Remote Assistance support allows us to assist you by viewing your Windows or Macintosh-based computer system to diagnose problems and more quickly work towards a solution without being onsite. To start a session, we will provide you a Support Key. You then initiate the support session using the form below.
Frequently Asked Questions
Question: What client platforms are supported?
Answer: Windows XP Home, Windows XP Pro, Windows Vista (all editions), Windows 7 (all editions), Windows Server 2003 (all editions), Windows Server 2008 (all editions except core-only mode), Windows Server 2008 R2 (all editions except core-only mode), and Macintosh OS X 10.x.
Question: What do you see on my screen?
Answer: We see the entire desktop of your computer, including the desktop, start menu, taskbar, open applications, multiple monitors, etc.
Question: Will you be able to type and use a mouse?
Answer: Yes, both of us will share the keyboard and mouse functions. In fact, this can sometimes cause issues if both parties attempt to use the same device at the same time. It is best to let us direct the activity to minimize the time it takes to resolve your issue.
Question: Can you reconnect using this software at a later date?
Answer: Unless specifically arranged with your permission in advance, we are unable to connect to your machine without you first initiating the connection after the session is disconnected.
Question: Do I need to make changes to my firewall to let you access my computer?
Answer: Not in most cases. Since you initiate the connection, much like browsing websites, you are able to connect to us. If you are unable to browse to various websites, then it is unlikely you will be able to connect to us.
Question: What if you are unable to connect to my computer?
Answer: Then an alternative method will likely be required, such as adjusting your firewall, working on-site, using different technologies to connect, or working without the benefit of seeing your screen. Note that these methods are often not ideal since it can take additional time to resolve your issue. However, we also recognize that your down time may be the most critical consideration.