Separate the two applications in the report
Suppose a browser can play a programme but an agreed Quick Assist session never connects. The useful observation is that one application and destination work while another fails. Note whether Quick Assist opens, produces a code, waits for permission or disconnects after joining. Those stages give a helper or administrator more information than an undifferentiated statement that the internet is working.
Check documented prerequisites through the proper channel
Microsoft’s technical guide says both parties need access to required service endpoints over HTTPS on port443. It lists the remote-assistance service alongside sign-in, communication and other dependencies. The current application also uses Edge WebView2. A managed computer may have policies controlling installation or network access, so give its administrator the exact stage and error rather than disabling protection or changing a router at random.
Treat installation and connection as different outcomes
Microsoft documents WebView2 as built into Windows11, while the Windows10 Store app checks for it and may install it on launch. If a component error is actually shown, use the official installation guidance for that condition. If the application opens normally but cannot join, report the connection symptoms instead. After an approved correction, repeat the same small support task and confirm both permission and connection behaviour. Do not use a working entertainment stream as the sole test that remote assistance has been restored.
Questions, answered
Should I turn off the firewall because the video player still works?
No. Record the failed stage and have the authorised administrator check the documented application requirements.