In many instances, it may just be easier to show you how to do something, rather than discuss it over the telephone or email. Sometimes that won't be possible do to travel restrictions or schedule conflicts, or sometimes it wouldn't be practical. In these situations, we utilize a technology commonly referred to as 'Remote Desktop'.

Essentially, remote desktop allows us to remotely control your computer and communicate through chat in order to make an adjustment or a repair. This connection can only be made while running a specialized application that's either downloaded from this page. We will NEVER send you an application in an email unless specifically ask us to. Once the application is closed, we would no longer be able to access your computer and you can delete the application. This is not a service that we charge for, as it is usually part of another service, or part of continued support.

Be sure to download and run the app from an administrative account. Download the app from this page with the link provided below. Never download or run an application attached to an email unless you're certain of what it is and who it came from. If you receive an email that appears to be from us, asking you to download this app and you are unsure about it, please call us to verify that we were the ones who actually sent it.

When you first run the program, you may be asked to authorize the app to run. The window would look like this. Simply click 'Yes'.

Once the program opens, it will look like this. At this point, you will have a unique ID number that is generated in the box titled 'Your ID' and a unique password. Enter this information into the boxes labeled 'Session ID' and 'Password', which is at the top-right hand side of this page. This will initiate the connection. We MUST be notified prior to making the connection, or the connection will fail. The link can only be made while both parties (yourself and a technician) are actively waiting and anticipating it. We must be running a similar program at the same moment that your are making the connection in order for it to work.

When you are finished, you may click simply close the program. You may keep the application for future use, or you may delete it if you like. No software was actually installed on your computer, so you can simply toss it in the recycle bin.

To download a copy of the Remote Support application, Click Here or click download at the top of the page.
To download a copy of the Remote Support application made specifically for Mac, Click Here or click download at the top of the page.

If you have any questions about this process, would like to initiate a Remote Support session, or wish to verify the authenticity of an email you received, please call us at (985)326-9091