Instructions
For Getting Remote Support:
- We must have pre-arranged an online session; you can start by submitting a ticket online
- You must download and run the RemoteSupport.exe program
- once loaded, click the “Okay” button
- allow it access to the Internet if asked
Troubleshooting:
After clicking the link above to download, you may receive a warning from your browser; you must accept and proceed in order to save the file. Once saved, you simply run the program from the saved location (usually “My Documents\Downloads“) – being sure to accept any warnings or prompts from either your Windows® or security software (such as BitDefender/Eset/Kaspersky/McAfee/Norton/Panda/Trend Micro).
Note that it may be easiest to temporarily disable your security software – most programs allow you to right-click the icon in the system tray (lower right-hand corner) and “disable” for a short time or “until next reboot“. Luckily there is a plethora of information on topics such as this in Google’s Databases.
Last Resort:
If you are having too many problems getting connected or in getting your computer to do anything at all, you should do the following:
click: “START” menu button
click: “Run…” ** [this step is only necessary in Windows® XP]
type: msconfig
press: <ENTER>
use the ‘BOOT‘ tab across the top
select ‘SAFE MODE‘
also select ‘WITH NETWORK‘
click: <OK>
Agree to restart the computer and when Windows® shows the (albeit, somewhat different) desktop, run the RemoteSupport.exe program that you downloaded earlier.
