Frequently Asked Questions

Q: How does remote computer support work?

A: Once you've contacted us for service, you'll be instructed to download a small application which will allow one of our support technicians to help you with your problem or issue by using the remote support software application, which will allow the support technician to share your mouse and keyboard for quick, easy service. At any time during a session, you can retake control of your computer just by moving your mouse or ending the session by closing the secure application. In other words, you can have our support technician solve a problem for you while you watch, or you can have the support technician tell you what to do step-by-step. You'll be in charge at all times.

Q: Can a support technician look through files on my computer without my knowledge?

A: Absolutely not. Your support technician sees only what you see and whatever you decide to show him/her on your screen. If a support technician thinks it might be helpful to open a file on your computer, he/she will request this and ask for your permission before doing so. The only way for a support technician to work on your computer is by using the desktop sharing application. Once you close the application the remote session ends and the technician can no longer access your machine.

Q: How can I save the Chat text from my remote session to review later?

A: You may save the Chat dialog between you and your support technician. This feature is available in the Chat window where you and your support technician communicate. To save a copy of your Chat dialog, go to the File menu in the Chat box and select Save Chat Log. By saving your Chat dialog periodically throughout your session, you'll always have the most current log on file. Once you've chosen this option, a window will pop up asking where you would like to save the file. The file will be saved as text and you can easily rename it. Finally, click Save to save the file. After you've saved the session text you can open the file and print your Chat dialog.

Q: Is it true that my support technician can see everything on my screen?

A: Yes. But before your support technician views your computer screen, he or she will first ask your permission and request that you close all documents containing private information. Let's say you're having trouble finding an updated printer driver on the Web. Rather than calling a phone number and trying to explain the problem, a live support representative can tell you what to do (by typing instructions for you in the Chat window), or he or she can do it for you (by controlling your mouse and keyboard remotely) while you watch and learn. It's like having your own personal support technician sitting right next to you.

Q: I've heard that it's dangerous to download .exe files from the Internet. Is the application virus free?

A: Yes, the remote session application is safe and secure! We're as concerned as you are about this issue, so regular virus checks and updates are conducted. This helps us maintain our technology at the highest standard and ensure superior quality service. The warning message you may see on your screen is a default message that is displayed by your browser when you download any executable files. You can feel completely confident using this software.