Sometimes the most cost-effective and fastest way to get computer assistance is through a remote access service session. If you have a high-speed internet connection, simply give us a call and we will guide you through a simple process that will allow us to connect to and control your computer over the internet. In many cases we can fix your problems, answer questions and train you to use your computer over the internet in 30 minutes or less. This simple and affordable service is at your fingertips.

 

How does this work? After you call our office, you will be guided through a simple process. First we will install a simple program that will let us connect to your computer. Once the software is installed, you will be asked for your access code which, for your protection, changes every 5 minutes. Once we have the code, we will be able to connect to your computer and control it remotely while you watch. It will be almost like we are right there with you. Then we will begin the process of helping you solve your problems. We will fix things quickly and answer all of your questions as quickly and completely as possible.

 

Sending a Support Request

I - Overview
BeAnywhere Support Express is an advanced Software-as-a-Service solution that allows comprehensive remote access to Microsoft® Windows® and Apple® Mac® computers in order to provide IT Support, as well as system management and monitoring.
In order to connect yourself to a technician, using BeAnywhere, you’ll need to run a small program. This quick guide will show you how to download and run this program – the “Support Applet”.
Through our solution, a technician will be able to:
•Chat with you , using voice or text, to rapidly access and solve your problem.
•Obtain information about your hardware and software configurations, for problem assessment.
•Remotely control control your computer, as if he was sitting right next to you. The technician will be able to change settings; create, delete and check all sorts of files; download and install programs; etc.
•Restart your computer, even in safe mode.
•Send you a survey , where you’ll be able to classify your level of satisfaction.

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II - Downloading the Support Applet Using a Direct Link:
Windows Version

1 - Press the “Download” button bellow;
2 - The Applet’s download will begin. Once the download is complete, you’ll just need to run the program.

Download

Mac Version
1 - Follow the URL your support provider has given you. By default, the text entry-box available will be for the Windows Version PIN code.
2 - Click over the “Mac Version” tab.
3 - Click over the “Download” button.
4 - Install the program and click over its icon.
5 - Enter the PIN code the technician has given you.

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III - Running the Support Applet
1 – If you’re using a Windows OS, you can run the downloaded file directly from your browser; if you have saved the file in your computer, look for the folder where it has been saved and double click over the file.

2 - If a security box just like the one on the upper image pops-up, click “Run”. You can also uncheck the box “Always ask before opening this file”.

3 - A new window will appear. If you want to give the remote technician full administration privileges to your computer (a lot of the remote support tasks will require this), click on “Run as Administrator” (you will need a username and password with administration rights on your computer).If you are unsure or do not want to do that at the moment, just ignore this. The technician will later have the possibility to request administration rights.

4 - Depending on the configuration made by the support provider, a form asking for more information may be presented to you (or not). This information is not mandatory and the form will close itself after a predefined time-limit, if no data is inserted. However, it is recommendable to add the most details possible, in order to help the efficient handling of your support request.

5 - As soon as you hit the “Request” button, the technician will receive your request.

6 - When the request is accepted by the remote party and the connection is established, a chat window will appear, allowing the text communication with the technician. The chat window will also present the technician’s name, his photo (if available) and the support request number (left side of the window).Please do not close this window or the remote session will be terminated. You can, however, minimize it.
7 - When visible, the icons placed at the bottom of the Applet will allow you to deactivate some features (e.g. Remote Desktop, File Transfer, Video recording). The shortcut “Esc+F1” will immediately deactivate all features. This veto possibility over those features is predetermined by the technician.
8 - You can end the session anytime by closing the applet (clicking on the right upper “X” symbol).
9 - When the session ends, you can close the applet and delete it.