Remote Support – Windows

Each web browser is a little different when it comes to allowing our service technicians to assist you remotely. Click the tab below that corresponds to the browser that you are using and then follow the instructions to get started with our remote service technicians.

If you run into problems with following these instructions, just let our representative know and they will be happy to help you.

1. Click the “Let’s Go” button.
2. A new “Support Connection” window will appear prompting you to “Enter your 6-digit code”. This six digit code is unique to you and will be provided by the technician who is assisting you.
   
   NOTE: If you don’t have a six digit “Support Connection” code and you would like live remote support, feel free to contact us for assistance and pricing.
3. Enter the six digit (numerical) code provided to you by the representative and click the “Connect to Technician” button
4. A Security Warning dialog box will appear. Click the “Run” button.
   
5. A small zipped installer package will be downloaded to your computer.
   
6. Internet Explorer may display another “Security Warning” dialog box requesting permission to run the file that was just downloaded. Click the “Run” button.
   
7. Following a successful installation, the Support Application will launch.
   
   NOTE: Depending on your security environment and your firewall software, you may see a dialog box prompting the user to allow access through the firewall. Let our representative know if you have any questions regarding this. To provide the best support possible, LogMeIn (our remote support provider of choice) recommends choosing to “Allow Access” through the firewall. Some firewall products allow access for a limited time should you prefer to do so. Most of our remote sessions last between 30-60 minutes.
8. Once the technician is available, the above dialog box will change and it will state “You are chatting with” followed by the technician’s name.
   
9. If this session is going to be a remote control session where our representative is able to move your mouse and interact with the computer directly, you will see a new dialog box appear with the following content.
   

   Click the “OK” button to complete the remote assistance installation.

   NOTE: At any time you can click the “Disconnect” button at the top of the “Tech90” window and disconnect the session.
10. You should now be fully connected with one of our representatives. Should you have any feedback or concerns about this or any of our procedures, feel free to fill out our “Feedback” form and let us know how we are doing, or if we can be doing something better.

1. Click the “Let’s Go” button.
2. A new “Support Connection” window will appear prompting you to “Enter your 6-digit code”. This six digit code is unique to you and will be provided by the technician who is assisting you.
   
   NOTE: If you don’t have a six digit “Support Connection” code and you would like live remote support, feel free to contact us for assistance and pricing.
3. Enter the six digit (numerical) code provided to you by the representative and click the “Connect to Technician” button
4. A dialog box will appear asking “Would you like to save this file?” Click the “Save File” button.
   
5. A small zipped installer package will be downloaded to your computer.
   
6. Firefox may display a “Security Warning” dialog box requesting permission to run the file that was just downloaded. Click the “Run” button.
   
7. Following a successful installation, the Support Application will launch.
   
   NOTE: Depending on your security environment and your firewall software, you may see a dialog box prompting the user to allow access through the firewall. Let our representative know if you have any questions regarding this. To provide the best support possible, LogMeIn (our remote support provider of choice) recommends choosing to “Allow Access” through the firewall. Some firewall products allow access for a limited time should you prefer to do so. Most of our remote sessions last between 30-60 minutes.
8. Once the technician is available, the above dialog box will change and it will state “You are chatting with” followed by the technician’s name.
   
9. If this session is going to be a remote control session where our representative is able to move your mouse and interact with the computer directly, you will see a new dialog box appear with the following content.
   

   Click the “OK” button to complete the remote assistance installation.

   NOTE: At any time you can click the “Disconnect” button at the top of the “Tech90” window and disconnect the session.
10. You should now be fully connected with one of our representatives. Should you have any feedback or concerns about this or any of our procedures, feel free to fill out our “Feedback” form and let us know how we are doing, or if we can be doing something better.

1. Click the “Let’s Go” button.
2. A new “Support Connection” window will appear prompting you to “Enter your 6-digit code”. This six digit code is unique to you and will be provided by the technician who is assisting you.
   
   NOTE: If you don’t have a six digit “Support Connection” code and you would like live remote support, feel free to contact us for assistance and pricing.
3. Enter the six digit (numerical) code provided to you by the representative and click the “Connect to Technician” button
4. Click the “Show all downloads…” link that appears on the bottom of the “Support Connection” window.
   
5. A new tab titled “Downloads” will appear in the main browser window. In that tab will be a message indicating that “This type of file can harm your computer. Are you sure you want to download Support-LogMeInRescue.exe?” Click the “Save” button to continue.
   
6. The filename “Support-LogMeInRescue.exe” will appear as well as the source link. Click the filename link to launch the executable.
   
7. Windows may display a “Security Warning” requesting confirmation to “Run” the selected file. If this dialog box appears select “Run” to continue.
   
8. Following a successful installation, the Support Application will launch.
   
   NOTE: Depending on your security environment and your firewall software, you may see a dialog box prompting the user to allow access through the firewall. Let our representative know if you have any questions regarding this. To provide the best support possible, LogMeIn (our remote support provider of choice) recommends choosing to “Allow Access” through the firewall. Some firewall products allow access for a limited time should you prefer to do so. Most of our remote sessions last between 30-60 minutes.
9. Once the technician is available, the above dialog box will change and it will state “You are chatting with” followed by the technician’s name.
   
10. If this session is going to be a remote control session where our representative is able to move your mouse and interact with the computer directly, you will see a new dialog box appear with the following content.
    

    Click the “OK” button to complete the remote assistance installation.

    NOTE: At any time you can click the “Disconnect” button at the top of the “Tech90” window and disconnect the session.
11. You should now be fully connected with one of our representatives. Should you have any feedback or concerns about this or any of our procedures, feel free to fill out our “Feedback” form and let us know how we are doing, or if we can be doing something better.