Instructions:
Please read carefully!
1) In the form below, please fill
in your name and the nature of your computer problem. If this is a
quarterly checkup, just type "Quarterly" in the Description field.
2) Click "Get Support."
3) A remote
software session will be initiated. (No software is permanently
installed on your computer.) When the first pop-up window appears,
please select RUN in Internet Explorer and Safari; SAVE in Google Chrome;
SAVE FILE in FireFox. Please note: this first window does not appear
in Opera.
4) In a few seconds, another window
appears. Please select RUN for that window, as well, if you are using
Internet Explorer, Opera or Safari. In Chrome and FireFox, you will
first need to double-click the downloaded file from step 3, and then choose
RUN.
5) If a Firewall window appears, please
allow us access through your computer's firewall.
6) In Windows Vista and
Windows 7, a window will appear which mentions "User Account Control" (UAC).
Click OK to this window.
7) In Windows Vista, click
"Continue." In Windows 7, click "Yes."
8) Your
computer will then connect to our system. Once a connection is
established, a permission window
appears. Please say YES or OK to give us permission to work on your
computer.
9) If you use a password to log
onto your computer, a screen will appear asking you to type in the password.
We cannot see your password, this simply stores it so we can restart your
computer without your assistance.
10) Once we are finished with the
session, we will no longer have access to your computer.
