FAQs

Q1: How does the service work?

A1: Once you connect to the Remote Technical Support service, you are prompted to download a small plug-in that allows us to view your screen 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 you look through files without my knowledge?

A2: No. We only see what you see on your computer screen. Before the session begins, we’ll ask you to close all documents with private information.

Q3: How is security maintained?

A3: You and Geek For Hire are connected through a communication server. The screen data is encrypted and can only be viewed with GoToAssist software. After the session we can no longer see your screen or access your computer.

Q4: What are the minimum requirements for my computer and Internet connection for a Remote Technocal Support Session?

A4: You will need:

• PC: Windows XP, Vista, Windows 7, Windows 8.1, Windows 10, or Windows Server 2003, 2008 or 2012
  – or –
• 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 virus free?

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 session?

A7: The Remote Technical Support plug-in stays on your computer but does not work without a new encryption key, which requires you to request a new session. Screen-sharing must be initiated by you, not Geek For Hire.