The following instructions are for using our Remote Help program.
DO NOT attempt to run this software without first
discussing it with one of our Support Technicians. You will not be
able to use it unless you call first to schedule with a Technician
and receive a Password. Then you need to follow these
EXACT instructions in order for the system to work
properly.
Call support to
schedule a session with one of our Support Technicians to receive
instructions and a Password.
When the
Technician tells you to start...
You will need to
CLICK
HERE to download our Remote Help program to your
computer.
When it is finished, you will see the screen below.
Now, click on "Run" and the program will run.
You will then see
the screen shown below with a list of possible technicians.
Select the
Technician's name that you are working with by clicking on their
name using the Left Click button. Now type the password you have
received from the Technician in the white box next to
"Password".
Once you are
ready, click on "Start" and you will see the screen below that
shows it is attempting to connect.
Once this screen disappears, the Technician that you are working
with should be able to see and control your computer.
Please take your hands off the touchpad or mouse and let the
Technician operate your computer.
NOTE: If you use a Personal Firewall program such
as in Norman Security Suite, which we highly recommend, you will
see a screen asking for permission. Please make sure that you
select "is a permanent rule." and click on "Allow". Once you click
on "Allow" the Technician that you are working with should be able
to see and control your computer.
If you do not
have a Personal Firewall program installed, then you will not see
this permission window. Our Technician will now guide you through
the rest of the process, which usually means he will ask you
certain questions about what he is seeing on your computer and
possibly give you tips on how to avoid the problems you are getting
in your software. Our Technician will do the rest of the work.
