Connecting Remotely

In this page I will walk you through how to use the three main Remote Connect tools we use and what you should do if these do not work.

 N-able  - This is the utility you will use if they are a customer we monitor  SimpleHelp  - This is the utility you will use if they are not a monitored customer and/or the N-able utility did not work. It's also a good idea to do these steps as you explain them to the customer so you can see what they should see and can guide them better  ScreenConnect  - This is another utility you can use if the previous two do not work.
 * 1) Get permission from the customer to connect.
 * 2) This is our Client Management Utility. From here you have access to their machine. You should never remote connect to their device without their approval
 * 3) Select the correct customer from the drop down menu in the upper left hand corner
 * 4) This takes you to the Customer Level. From here you are able to perform all the necessary actions you may not be able to perform at the Service Organization Level
 * 5) Click the little blue icon next to the device you wish to connect to
 * 6) If you do not see it in the list, select 'All Devices' from the Views Menu just below the Customer Select drop down menu
 * 7) If you did Step 3.1 and still don't see it, please refer to [N-able Add/Import Devices]
 * 8) This will open another window or tab that will give you a secured, remote connection to the customers computer
 * 9) See Note
 * 1) Get permission from the customer to connect.
 * 2) From here you have access to their machine. You should never remote connect to their device without their approval
 * 3) Have the customer browse to ABC's Website
 * 4) From here they will click on the 'Remote Support' link at the bottom of the grey box on the left side of the screen
 * 5) This will open a new window or tab with a button that says 'Download Remote Support'. Have them click this button
 * 6) They should get a Run/Save option, have them click Run
 * 7) A User Account Control box may pop up after this asking if they want to allow the following program to make changes to this computer: Say Yes. Otherwise you won't be able to do anything you need to
 * 8) A box should pop up asking for them to enter their details with a button that says Submit. Have them click Submit; they don't have to enter anything in here. By default it will provide either the computer name or logged in user name
 * 9) This will place them in the queue on your end. Mouse over their entry and at the right end of this field will be a button that says 'Connect'. Click it
 * 10) This should bring up another window giving you a secured, remote connection to the customers computer
 * 11) See Note
 * 1) Get permission from the customer to connect.
 * 2) From here you have access to their machine. You should never remote connect to their device without their approval
 * 3) Have the customer browse to sc.abcoe.com/8040
 * 4) This will take them to a virtual waiting room, basically placing them in a 'queue' while you create the session and invitation
 * 5) Browse to sc.abcoe.com/8040
 * 6) Click the 'Host' tab
 * 7) Click the red plus sign (+) next to the word Support on the left hand side of the webpage
 * 8) This will bring up a small window where you'll enter the customers name and select the 'Publish' radial button
 * 9) Click the 'Create Session' button
 * 10) You can select the 'Join Now' option there if you'd like, but it's not required and will not matter if they can't gain access
 * 11) They should get a Run/Save option, have them click Run
 * 12) A User Account Control box may pop up after this asking if they want to allow the following program to make changes to this computer: Say Yes. Otherwise you won't be able to do anything you need to
 * 13) This will place them in the 'queue'. On your end you will see, on the right side of the screen, the person icon on the right connect to the image of the computer tower in the middle
 * 14) In the grey box below those icons is a button called 'Join'. Click it
 * 15) This should bring up another window giving you a secured, remote connection to the customers computer
 * 16) If you selected the 'Join Now' option in Step 8.1, this will have happened then

If these tools don't work you need someone on-site. Explain that to the customer and inform them that someone will be contacting them to schedule a time. If you'd like to go above and beyond, you can contact the technicians available and find out who will be going and when. Ask that the technician going to call the customer before leaving for the appointment; this won't matter if they're going right away. Then you can call the customer back and let them know exactly who is coming and, in that event, when they will be coming.

 Note:  If N-able doesn't work, and it's supposed to, at the end of your current task you need to either set up another time to address this problem or address it right now. If they are a monitored customer they are paying for this service and we need to provide it. If N-able doesn't work and neither does SimpleHelp, you need to dispatch a technician. Attempting a third utility will just waste time when, at this point, a technician can solve the problem quicker than the connection speed you're likely to get.