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How do I provide remote access to my computer for the Tracker Software support team in order to resolve an issue?

  • Knowledge Base Article: KB357
  • Created On: Feb 24, 2012 12:48 PM
  • Last Modified: : Sep 29, 2017 03:08 PM
  • 6782 visit(s)
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Question:

How do I provide remote access to my computer for the Tracker Software support team in order to resolve an issue?

Answer:

Please note that support is handled via email in the vast majority of cases. Tracker Software provides remote assistance to users with valid maintenance plans in cases where the usual methods of support cannot resolve the issue. We do not accept connections without prior arrangement, and email support should always be tried first.

If you have been directed to this page then follow the steps below to enable a remote session:

1. Download, sign and submit the Agreement to Idemnify document. This document idemnifies Tracker Software against damages to the system and data of the machines of end users during remote sessions. It is available here.

 Tracker Software will make the appropriate arrangements to connect remotely to the machines of end users once this document has been received.

2. Download the TeamViewer version seven installer, which is available here. Please note that version seven, and not subsequent releases, is required for this process.

3. Click the file when the download is complete. The following dialog box will open:

4. Click Run.

5. The TeamViewer 7 Setup dialog box will open:

6. Click Install to install Teamviewer. (Alternatively, click Run to run the software without installing it first. If you do not intend to keep TeamViewer on your computer then this is the best option. Simply read and accept the license agreement and then skip to step nine, below).

7. When promted, select personal / non-commerical use for how you want to use TeamViewer, then read and accept the license agreement. The Choose installation type dialog box will open:

8. Ensure No (default) is selected and then click Next. TeamViewer will then install.

Your ID and password will be displayed in the TeamViewer dialog box:

9. Send these details to the Tracker Software support team. We will arrange a time for a remote session as soon as possible.

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