Protocols when screen sharing with Quicken Support

DoctorBrown

As most know, but for those that may not:

When you contact Quicken Support, they may ask to share your screen with them. This is accomplished by going to Help > Contact Support > Share Screen … When the connection is established, this is shown by a red box around the border of your screen.

What I would like to know is what should happen when the support session ends. I just got off chat with an agent. He closed the chat, but the red box remained. Assuming that the red box indicates that the sharing is still active, I couldn't find a way to force close the sharing. I even quit Quicken. After about 5 minutes the box went away.

I couldn't find any information on this on the support knowledge base. Does anyone have an insight into this? Is there a way of force the sharing closed? Other than logging out or a shutdown.

Quicken Kristina

Hello @DoctorBrown,

Yes, the red border around your screen serves as a visual indicator that the screenshare is active. If an agent says they disconnected, but you still see that red border, it could be network latency. However, you can also check to see if you still have a 2nd Quicken window. If you do, pulling up that window should give you an option to end the screenshare. If the red border still won't go away (or you're not seeing the option to end the screenshare), then I recommend restarting your computer, since that will force any active screenshare session with Quicken to disconnect.

I hope this helps!

DoctorBrown

Thanks for the reply. Yes it does. I auto hide my taskbar and may have missed a minimized Quicken window. I also tend to keep several app open so restarting is inconvenient. I try to avoid that. Hence the ask for definitively terminating the share screen process.

DoctorBrown

I was online with Quicken support again and, yes, there is a second Quicken window that allows you to end the session.

Quicken Kristina

Thank you for the follow-up,

I'm glad to hear you were able to find the window that gives you the option to end the screenshare.

If you need further assistance, please feel free to reach out!