured Session Idle Time-out Seconds. | Yes |
user connection timed out | The end user disconnected and did not reconnect within the reconnection window. | Agents can extend per session |