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Two Useful Tools For Online/Remote Troubleshooting

October 18th, 2009

Remote Troubleshooting Sometimes our customers need a online data recovery or remote PC troubleshooting. Here are two useful tools may help you, with a few simple steps, you’ll learn how to troubleshoot someone else’s computer remotely.

TeamViewer

Step 1. Visit the TeamViewer home page to begin troubleshooting. Once the page has opened, click the “Start Full Version-It’s Free” button to start the download. Click the “Save File” button located in the pop-up window. Open the TeamViewer application by double clicking the downloaded file. You’ll have two options to choose from when setting up the TeamViewer application. The first option will fully install the program on your computer system. If you’d rather not do this, select the second option that will allow you to use the TeamViewer program without installing it.

Step 2. Click “Next” to move forward. You’ll also be prompted to enter information about how TeamViewer will be used. If you’ve decided to install the application, choose between a normal installation or for it to start with Windows. With the non-installation of TeamViewer, just click “Run.” You’ll still be able to troubleshoot a computer remotely. Start your troubleshooting session by opening the TeamViewer application. Pick one of two options to connect to someone. The first requires you to advise the other person of your TeamViewer ID and password. The other allows you to initiate a troubleshooting session by entering their assigned ID and selecting a command. A few commands to choose from include “Remote Support,” “Presentation,” “File Transfer” and “VPN.”

Step 3. Advise the other computer user to navigate to the TeamViewer homepage and click on the “Join Session” button. A pop-up window will appear for them to save the file to their computer system. After this has been done, the TeamViewer application will automatically open with their personal ID and password for the session. This information will be needed for both of your computers to communicate with each other. Ask the other person for their TeamViewer ID and password.

Step 4. Enter the information into the “Create Session” section of the TeamViewer window. Choose “Remote Support” to start controlling and troubleshooting their computer. Click “Connect to Partner” to begin. When prompted, enter the session password and click “LogOn.” Within a few seconds, a pop-up window will appear and allow you to control all computer functions. Inform the other person to sit back and let you perform the necessary troubleshooting steps to fix their computer system.

Step 5. Press the “Extras” link and choose from available options. Keep track of the entire troubleshooting session by clicking “Record.” If you’d like to communicate with the other person, select “Chat” to begin talking. Choose “Actions” to perform a remote rebooting of the computer system or even to switch sides with the other person. Add necessary computer files from your computer to the other computer by picking “File Transfer.” A window will appear that represents your computer and theirs. Click the “X” when you’ve completely finished. The session will immediately end.

SkyFex

Step 1. Navigate to the SkyFex homepage to sign up for a new account. Click “Registration” located at the top of the page. Enter details such as an email address, name, contact information and answer a few other questions. After registering for your account, you’ll receive an email confirming your registration. Click the activation link included in the email to gain full access to your SkyFex account.

Step 2. Log into your SkyFex account from the home page by entering your registered email address and password. Click the purple “Provide Assistance” button when finished. You’ll be instantly prompted to install the “SkyFex Remote Assistant Expert” add-on for your Internet Explorer browser.

Step 3. Advise the person you’re helping to visit skyfex.com to get a specific “Client ID” for the troubleshooting session (see link in Resources). You’ll need this in order to troubleshoot the problems with their computer system. After you’ve received the “Client ID,” enter it in the appropriate location at the top of your SkyFex window and click “Connect Client” next to it. You’ll be able to instantly see the other person’s computer desktop.

Step 4. Request control over the other person’s computer by clicking “Remote Control.” A request will be sent to them, and they’ll need to accept it. The free version of SkyFex has a limit of time to provide assistance. If you’d like unlimited time sessions, purchase the pro version. Choose “Start Chat” at the top of the page, if you’d like to have an open line of communication. Exchange files from your computer system to theirs by clicking “Send File.” An automatic prompt will be sent to the other person for them to click “Yes.”

Step 5. Make the necessary changes to the other computer system by launching applications, removing them or changing settings. When you’ve finished troubleshooting, click “Disconnect Client” and then “End Session.” Enter your personal feedback about the session in the available space and submit it to SkyFex.

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