stuck on creating support session

The computers are on different client networks.  Windows 10 machines OK no issues.  Looking at Windows 11 machines the services are all running and the only give away is that the "GTA" icon is missing from the taskbar.  We have Group Policies to ensure that the icon is always displayed.  I recall something like this before.  One test we have run is to completely remove GTA from the windows 11 machines.  Some have had GTA added back by using "unattended installer file" and some by doing starting a remote session using "Instant remote support" then requesting unattended access.  Done this on a couple of different client networks with the same security settings and so far, the only machines to drop off are the ones installed from the installer file.  Just done a check and can confirm that we have lost contact with all using the file but all others still responding and showing up in console.