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‘Session ended’ overlay, ‘Couldn’t reach the live-stream server’, Reconnect

You might be here because: “Session ended” · “Couldn’t reach the live-stream server” · “Reconnect button doesn’t work” · “the video link expired” · “screen went dark with an X” · “The live connection closed” · “it keeps saying reconnecting”

Short answer

“Session ended” means the browser behind this window really stopped — the overlay’s recap line says why (inactivity, time limit, no Mac free, and so on). Close the window and launch the profile again. The other messages (“Couldn’t reach…”, “connection closed”) are about the video link, not the session: press Reconnect first.

Check first

  • Read the line under “Session ended” — it is the actual reason.
  • Is your own internet connection up? The live view needs it even though the browser runs elsewhere.
  • App up to date, and signed in?

Likely causes and fixes

  1. The session is over. The overlay is the single source of truth when the session is terminal; it wins over every “reconnecting” state. Common recap lines: “Closed after inactivity”, “Session time limit reached”, “No Mac was free to start this session”. Fix: Close, then Launch again. Reconnect cannot revive an ended session.

  2. “Couldn’t reach the live-stream server — check your connection, then Reconnect.” A network or timeout error reaching the stream. Fix: check Wi-Fi/VPN on your computer, then Reconnect.

  3. “The live connection closed — Reconnect, or close this window if the session ended.” A transport drop. Reconnect.

  4. “This session’s video link expired — relaunch the profile to continue.” The window’s video token cannot be refreshed in place, so Reconnect would loop; relaunch the profile.

  5. “That session has ended. Launch the profile again to start a new one.” Shown when opening a window for a closed or expired session.

If it still fails

If Reconnect fails repeatedly while the Sessions tab still shows the session as running, press Talk to a person in this chat (or open Help) and include the session id, the exact overlay sentence and the time. Nothing here requires an account action.