Archive for the ‘How to Get Remote Service and Support’ Category
Download & Install TeamViewerQS Windows
Thursday, October 20th, 2011
You’ll need to do a one-time download and installation of the software. After that, you can simply invite us to connect whenever you need us. Follow the instructions in the left column for Macs, the right column for Windows.
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Once the file called TeamViewerQS.exe is downloaded, double-click on it to start the TeamViewerQS installation program.
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The first window that appears is not the actual TeamViewerQS installer window. It’s a security warning that asks whether you really want to run the installer. Click the Run button.
- The next window that appears is the TeamViewerQS installer window. Once again, click the Run button. Installation is complete.
At the end of the installation, the following window will appear automatically on your screen.
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Download & Install TeamViewerQS Mac
Thursday, October 20th, 2011
You’ll need to do a one-time download and installation of the software. After that, you can invite us to connect whenever you need us.
1. Click the link to download TeamViewer software for Mac.
2. When the download is complete, a file icon called TeamViewer.dmg will appear in the downloads folder within your home folder (Mac OS X 10.5, 10.6) or on your desktop (Mac OS X 10.4 and earlier). Double-click on that icon to open its window.
3. Drag the application (also called TeamViewer) to the Applications folder on your hard drive. Installation is done.
Invite Us to Connect to Your Mac
Double-click on the TeamViewer application in the Applications folder on your hard drive. The following window appears:
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Starting an iChat Screen Sharing Session
Wednesday, October 12th, 2011
If you already have an iChat account just follow these four steps to get us connected to your computer. (If you don’t have a free iChat account, we’ll tell you how to get one later.) We recommend that you contact us by phone or email before inviting us to share your screen so we’ll know what the issue is.
1. Launch iChat. Click New Chat… in the File menu.
3. In the New Chat window, change the Type menu from Text Chat to Share My Screen.
4. Enter in the To field. Finally, click the Chat button.
We’ll receive a message on our screen telling us you’re ready to have us connect. As soon as we click the button to accept your connection, your computer’s screen will appear on our screen and we’ll be able to provide the necessary service.
How To Get a Free iChat Account
If you don’t have a free iChat account, getting one is easy.
1. Launch iChat, then click Preferences in the iChat menu.
2. In the Preferences window, click on the Accounts button. Then click the + (plus) button at the lower left corner of the window to create a new account.
3. A number of providers provide free instant messaging accounts, but we recommend that you set the Account Type menu Mac.com, MobileMe, or AIM. Then click the Get an iChat Account… button.
(If you choose Mac.com or MobileMe, your instant messaging account is created with Apple. If you choose AIM your instant messaging account is created with AOL. Either is fully compatible with iChat, so either choice works.)
You’ll be taken either to Apple’s or AOL’s web site where you’ll be asked to fill in the screen name you want to use, a password to log into your iChat account with iChat, your name, and your email address. (If you choose a screen name that’s already being used by someone else, they’ll let you know and give you a chance to choose another.) Just follow the steps on the site to create your account. The account is free.
4. Once you’ve successfully created your account, enter your screen name and password into the iChat Account Setup window and click the Done button. You now have everything you need for Remote Service.
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Download our Timbuktu Pro Connect Scripts
Wednesday, October 12th, 2011
and Send us an Invitation to Connect
Click on Invite.NC.app.zip to download the Invite script for our North Carolina office, or click on Invite.VA.app.zip to download the Invite script for our Virginia office.
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Once the script is downloaded, you’ll find it either on your desktop or inside the folder called Downloads in your home folder. Double-click on the file to unzip it, then drag the resulting file (Invite for North Carolina, Invite.va for Virginia) to a convenient place so you’ll be able to use it when you need it.
Send us an Invitation to Connect
IMPORTANT: When you send us an invitation to connect to your computer, we receive a message box telling us that you’ve invited us. We must click the Accept button in that message box to accept your invitation. If we’re not at our desk when the invitation comes in, you’ll get Timbuktu Pro’s default failure message saying that we declined the invitation. We didn’t…we just weren’t at our desk to click Accept.
For that reason, we suggest that you call before inviting us at 800-916-9695 (toll free), 919-404-0222, or 540-576-3773 to make sure we’ve available before inviting us to connect.
Double-click on the invitation script (Invite for North Carolina or Invite.va for Virginia) to send the invitation. Timbuktu Pro will launch, and you should see a gray box in which to enter your name and password. Ignore the Name and Password fields. Instead, click the Ask for Permission button. The Name and Password fields will disappear. Click the OK button.
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We’ll receive a message on our screen alerting us that you’ve invited us. As long as we’re at our desk, we’ll click the Accept button to accept your invitation.
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Download & Install Timbuktu Pro for Macintosh
Wednesday, October 12th, 2011
And Send Us an Invitation to Connect
2. Double-click on the downloaded file (Timbuktu Pro 8.8.zip) to unzip it, revealing a folder called Timbuktu Pro. Drag the folder called Timbuktu Pro to the Utilities folder within the Applications folder on your hard drive.
3. Call or email us to obtain our Timbuktu Pro activation key. 800-916-9695 (toll free), 919-404-0222 (Central North Carolina), or 540-576-3773 (Central Virginia), or .
4. Once you have the activation key, double-click the Timbuktu Pro folder (which you copied into the Utilities folder inside the Applications folder). Within the Timbuktu Pro window, double-click on the Timbuktu Pro application to launch it.
7. In the Incoming Access window, click the box for TCP/IP, then close the window. You’re done with this installation.
For that reason, we suggest that you call before inviting us at 800-916-9695 (toll free), 919-404-0222, or 540-576-3773 to make sure we’ve available before inviting us to connect.
8. Once Timbuktu Pro is open, send us the invitation by clicking the appropriate Invite EM command in the Scripts menu.
The script called Invite EM NC sends an invitation to our North Carolina support center.
The script called Invite EM VA sends an invitation to our Virginia support center.
9. A window appears for entering your Name and Password. Ignore the Name and Password fields. Simply click the Ask for Permission button (at which point the Name and Password fields will disappear), then the OK button.
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Remote Service and How to Get It
Monday, October 10th, 2011
There are a several methods we use for connecting to Macs, and one we use for Windows PCs. For more information and instructions for how to use each method click its link below.
- Macs: With an iChat Screen Sharing session. If you have an iChat or AIM account, this is usually the simplest method. For instructions on Starting an iChat Screen Sharing Session click the link.
- Macs: Using Timbuktu Pro remote control software.
If Timbuktu Pro is not currently installed on your Mac, click Download & Install Timbuktu Pro and Send Us an Invitation to Connect. From that page you can download a copy of Timbuktu Pro (which already contains our custom AppleScripts that make it easy to send us an invitaiton). The page includes instructions for installation and sending inviting us to connect.
If Timbuktu Pro is installed on your Mac, click Download Our Timbuktu Pro Connect Scripts and Send Us an Invitation to Connect to download just our custom AppleScripts. The page includes instructions for inviting us to connect.
- Macs & Windows PCs: Using TeamViewer remote control software.
We use TeamViewer to connect to both Macs and Windows computers. Like with Timbuktu Pro, you must initially download and install a small piece of software. After that, you can use the software to invite us to connect to your computer securely whenever you need us.
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