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Helpdesk

Remote Assistance

This tutorial will demonstrate how to:

TopAbout Remote Assistance

What is Remote Assistance?

Remote assistance allows a technician to login to a customer's computer over the internet (with their permission) to help diagnose and resolve computer problems. The technician is able to move the mouse and use the keyboard as if he were physically at the customer's location. This allows the technician to easily solve many computer problems in a short amount of time as the customer can simply sit back and watch while their computer is fixed remotely.

Is Remote Assistance safe?

Yes. Remote assistance is only usable when the customer downloads and runs the "helpdesk.exe" client file on their computer. This file does not install anything in your computer, it runs solely in memory until it is closed. Techie PC will only be able to login when the helpdesk.exe file is open, and only after the customer clicks the "Connect to Operator" button, will . Once the program is closed, there is no way to log back in unless the customer chooses to open the file once again and repeat the process.

When the remote assistance session is over, the customer simply deletes the "helpdesk.exe" file and the program is completely removed from their computer.

Full 128-bit end-to-end encryption is used for all transmission between the customer and the Techie PC which prevents a third party from intercepting and reading the data.

Top Enabling Remote Assistance

There are 4 steps required to enable Remote Assistance.

  1. 1: Download the Remote Assistance client. Ensure you choose "Save to disk" or "Save" when downloading the file. Then click "OK" [Show]
  2. 2: Download the file to your desktop; on the download window, click the "Desktop" icon on the left, then click "Save". [Show]
  3. 3: Once the download is complete, double-click the "helpdesk.exe" file located on your desktop. [Show]
    Note: The file may be named simply "helpdesk" without the ".exe" at the end.
  4. 4: Click the "Connect to Operator" button. [Show]

Top IP Address 10.0.51.64

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