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Picture this, if you
would... You have a working Internet - Broadband is better,
of course, but dial-up is better than nothing at all. For
some reason, a program has gone askew; or a device is playing
up, and it doesn't want to behave or respond the way it should.
The Initial Remote Session:
You call TechScope to see what we can do to help. We
discuss the symptoms and the ideal outcome. I point you to
a page on our site, or I send you a link to that page in an
email. On that page is a button marked Online Help. You click
on the button, and within seconds, a window appears and so
do I.
We have contact! We can send messages directly to one
another in the chat windows, and even files.
By agreement, we opt for shared control of the computer -
that is, shared by you and me. On instigating the remote control
feature, you receive a request to download a tiny ActiveX
control which installs into your browser (or, you download
a similarly tiny EXE program and run it). On successful installation
(a mere few moments), you notice that your mouse moves, as
I confirm over the phone, or in the text chat, that I now
have access to your machine, as if I was there with you.
(The established connection is secured by a strong 256-bit
encryption method, meaning that no one can intercept or decipher
the traffic running between our computers.) I can extract
a full diagnosis report, as well as look around and discover
the source of the problem, offering advice as appropriate.
Before too long, the problem is fixed, or at least we will
know what items or equipment will be required on a visit.
This scenario is similar to tutorial sessions ~ whereby,
for example, you'd like to learn how to carry out some operation
that you've been meaning to tackle for some time ~ perhaps,
reliable CD/DVD burning or photo manipulation. I can demonstrate
these things on your screen; and then you can have a go, while
I watch, pointing out where things didn't go quite right,
and cheering when they do! (Yes, it's great when things work!)
Look out for some screenshots of the remote support in action
- coming very soon!
Meanwhile, you can leave me a message
(optionally, with a diagnostic of your computer!) here:
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