Your local support center can help you online with our live remote-assistance tool. To receive additional assistance, you can share your monitor, mouse and keyboard with a member of our support team. Once you download the small, virus-free tool, you will maintain control of your own desktop while we assist you.
Frequently Asked Remote Assistance Questions
How does this service work?
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.
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. Once the support session has ended, all access rights to the customer’s device are revoked.
How is security maintained?
A secure online system should always meet the following objectives: Authentication of the communicating parties, negotiation of encryption keys without a man-in-the-middle intercepting them, exchange messages confidentially, detect if a message has been modified in transit.
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.
Are there any files or folders left on my computer after the session ends?
Nothing is permanently installed on your computer. A small applet is downloaded when the session starts and is removed when the session ends.