In 3 different instances over the past few months, I've been unable to start a remote support session on someone's Windows 10 computer. I have them go to logmein123.com and give them a pin and have them download the applet. When they run it, they get a UAC prompt that they accept. However on my end, it looks like they haven't accepted the prompt and I am given the option to either restart the applet as a System Service or launch a session without admin permissions. Either way I do it, the session does not start. When I try to launch a session it says "waiting for customer permission to remote control desktop" but even after they accept the prompt explaining what remote support entails, nothing happens.
The way I get around it is to have them log in with a different profile, and then go through the same process and it connects fine and then I am able to switch back to theirs. So it seems like it is profile-specific but it happens on multiple PCs. it also happens on newly created profiles which makes it seem like it isn't a profile corruption issue. This just happened to me today on a new PC.
It seems like it is a bug with the software. Is there anything that can be done to fix this? I've tried turning off Windows defender and Webroot antivirus but it hasn't helped.