When dealing with an IT-related issue, the technician may request that you join a remote session.
This allows the technician to work on your PC directly to troubleshoot problems that require more information to diagnose, or are too complex to provide adequate instruction for.
To do this our department utilizes a piece of software called "ScreenConnect Remote Support".
Below are some general instructions for use, and a few things to be aware of.
Connection Procedure
There are two methods for connection that we use. A session link, or a session code.
If you are provided a code by your technician, you'll need to navigate to https://support.lyndendoor.com where you'll be greeted with this screen:
Here you'll put in your code, and press the arrow. This will open a popup, prompting you to save a download, and change the screen to include more instructions.
If you are provided with a link, you will simply skip to the screen below.
Save the download, and then run the file once it is finished.
This is what starts the session, if this step is skipped or forgotten the remote session will not open.
We will receive an alert on our end once the session is open, and join.
The prompts below may appear to let you know your technician is coming and going.
When finished on your PC, the technician will close out of the session and the link to your PC will be terminated.
They may request to leave the session open for a while longer in case the issue persists, this doesn't mean they are still on your PC.
It means that if need be, they can reconnect quickly at any time.
Best Practice
- When connecting to a session, be sure your device is plugged into power, and ethernet if available. This ensures that the session will be interrupted as little as possible.
- Please stay at your desk, and available to interact with the technician.
- Occasionally you may be required to make changes to the device that the remote technician cannot.
- If you need to leave your desk, just let the tech know before hand so they can plan accordingly.
- Please refrain from attempting to regain control from the operator while they are working, as it can cause issues if there are any sensitive programs or configuration files open.
Session Elevation
Depending on the permissions that you have defined on the PC you are working on, the technician may need your permission to assume full control over the computer.
A prompt may appear on screen.
The technician will enter their own network credentials, and then select OK. During that time, they will lose control of the session entirely until you select "Yes" or "Allow" at the User Account Control menu that appears.
Once you have agreed to elevation, the technician will have complete access to the PC, which they likely require to proceed with their troubleshooting.