How can I (technical support personnel) start a support session?
Login to your Helpdesk account to begin the remote support session. Click the 'New Session' button to generate the 6-digit pin code or send the direct connect link to the customer.
You can access your customer’s computer remotely and end the session after troubleshooting. The application will uninstall automatically after the remote session. 
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How do I (customer) allow the support personnel to troubleshoot on my system?
Use the 6-digit pin or the direct connect link sent by the technical support personnel. Once connected, grant permission when the support personnel tries to access your PC for troubleshooting.
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What is a pin code?
A pin code is a six-digit number generated at the technical support end, to be used by the customer to initiate and authorize the support personnel to troubleshoot. |
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What is the Session Name?
You (technical support personnel) can enter a logical description to identify the customer’s computer that you will access.
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What is the 'Status' field in Session List ?
It indicates whether or not the customer has enabled remote access to his computer for troubleshooting. 'Active’ implies that the permission has been granted , 'Inactive' indicates that the permission has not been granted, while 'In Use’ implies that the technical support personnel is already troubleshooting.
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Can I(technical support) chat with the customer ?
Yes. Click the ’Chat’ button on the customer’s Viewer window.(screenshot) |
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How do I change my password?
You (technical support personnel) can login to your account through any browser and click ‘Edit Profile.’ This will take you to the page where you can change your password and other details. |
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I get 'Host has denied the access' popup while trying to connect to the remote machine using the Helpdesk application. Why?
The customer has to manually allow access to the technical support personnel, using the ‘Access notification’ feature.
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In case you do not wish to receive a prompt, uncheck the ‘Enable Allow / deny prompt’ option from the application tray menu.
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Why do I get messages like 'Host computer is not connecting’ or ‘Connection with the server cannot be established’?
To avoid getting messages like these, allow the executables RemoteAH.exe and RemoteAHC.exe through the firewall, so that the RemotePC Host application has access to the Internet. The RemotePC viewer will not detect the host computer, if the Host is either in Hibernation or in Standby/Sleep mode.
If your computer is connected to the local proxy server, then you need to provide the proxy information to both the RemotePC Viewer and RemotePC Host applications. |
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How can I use the Remote Printing feature?
To use the remote printing* feature, right-click the 'Remote Support Host' icon in the system tray. Select the ‘Install Remote Printing Support’ option from the menu.
Next, choose the required file from the customer’s machine. Go to File menu > Print option. From the ‘Print’ screen that is displayed, select the ‘RemotePC Image Printer’ option. |
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Click the 'OK' button.
Now you can view the ‘Windows Picture & Fax Viewer‘ screen. Click the ‘Print’ icon to proceed. |
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The following ‘Photo Printing Wizard’ is displayed. It guides you on how to print your files using the Remote Access Viewer. |
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| *(Available with Windows XP, 2000, Windows Server 2003). |
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What is the Remote Support Viewer?
The Remote Support Viewer is an application that allows the support personnel to securely access any Internet-enabled computer of their customer for troubleshooting.
You can generate a temporary pin cde or send a direct connect link to your customers so that they can avail technical support. |
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What is the Remote Support Host?
The Remote Support Host is an application that the customer can download and install to grant remote access to the technical support personnel.
A valid pin code (which is sent by the support personnel) must be entered to initate and authorize remote access. |
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Is the tech support session secure?
Yes. To ensure the security of your data, all communication during the support g session is encrypted using 128-bit RC4/SSL.
Also, on completion of the support session, all components related to the session get removed automatically. |
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