Caution! Do you know the person controlling your computer?
Remote assistance is great and is completely safe, as long as you know and trust the company doing it. DO NOT allow anyone on your computer who you do not know. If someone calls you and says you have a problem, hang up and do NOT let them on your computer. If you get a message on your computer to call for help do NOT call or allow anyone on your computer. It is not legitimate.
Here are the steps to follow:
- Call us and ask for Jim. You may need to set up a time to connect, depending on his schedule
- When ready, click the big red button and run the program*.
- You will need to enter a name and a support key. Just enter your name and ask Jim for the support key
- Confirm that you want it to install and give all necessary permissions and then he will get connected to you
- If, at any time, you are not comfortable with what is happening, click to close the connection.
- He may or may not want you to stay on the phone, depending on what is being done. But you can choose to stay and watch the whole time.
- If it looks like he's not doing anything, he may be looking up some information so just wait; he will contact you when done.
- Payment can be made by credit card over the phone or through eTransfer. Talk to Jim about this.
* When you click on the big red button, what you see will depend on what internet browser you are using.
- If you're using Chrome, you'll see something at the bottom left corner of your screen that says "GoToAssistOpener....exe" - click the arrow next to it and select "Open"
- If you're using Edge or Internet Explorer, you'll see a box at the bottom with some options. Select "Run"
- If you're using Firefox, you'll see a little arrow up near the top right with your downloads. Click it and then click on "GoToAssistOpener.exe"
- If you aren't sure what you're using, look for one of those three things -- you'll find it! Either way, just open or run the file that you downloaded.