Remote Help Desk

A lot of times, there are things we could do fairly quickly if we could see your computer. But we may not be available to jump in the car and run to your place and you don't always want to unplug everything to bring it in for that quick fix. To help meet those needs we've started a new initiative that can give us remote control of your computer without a major software install. To do this, it's a simple process:

Contact us about using the remote helpdesk. We will set up a time to work with you.
Now follow through on the instructions below. It's a very small download (180K)
And that's it! Sit back and let us work on your computer
 

 In order to use this service:

  1. You will need to pre-arrange a time to connect. We are not able to answer remote requests without a pre-booking. If you attempt to connect without an appointment, your request will fail.
  2. You will need to be connected a high-speed internet connection; not dialup or satellite. We may find some of the wireless connections too slow; there will be no charge if we can't function properly.
  3. There is a minimum $20.00 charge. For those with existing accounts with us, we can add the charge to your account. For others, we may ask for a credit card number.
  4. After the first 20 minutes, you will be billed at $65.00/hour.
  5. If we are unable to resolve the issue without you bringing your computer in, we will apply the minimum charge toward the in-house repair costs.
  6. We are unable to use this service to resolve spyware or virus issues; those generally require longer scans; you will need to bring your computer to our office.

Instructions:

  1. Click here to download the software link
  2. Depending on the version of Windows you are running, you will get a series of messages. At the first message, click "Run"
  3. Once the file has been downloaded, a second message may appear, saying the publisher could not be verified. Again, click "Run"
  4. If you are using Vista, the "User Account Control" will stop your computer and give you two options: "Cancel" or "Allow." Click on "Allow."
  5. Once the file opens, you will see our logo on the right side. On the left side it says "Remote Helpdesk - Double Click Here" -- double-click on that line
  6. Now wait for us to respond and the remote control will begin.
  7. When we finished our task, we will disconnect and the file you downloaded will be immediately deleted. If you are asked if the program installed properly, say that it did.
  8. To initiate another connection you will need to repeat this process.

 We'll be happy to walk you through this process over the phone. We'll generally hang up the phone at that point and continue working on your computer.