Preparing for a remote support session

Remote sessions let us diagnose most software issues without a truck roll. A few minutes of preparation keeps the session short and secure.

Before we connect

• Have your device charged and on reliable Wi‑Fi or ethernet.
• Close sensitive documents you do not need to share.
• Know your device password and any admin credentials (we will never ask for banking passwords).
• Install updates if prompted — they often fix the underlying issue.

During the session

You stay in control: approve screen-sharing prompts, watch what the technician does, and ask questions. Sessions are documented in your portal ticket when you are a client.