| Q. |
What is remote assistance?
|
| A. |
Remote assistance allows a technical support representative to log into your computer and control the mouse and keyboard to help resolve your problem without having you perform the troubleshooting steps. |
| |
|
| Q. |
How does this help me? |
| A. |
People sometimes have a hard time describing the problems that they are seeing and things will sometimes happen that people do not think are related to the problem when they actually are. Remote Assistance will allow the technician to visually see the problem you are having. |
| |
|
| Q. |
When can I do this? |
| A. |
Remote assistance is available during Technical Support's normal operating hours. Monday through Friday from 9am to 9pm EST and Saturday from 10am to 6pm EST. |
| |
|
| Q. |
Do I have to install anything on my computer? |
| A. |
Yes. There is a small ActiveX control that must be installed before a Remote Assistance session can be initiated. |
| |
|
| Q. |
Can anyone connect to my computer after using this service? |
| A. |
No. A Remote Assistance session can only be started by you going to a web site and you entering a 6 digit PIN number that is assigned by a Technical Support representative. Once the session is terminated the PIN number expires. |
