v5.0 Session Stuck - Unable to Connect to End-user

Unable to reset a session that is stuck.  End-user stopped the session, restarted PC, restarted the console.  Tried reconnecting to the open session, states, "this session is no longer available".  This 5.0 is very frustrating as most of the tools are not available, but it is the only G2A tool that works with W11 laptops???

I need to be able to connect to my end-user quickly to resolve the issue and not have to deal with a ton of issues to get connected.  If the issues are not resolved, I will look for another reliable solution.

Please advise, asap.