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The remote screen is frozen and it will not come back. How can I fix this?

Cause :
 
This occurs when either the Viewer has encountered an error or the customer’s PC is not working properly (BSOD, network down, etc.) Most often, this is due to sudden increase in the network traffic or unstable system.
 
 
Resolution :
 
  -   Check the status of customer PC, reboot if necessary and establish a new connection.
  -   If the problem is the Viewer, then force close the Viewer from Task Manager and reconnect with the customer.
  -   If the problem is the network, then either wait for 1~2 min until the network stabilize or contact the network administrator.