Do you need a quick solution to a technical problem? 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 with a solution. You will find the answers to security questions and system configuration requirements below in the FAQ section.
How It Works:
- A member of our support team will talk with you first to determine the nature of the problem.
- Once you are on the phone with a member of our support team, you will be directed back to this page after your support representative provides you with a unique connection code.
- Click here and save the support application to your desktop. Then double-click on the support application, enter the code into the Password field, and click the Connect button to initiate the screen-sharing session.
- With your permission, your support representative can view your screen and share control of your mouse and keyboard.
- You are in full control of your computer at all times. You always have overriding control of your mouse and keyboard, and you can end the screen-sharing session at any time.
Frequently Asked Questions
Q: How does this service work?
A: Once you connect to the service, your support representative will
be able 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.
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Q: Can my support representative look through files without my knowledge?
A: Absolutely not. Your representative sees only what you see and whatever
you permit him or her to see on your computer screen. Before you initiate
the connection, please close all documents containing private information.
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Q: How is security maintained?
A: 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 encrypted using 128-bit Advanced Encryption Standard (AES)
encryption. Privacy principles are TRUSTe compliant. 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.
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Q: What are the minimum requirements for my computer and Internet connection?
A: For your support representative to view your desktop, your computer
should meet these requirements:
· 28.8Kbps or greater Internet connection (56K recommended)
· Required Pentium-class PC running Windows 95, 98, 2000, Me,
NT 4.0 or XP
· Internet Explorer 4.0 or later, Netscape Navigator 4.0 or later
or Mozilla Firefox 1.0 or later
· Recommended: Ability to make direct outgoing TCP connections,
or availability of a SOCKS server or an HTTP proxy
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Q: Is the application virus-free?
A: Yes. 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 application.
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Q: What is the size of the file that I will download to engage in a screen-sharing
session with my support representative?
A: The file size is around 300 kb.
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Q: Are there any files or folders left on my computer after the session
ends?
A: The downloaded file stays on your computer; however, the file is useless
without a new "encryption key." To download a new encryption
key, you would need to initiate a subsequent session with a support representative.
Screen-sharing sessions have to be initiated by you, not a support representative.
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