Remote Support

To make it simple for us to help you with your computer, the steps listed below will allow you to share your screen with us. Once shared, we can operate your computer remotely and walk you through the repair process while you watch.  There are a couple of things you need to know to make this easier. Most of what you will be prompted to do is self-explanatory but please read through the steps below so you will be prepared for the prompts that come up during the process of initializing remote control:

Steps to initiate screen sharing

• Click the "Share Screen" Link Below
  This will launch a new browser window so that you can switch back to this browser window, if you need to review any of the instructions. Share my Screen
• Enter the Video Meeting ID
  The technician working with you will give you a 10 digit Video Meeting ID. Enter the number and click the Join Meeting button.
• Starting the remote session
  A new screen will appear asking you again to push the Join Meeting button. If it asks you to Run, please tell it to do so and approve any prompts that come up.
• Identify yourself
  Once the software is installed You can identify yourself and join the meeting. Simply enter your name, as you would like us to see it and click the Join button.
• Audio Conference
  It will prompt you with details for an Audio Conference. Typically, we don't use that so unless the technician tells you that we are going to use that function, simply close that window.
• App Setup
  Once you have launched the install you will get a setup wizard, just click the "Next" Button.
• Share Screen
  The remaining window will have a Share Screen Button in the middle. Click that button. It will show you a list of possible things you can share. We want to go with the default selection so click the Share Screen Only button and continue. 
• Allow Remote Control
  Move your mouse to the the top/center of your screen (where the video conference ID is  displayed) and click the Remote Control button that will appear above the Meeting ID. This will give you the option to grant control to the technician assisting you. The name will show as either PC Tech or the actual name of the technician you are working with. Click that name to allow the technician to be able to use the mouse and keyboard on your computer.
• Ready to go
  The technician will now be able to work on your computer to repair the problem you are facing. You do not need to do anything, unless specifically asked. You will also have a green box at the top/center indicating that your computer is being controlled remotely by the technician. This is a security issue so that your computer cannot be accessed remotely without you being notified.
• When you are done
  Once the repair has been completed, the technician will end the meeting and you will get a prompt on the screen telling you that the meeting has been ended. You simply click the OK button and you are done.

Remote Rescue Disk

• When conventional remote support is not enough
  There are many types of problems that we could not fix by standard remote control tools. Things like stubborn viruses, Windows registry errors, drive errors, etc. even the ones that would not let you start Windows at all. Our Remote Rescue Disk allows us to start your computer from the Remote Rescue CD and go into an uninfected/undamaged version of Windows that let's us connect to your computer by remote control and fix those more difficult errors. We can use this to get your computer back to normal with lower cost and a shorter wait than if we had to physically come to you.

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Benefits of remote support

• It's good for the environment
  When your computer is having problems that are beyond your technical know-how to fix, there seems to be no choice but to take your computer to an expert who can help, or have an expert come to you. That sort of physical contact requires someone to travel. There will always be situations where that is the only option, but we have found that many problems can be fixed with a "virtual visit" and we have been working very hard to expand the list of things we can repair without requiring any travel. Every mile we don't have to drive benefits our environment as well as traffic congestion. 
• Reduced cost
  When we can't avoid the travel for on-site support, gas is expensive and we have to charge a trip fee to cover that cost. That trip fee is waived when we are doing remote support.
• Faster resolution time
  Reducing travel time for our techs allows us to get to your problem more quickly. In most cases we can get to you the same day you call! And we all know that when a computer is down sooner is better. 
• Convenience
  In most cases, all we need from you is a brief phone conversation to make sure we understand the problem and to get the remote support enabled. You can go about your business, while we fix your computer. We can even schedule your appointment outside of regular support hours!.