after Connecting and service mode kicks in - Grey screen loading - but still connected

after Connecting and service mode kicks in - Grey screen loading - but still connected

HI ,

I have been remoting into a client machine with no issue till this morning. once I elevated to service mode, it keep loading a grey screen for 2-4 mins before occasionally dropping the connection then reconnect again with the grey screen of loading..

However the user could still see me moving the mouse. I just could not see anything. I tried to reload browser but no change. I tried different sessions but no change. I tried other techs to remote in and same thing.

Is there something in the user's APPDATA that we can delete to reset it for the user ?
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