I am an administrator. How can I manage my technicians?

Via Desktop Viewer Application

Remote Access Helpdesk offers administrators the provision to manage and monitor technicians. For this, login via the desktop viewer application and click the '+/- Technician' link on the Technician terminal screen to add or remove a technician(s).

Create an account for your technician(s) by assigning an ID – using which the support personnel can login to conduct the support session.
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How can I (technician) start a support session?

Login to your Helpdesk account using the ID assigned by the administrator to begin the remote support session.

Click the 'New Session' button to generate the six-digit pin code or send the direct connect link to the customer. Once the customer enters the pin code and installs the Remote Access Host application, you will be able to access your customer's PC to troubleshoot.

How do I (customer) avail technical support?

Enter the six-digit pin code sent by the technician on the website or click the direct connect link. Install the Remote Support Host application on your computer when prompted. Once the Remote Support tray icon turns ‘Blue’, the technician will be able to remotely access your computer to troubleshoot.

Note: The Remote Support Host application will uninstall automatically after the remote session.

What is a pin code?

A pin code is a six-digit number generated at the technical support end. The customer must enter this on the website to allow the technician to troubleshoot remotely.

What does the 'Session Name' indicate?

You (technician) can enter a description to identify the customer's computer that you will access.

What does the 'Status' field on the Technical Support Terminal indicate?

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 technician is already troubleshooting.

Is it possible to get a consolidated report of all the support sessions?

Via Desktop Viewer Application

Yes, login via the desktop viewer application and click on the 'Report' link on the Technician terminal screen.

Select the 'From' and 'To' date for which you wish to view the report (details like the technician's name, the session start time / end time and duration will be displayed).

You can also view a full report of all your remote sessions.

Can I (technical support) chat with the customer ?

Yes, click the Chat tab on the customer's Viewer screen to initiate a chat session.

How do I (technician) change my account password?

You (technician) 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.

What is the ‘Enable enhanced security’ feature?

This is a useful option in case you are an administrator and have to share your Remote Access Helpdesk account password with others. You can protect the privacy of critical information like credit card details etc. by providing the Enhanced Security Password under 'Edit Profile'.

I (technician) am getting a message that reads 'Host has denied the access' while trying to connect to my customer's computer. Why?

To troubleshoot remotely, request your customer to click 'Allow Access'.

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 RemoteSH.exe and RemoteSHC.exe through the firewall, so that the Remote Support Host application has access to the Internet. The RemotePC Viewer will not detect the Host computer, if the Host (customer's computer) is in Hibernation or Standby / Sleep mode.

If your computer is connected to the local proxy server, then you need to provide the proxy information to both the Remote Support Viewer and Remote Support Host applications.

What is 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 Support Printer' option.