How a remote support or training session works

We offer a unique online support service where we phone you at the scheduled time and then log on with you - just like visiting your office - without any travel time or cost.

Once we schedule a support session you will receive an email with a URL and a PIN code. Follow the URL and enter the unique PIN code (this changes every session). We use a 3rd party system called ‘LogMeInRescue’ to securley manage the remote sessions, there’s no software to install or purchase, all you need to do is download an run the small web application - once it closes there os no remaining software on your system.

The screen shots below describe each step and what to expect.

After you enter the PIN and click on Connect, you will be prompted to run the web applet – Again, there’s nothing to install, you just need to download and run the applet. Click on the alert bar and click on download file

You will now be prompted to save or run the file, click on run

There will now be a security warning, again, click on run

Depending on your security, windows may ask to block or unblock the applet from your firewall, click on Unblock

You will now be talking direct to your support technician via the remote support software

Your technician will start the remote support session; you will be prompted to start. Click ok

Your desktop will go black, and the technician now has shared control of your computer to help you with you issue or to start the training

You can end the remote session at any time by closing the ‘log me in rescue’ chat window

After the session has finished you can leave feedback on your experience