Getting ready takes just a few minutes and helps us fix your problem faster. Here's everything you need to know before we connect.
Most of this is just making sure you're ready - no technical knowledge required.
We might need to restart programs or run diagnostics. Save any documents, emails, or work in progress before we start.
Not required, but closing games, video calls, or heavy applications can speed things up.
We need admin access to fix most issues. If this is a work computer, you might need IT's permission or have them nearby.
When did it start? What were you doing? Any error messages? These clues help us diagnose faster.
Some diagnostics can take a while. Make sure you won't run out of battery mid-session.
You'll want to watch what we're doing, and we might have questions for you along the way.
When you book or call, we'll create a session and give you a code like 847291. This code is only valid for 15 minutes and only works once.
We'll send you a link to download a tiny app (under 10MB). Just run it - no installation needed. Windows might ask for administrator permission - click Yes.
Type in the 6-digit code and click Connect. You'll see "Connected" when we're linked up.
We'll first run a quick hardware health check, then look at error logs to see what's going wrong. You'll see every command we run.
Once we identify the issue, we'll fix it. This might involve running repair commands, updating drivers, or adjusting settings.
When we're done, click the big red Disconnect button. The app closes and cleans up - nothing left on your computer.
The more you can tell us about the problem, the faster we can fix it. Here are some useful things to note:
Note: We never ask for passwords over chat or voice. You enter them yourself on your own computer.