Remote Service Requests

Live Remote Assistance

With our live remote-assistance tool, a member of our support team can view your desktop and share control of your mouse and keyboard to get you on your way to a solution. The tool can speed up problem determination, collection of data, and ultimately, your problem solution.

A member of our support team will talk with you first to determine the nature of the problem. You should open a problem via the normal methods and the support engineer will decide the right approach for your particular problem.

How to Get Support

A member of our support team will talk with you first to determine the nature of the problem. You should open a problem via the normal methods and the support engineer will decide the right approach for your particular problem.

Frequently Asked Questions

Once you connect to the service, you are prompted to download a small, self-installing plug-in, which allows your support representative to view your desktop and share control of your mouse and keyboard. At any time during a support session, you can take control of your computer just by moving your mouse. You will be in charge at all times.

How is Security Maintained?

At the beginning of a screen-sharing session, you and your support representative are connected via a communication server. The screen data that is passed between you and your support representative during a session is highly compressed using proprietary technology that can be viewed only with our software. This data is also encrypted using 128-bit Advanced Encryption Standard (AES) encryption. After the session has ended, your support representative can no longer see your screen or access your computer unless you make another explicit request for support.

Absolutely not. Your representative sees only what you see and whatever you permit him or her to see on your computer screen. Before your support representative views your screen, he or she will first ask your permission and request that you close all documents containing private information.

Can my support representative look through files without my knowledge?

Absolutely not. Your representative sees only what you see and whatever you permit him or her to see on your computer screen. Before your support representative views your screen, he or she will first ask your permission and request that you close all documents containing private information.

Is the plug-in virus free?

Yes, the plug-in is safe. 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 to ensure superior quality service. The warning message you might see on your screen is a default message displayed by your browser when you download executable files. You can feel confident using this plug-in.

The file size ranges between 329 kb and 580 kb.

What is the size of the file that I will download to engage in a screen-sharing session with my support representative?

The file size ranges between 329 kb and 580 kb.

What are the minimum requirements for my computer and Internet connection?

For your support representative to view your desktop, your computer should meet these requirements:

28.8Kbps or greater Internet connection (56K recommended)
One of the following:
- Pentium-class PC running all Windows starting with Windows 2000 Service Pak 4 and above (this includes XP, Vistas and v 7)
- Linux: RHEL 4, RHEL 5, SUSE 9, SUSE 10 (Intel 32/64 bit)
  – zLinux: RHEL5, SUSE 9, SUSE 10
IE 4.0 or later, Netscape Navigator 4.0 or later, Mozilla Firefox 1.0 or later
Access to ports 80, 443, and/or 8200
Recommended: Ability to make direct outgoing TCP connections, or availability of a SOCKS server or an HTTP proxy

What are the minimum requirements for my computer and Internet connection?

For your support representative to view your desktop, your computer should meet these requirements:

28.8Kbps or greater Internet connection (56K recommended)
One of the following:
- Pentium-class PC running all Windows starting with Windows 2000 Service Pak 4 and above (this includes XP, Vistas and v 7)
- Linux: RHEL 4, RHEL 5, SUSE 9, SUSE 10 (Intel 32/64 bit)
  – zLinux: RHEL5, SUSE 9, SUSE 10
IE 4.0 or later, Netscape Navigator 4.0 or later, Mozilla Firefox 1.0 or later
Access to ports 80, 443, and/or 8200
Recommended: Ability to make direct outgoing TCP connections, or availability of a SOCKS server or an HTTP proxy

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