The roadbook / Receiving support

Receiving support

What to expect when someone helps with your computer.

Your technician will give you a support address and a session code or link. These instructions are for a one-time support session on a Windows computer.

1. Get the details from your technician

Explain the problem and confirm which computer needs help. Ask for the support address and a session code or link. Keep the code private rather than posting it in a public issue or chat.

2. Open the support client

Use the download or session bundle from your technician’s server, and run it on the computer that needs help. If Windows or the browser shows a warning, stop and read the exact message to your technician. Do not assume it is safe to bypass.

3. Enter the session code

Enter the code, or follow the support link your technician gave you. If it is rejected or has expired, ask for another one. This gets the session ready; it does not give permission to share your screen.

4. Approve sharing when you are ready

Check the support address shown in the permission prompt. Close any sensitive windows, then approve sharing and control when you are ready. The client shows a support indicator while the session is running.

5. End the session

You can end the session from the support client. Let your technician know when you are finished, and close the client. A one-time support client and a permanently installed agent are different. If you are not sure which one you have, ask before continuing.

If something is not working

• The code does not work: ask the technician to check it and confirm the session is still available.
• The download is blocked: tell your technician what the warning says. Do not turn off protection to get past it.
• The connection does not start: check your internet connection and confirm the server address.
• Something is unexpected: end the session and contact your technician through a known channel.