Frequently Asked Questions
Q: How does this service work?
A: Once you connect to the service, you'll be prompted to download a small chat application we can use to discuss the problem with you. This application also serves as a launching point for several other tools, including the Remote Desktop software, which allows your consultant to view your screen and share your keyboard and mouse. This sharing can never take place without your permission, and you can retake control of your computer at any time by moving your mouse or pausing the session. In other words, you can have our support representative solve a problem for you while you watch, or you can have the representative tell you what to do step-by-step. You will be in charge at all times.
If appropriate, your consultant can allow you to see or control their computer as well, perhaps to show you a feature which is not available on your system, or to demonstrate new software.
Q: Why would I want to let you remotely control my computer?
A: Let's say you're trying to use a new feature of your application. Rather than phoning and trying to describe what you see, your consultant can see exactly what is on your screen and tell you what to do (by typing instructions for you in the Chat window), or he or she can do it for you (by using your mouse and keyboard remotely) while you watch and learn. It allows us to give you direct, hands-on support without the delay and expense of travel.
Q: Can a support representative look through files on my computer without my knowledge?
A: Absolutely not. The Remote Desktop feature is optional, and only begins with your permission. You can choose to only allow viewing, without sharing the keyboard and mouse, or full control. If you do choose to allow remote control, you will be able to watch everything we do, and take control back at any time. There is nothing we can do during or anytime after the session to manipulate your computer without your knowledge.
Q: Can I save the Chat dialog from my session to review later?
A: You may save the Chat conversation between you and your consultant. This feature is available in the Chat window where we communicate. To save a copy of your Chat dialog, go to the File menu in the Chat box and select Save Chat Log. By saving your Chat dialog periodically throughout your session, you will always have the most current log on file. Once you have chosen this option, a window will pop up asking where you would like to save the file. The file will be saved as "chatlog.txt" by default, but you can easily rename it. Finally, click Save to save the file. After you have saved the session, you can open the file and print your Chat dialog.
Q: Is it true that you can see everything on my screen?
A: Yes. But we can't see anything on your screen until you give us permission. We recommend that you close any documents or applications containing sensitive or private information.
Q: I have heard that it is dangerous to download from the Internet. Is the plug-in safe?
A: The plug-in is as safe as we can make it. When downloading the components, you may receive a warning message. This message is displayed by your browser when you try to download any executable file. This warning should never be taken lightly or disabled, but we believe the software downloaded in connection with Remote Desktop Assistance is safe and virus-free. It is always a good idea to have antivirus software with the latest updates installed and running.
Q: My organization doesn't let me install software on my computer, either by policy or security settings on my computer. Should I try to install it anyway?
A: You should never allow software to be downloaded to your computer unless you know and trust the source, and you should not allow software to be installed if this violates your organization's policies. We hope that you and your organization will consider this software trustworthy, but we will not force you to use this method if any of these stand in your way. If you aren't sure if this method is OK, ask your IT staff or others in authority before downloading.
Q: How do I know that the downloaded copy of Remote Desktop Assistance is the latest available?
A: Every time you begin a Remote Desktop Assistance session, your computer checks for the latest version of the software and downloads it if necessary. In this way, you can be sure that you have the latest and most secure version available. If you see the warnings about downloading software again after your first visit, it is because a newer version is available with important fixes.
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