Hi Olga,

Thanks for the post!

It is not sure how long the device will take to cancel the session. However, you can force the device to drop the Remote Control connection by sending a script command 'disconnect' telling the device to disconnect and then 'connect' after that. 

Let me know if this solution works for you.

Regards,

I tried it, it hasn't changed

Have you tried doing a soft reset on the device?

Hi Olga,

Can you please raise a support case(click here) or call SOTI Support team(click here) as this needs further troubleshooting to get it fixed? 

Regards,

You can Press left CTRL while you start the remote connection.

This should kick the other one from remote control and lets you connect.