Start a remote support session

To start a session, click the 'New Session' button on the Technician Terminal screen.

Enter a session name to identify your customer and choose from the options to initiate the remote session. For this, you may opt to send a six-digit pin code or the direct connect link.

For Windows:		For Mac:

Access your customer's computer remotely once the status on the 'Technician Terminal' screen indicates 'Active'. Mouse over the session list and click on the 'Connect' button from the popup displayed to take charge of the customer's desktop.

Once the customer's desktop screen is displayed on your monitor, you are ready to troubleshoot.

For Windows:		For Mac:

View Report

To view a report of the sessions handled by you (technician), click the 'Report' link on the 'Technician Terminal' screen.

Select the 'From' and 'To' date for which you want to see the report and click the 'Get Report' button.

For Windows:		For Mac:

The report will be displayed with details like the pin code, session duration, start and end time, the session identity and the technician's name.



Customer: Avail Technical support

Enter the six-digit pin code provided by the technician or use the direct connect link.



Install the Remote Support Host application on your computer when prompted. Once the Remote Support tray icon turns blue, your computer is ready for the support session.

For Windows:		For Mac:

By default, the technician will be able to access your computer to troubleshoot. However, you can opt to be prompted to allow or deny remote access, using Remote Support Host tray icon.

For Windows:		For Mac:

The Remote Support Host application will automatically be uninstalled on the customer's computer after the remote session.