Loses remote mouse & keyboard during session

Running Rescue with a new customer  (Window laptop).  On this one computer we are having a problem with customer’s laptop losing mouse/keyboard function (happens within 15-20 minutes, often initially on connection).  Have not found a reason but I asked the local  IT tech if he could connect an external mouse & keyboard  which is working  normally - for sessions that are  days long.  This is not a great long term solution for a senior manager.

I saw a CENTRAL post that referenced a keyboard and mouse setting;  not found in RESCUE however.   I would appreciate any suggestions or solutions       THANKS