Knowledgebase: Computer Issues
Remote Support
Posted by Sean Perkins on 31 August 2010 01:51 PM

Sometimes you might have a computer issue that requires one of us in the IT Department to see what you’re seeing on your screen in order to properly diagnose and fix the problem. We have two ways of doing that: we can go to your office and physically look at what’s happening on your monitor or we can try to troubleshoot the problem remotely. In order to provide remote assistance with our current system, you’ll need to download and run a small application on your PC. This is how you accomplish that.

Note that our current remote assistance solution applies only to PCs running a Microsoft Windows operating system and only to computers on our campus-wide network (which includes Epworth and Colvin). If you have a “Start” button in the lower-left corner of your screen and your computer is hooked up in a building that belongs to SCCC/ATS, then this should work for you. If you use a Mac or require help at an off-campus location, then you’re currently out of luck.

Be aware that we will be able to see whatever is on your screen during a remote assistance session. If your PC monitor is displaying sensitive data or anything else that you do not wish for an IT staff member to see, please take appropriate measures to remove this from your screen prior to initiating a remote support session.
  1. Confirm with a support technician that he is prepared to help you remotely. It’s usually best to do this with a phone call. In fact, we’d prefer that you call us in advance of running the remote support application, because it’s helpful for us to talk to you about what we’re seeing and what you’re trying to show us. (You’ll see a reminder to contact us by phone when you launch the remote support program. See our phone numbers in the graphic for Step 5 below.)

  2. Click to download the remote support application from

    Note that clicking and running the application directly from the browser works in Internet Explorer only.

    If you’re using Mozilla Firefox, you should right-click the link, choose Save Link As... from the pop-up menu, and save the application to your Desktop. Then minimize your browser, run the support.exe application from your Desktop, and skip to Step 4b.

    If you’re using Google Chrome, you should right-click the link, choose Save link as... from the pop-up menu, and save the application to your Desktop. Then minimize your browser, run the support.exe application from your Desktop, and skip to Step 4b.

    Opera and Apple Safari users should proceed in a fashion similar to that of Firefox or Chrome users and then skip to Step 4b (for Safari) or to Step 5 (for Opera).

  3. You should receive a dialog box labeled File Download - Security Warning. Click the Run button.

  4. At this point, you’ll probably see one of two dialog boxes.

    1. With Internet Explorer you’ll get this box: Internet Explorer - Security Warning. Again, click the Run button and then proceed to Step 5.

    2. With Firefox, Chrome, or Safari you’ll get this box: Open File - Security Warning. Again, click the Run button.

  5. Once the remote access application starts, double-click the line that has the name of the support technician who is assisting you. (Please remember to call us first if you haven’t already done so!)

  6. If all goes well, you’ll see the Connection active balloon pop up. At that point, the IT staff member will be controlling your PC (you’ll actually share control), and then you can show the technician what the problem is.

  7. Note that you can close the remote access connection (our “remote control”) from your end at any time by right-clicking the traffic light icon in the Taskbar’s notification area or tray (the area in the lower-right corner of your screen with the clock) and then selecting Close from the pop-up menu. At the conclusion of the remote support session, either you or the technician should do this to end the connection.

  8. If you used Mozilla Firefox or Google Chrome in Step 2 and saved the support.exe application to your Desktop, then you should delete it now. If you always use Internet Explorer as your Web browser, then you’re already done!

We hope that you find the remote support option convenient and useful. As always, if you have any questions, please feel free to contact us via eSupport ticket or the Tech Hotline at x1200.

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