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Remote Support

One of the trickiest things to organise when your computer is misbehaving is on-site access for the techie support person. Coordinating your availability with their availability and of course just describing the problem in the first place can be a real challenge.

Now there is a faster, easier option - remote support.

Using specialist software (and with your electronically supplied authorisation), techie support types can establish a connection over the internet from their computer to your computer.

Once the connection is made the tech can work directly on your computer and fix the problem right in front of your eyes. In many ways this is no different to the tech being onsite, except they can't touch the computer, so you need to be their hands.

So how does it work?
In basic terms the following occurs:
•    The tech support company has software loaded on their computer which is waiting for a signal from the your computer to activate a connection.
•    You run a small program provided by the tech support company and activate the connection.
•    Once the connection is made, the tech can start the support session by taking over the controls of the mouse and keyboard.

A common question I get asked is 'Is it safe and secure?'
The answer is yes! This is because:
•    There is NOT a permanent 'live' link between your computer and the tech.
•    The tech can only view your computer screen if you start the support session.
•    You can watch the tech's actions on your computer screen as they perform the support session.
•    The support session can be stopped by you at any time.
•    The computer program uses encryption (techie talk!) to prevent hackers using your computer without your knowledge.
What are the limitations?
•    Your internet connection needs to be working to allow the connection.
•    If you have a dial-up connection the tech's mouse movements will be verrrrrrrrrry slow.
•    If it is a hardware fault then the tech won't be able to fix it or in some cases diagnose it.

Remote Support can also be a great bonus for those who have technology-challenged family or friends who ring them night or day for computer help.

Check out UltraVNC at www.uvnc.com.  There is a free version of this software that will allow you to provide remote support. This software will save you having to jump in the car to provide assistance at their place - the only downside is that (now it's so easy) they may ask for support even more often than before.