During this “stay-at-home” phase, we’re using our computers more than ever. What may have been a minor glitch has turned into a major headache, now that you’re working from home. If you have an internet connection, our Online Remote Support Service can be your solution.
We’ve been providing remote support for years, and that might be just what you need. Using our live remote-assistance tool, we can view your Mac or PC desktop and control your mouse and keyboard to help find an answer. We generally use the GoToAssist tool from Citrix.
We’ve provided Remote Support as far away as Dublin, Ireland, when a family member was there. More recently we provided support to Rochester, NY, Washington State, Florida, and many other locations.
And, unlike other companies, once we terminate the remote session, we’re not able to reaccess your computer unless you provide explicit permission.
How Remote Support Works:
- You pre-schedule an appointment with us.
- Our support team will direct you to the support website, and give you a code to start the session.
- Once we have your permission, the support tech can view your screen and share control of your mouse and keyboard.
- You have full control of your computer and can end the session at any time.
- Then we’ll take care of your issues. If the problems can’t be resolved online, we’ll be upfront with you about what your next steps should be. Sometimes we need to be onsite to fix certain problems. Sometimes the computer just needs to be replaced. But we’ll do everything we can to get you up and running again.
- We terminate the session and will no longer have access to your machine.
- If you have a new issue, you will need to repeat the same process.
Read some of our Testimonials.
Q1: How does remote support service work?
A1: Once you connect to the service, you’ll be prompted to download a small plug-in that allows us to view your desktop and share control of your mouse and keyboard. You can take control by moving your mouse. You are in charge at all times.
Q2: Can we look through files without my knowledge?
A2: No. Your support rep only sees what you see on your computer screen. Before the session begins, you should close any documents with private information.
Q3: How is security maintained?
A3: You and the support representative connect through a communication server. The screen data is encrypted and can only be viewed with GoToAssist software. After the session, your support rep can no longer see your screen or access your computer.
Q4: What are the minimum requirements for my computer and Internet connection?
A4: You need:
- PC: Windows XP, Vista, Windows 7, Windows 8.1, Windows 10, or Windows Server 2003, 2008 or 2012
- Mac OS® X v10.5 or later
- Stable Internet connection (at least 64kbit/s) with a cable modem, ISDN, DSL or better
- Modern Web browser: The current version of Mozilla Firefox, Google Chrome, Safari or Internet Explorer 8 or above
- Ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server — We will explain this if there is an issue.
Q5: Is the plug-in safe from viruses?
A5: Yes, the plug-in is safe. We’re very concerned with Internet safety and perform regular virus checks and updates. If you see a warning message on your screen, that is a default message from your browser for all executable files.
Q6: What is the size of the file that I will download?
A6: The file size is about 2.5 MB.
Q7: Are there any files left on my computer after the remote support session?
A7: The plug-in stays on your computer but does not work without a new encryption key. If you need remote service again, then you will receive a different encryption key. Screen-sharing must be initiated by you, never the support rep.