Remote Support

 

The Computer Doctors is pleased to provide computer support via remote access.  Please contact our service department first for pricing and to initiate a connection.  You can also click here to open a ticket.

 

 

 

 

If you have been directed to this page by one of our technicians, it is very important for you to please follow the instructions outlined below very carefully and completely.  Unless these directions are followed correctly, our engineer will not be able to remotely log into your computer.  If you have questions, ask your engineer.

 

You may find it useful to print this page out onto your printer for a ready reference.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

NOTES CONCERNING THE USE OF THE TEAMVIEWER SUPPORT TOOL:

 

The TeamViewer remote support tool is used by our professional service engineers to log in remotely to your computer to help you troubleshoot and fix your problem.  Please do not download the Teamviewer tool until instructed to do so by your service engineer.

 

You may download the TeamViewer software by clicking the link above, or alternatively, you may go directly to TeamViewer's website at www.teamviewer.com to perform the download from there.

 

If using Internet Explorer to view this page, after clicking the link above, you will need to click the Run button.  Then the tool should download.  If you are prompted a second time for Run, then please do so.  (NOTE:  Some versions of Internet Explorer, Chrome, Firefox, or Safari may offer an button labeled "Open" instead of Run.  If this is your only option, click this instead.)

 

If using most versions of Google Chrome as your web browser, after clicking the link above, the tool will download without further prompting and the Chrome browser will probably place the download at the bottom of the screen at the lower left side that you can click.  Once you click there, you will be prompted to "Run".

 

Firefox will place the download in the downloads toolbar button--it looks like a down pointing arrow at the top right of the Firefox window.   After the download has finished, click the down pointing arrow there, and then click on the downloaded file.  At that point click "Run" if you are prompted.

 

Some computers running Windows Vista, Windows 7, or Windows 8 may also ask to either "Allow" or "Block".  Make sure to choose "Allow".

 

Your McAfee, Norton, or other antivirus/firewall software might pop-up a message asking if this operation is okay.  If this happens, please click in the pop-up to "allow" or "permit". Depending upon the firewall software the nomenclature may be a little different.  (NOTE:  Some anti-virus and firewall software may actually preclude the use of the remote support tool entirely.  If this happens, the engineer will probably need to come to your site.

 

Once the tool comes on-screen, you will briefly see a screen appear that asks "How do you want to proceed".  Choose the "Run Only" option.  Then select the option for the type of use.  If you are a business choose Commercial, otherwise click Personal Use. The install will then proceed and will take a few moments.  (By choosing the "Run Only" option, the program is configured for a one-time temporary use, and will not be permanently installed on your system.)

 

After it starts to run you may see an ad.  You will know if you are looking at the ad if it shows what you can do with TeamViewer and if the User ID number says 123-456-789.  If you see this popup, close this window containing the ad.  Then a window with the real User ID and Password will be revealed that was hidden underneath the popup.  We will ask you for this ID and password.

 

Now your service engineer should be able to take control of your keyboard and mouse.  He will end the session for you when he finishes working on your system.  After conclusion of the support call, for your own security and safety, because TeamViewer was set up with "Run Only" mode and was a one-time use, no one including the engineer will have the ability to remote access your system any further using the TeamViewer utility without your intervention.

 

 

IF THE REMOTE SUPPORT TOOL IS NOT COMPATIBLE WITH YOUR SYSTEM:

 

If we are unable to use the Teamviewer remote support tool to take control of your system because of download or imcompatibility issues, we may be able to use LogMeIn JoinMe as an alternative method to access your system instead.  If the service engineer needs to use LogMeIn JoinMe to make the connection, click here and the engineer will instruct you on what to do next.

For those that are truly technically challenged, the video below will demonstrate the basic process of setting up the TeamViewer software. The relevant portion of the video you should watch begins at 5 minutes and 2 seconds into the video....