Remote Assistance

Graham Roberts Home Computer Services

Reputable & reliable computer repairs and servicing for Barlborough, Clowne, Bolsover & surrounding villages.

Remote Assistance and Repair Service!

What is Remote Computer Assistance?

	Windows Remote Assistance is a program that is already built into the Windows XP and Windows Vista operating systems.
	It enables me to view your computer screen whilst sat at my own PC in my office and use my own mouse and keyboard to sort out any PC problems or worries that you may have. At your end, you will see the mouse moving around and my repair programs running as if there’s an invisible engineer sat at your PC.

Is it secure?

	Yes, remote computer repair has been used for over a decade in businesses, and it is now available to the general public and widely used.
	I can only remote control your computer if and when you invite me to do so over the internet, and you can end the session whenever you want at the click of a mouse.
	If the computer is re-started or shut down, the remote control session is automatically ended until you ask me again to help or accept my offer to continue working.

What are the Key Benefits?

	I will be able to offer a quicker response time in general and also make late evening sessions available for existing customers who have difficulty getting time off in the day or if the call is urgent. I will also be able to offer my help to the extended family members and friends of my existing customers when needed as distance is not a problem provided they live within the UK.
	It is less disruptive and intrusive. We will simply agree a day and a time when it’s convenient for me to phone you, and after a few minutes of setting up (which I will talk you through), it’s up and running. You can then decide if you want to watch what’s happening or go about your normal business. If I need to contact you, I can send you an on-screen message or phone you back.
	It costs you less. I offer a minimum 10% discount for remote repairs for existing customers compared with my normal call out rates and as always, the fee is fixed in advance. Also; as there is no physical call-out, if the problem turns out to be a simple one and is fixed fairly quickly, I will reduce the charge further or offer a free tune-up.

What can I do using Remote Computer Assistance?

	Remove Viruses, Trojans or Spyware.
	Cure niggling faults and error messages.
	Tune-up and speed up your computer.
	Install or remove software correctly.
	Install antivirus, firewall and other security programs.
	Check and adjust your computer’s general internet security levels.

What are the requirements of using Remote Assistance?

	Your computer must be able to boot up normally.
	You need a Broadband internet connection.
	Your Internet connection must be working.
	You must have Windows XP or Windows Vista.

There are two ways of starting a remote assistance session.

The first way is (In both Windows XP and Vista), by you the customer going into the Start then Help and Support program on your computers where there is a link to Windows Remote Assistance. Basically when you follow the link you create a file that is then emailed to me and when I click on it, the process begins. You get a message saying that it’s started and “Can Graham view your screen?” and then “Can Graham take control” (move your mouse etc). You are in charge and you can cancel at any time and if the machine is re-started, I have to ask your permission again as the control is lost.

The second way is by using Microsoft’s Windows Live Messenger. If you not sure what this is, it is an updated version of a program already on your computer and is part of the Microsoft operating system. It allows people to send messages to one another and get replies in real-time (there is no delay like there is with email). Although Messenger has been widely used by younger computer users for years, I now come across many of my older customers using it to contact family and friends all over the country and even the world. If you have a web camera with a microphone, you can even see and talk to your friends for free no matter where they live.

The Messenger program also has a link to Remote Assistance built into it, and when testing I have found this method generally easier to use and therefore I recommend that we use Live Messenger if possible. The process of asking permission and the program used is exactly the same as the other method but as you don’t need to send me any emails, it is much quicker.

If you or any member of your family already use Windows Live Messenger on your PC, simply add my Hotmail email to your Messenger Contacts. I will send you my Hotmail email address you individually and I will automatically get a message from you the next time I open messenger.

If you don’t have Live Messenger, simply click on http://get.live.com/wl/config_all to get it free and download it then simply follow the simple instructions.

At this stage I’d only tick the first two boxes as there are options to change your default home page etc so I’d un-tick all the others. You can always re- visit the other options at a later date. To use Messenger, you need to get a Microsoft ID (email) to sign in. If you already have Hotmail email, you can un-tick the top box (mail) as well and just download Messenger. As I mentioned before, you simply add my Hotmail email address to your Messenger Contacts and everything will be in place should you have a computer problem that I can sort our by remote.

One final point; after it’s installed, Messenger opens by default when you start up your computer. If you don’t want this to happen (like me), simply go into Messenger and click on “Tools” (at the top), then “Options” and then “General”. Un-tick the top box that asks you if you want to “Automatically run Windows live Messenger?” and click OK.

Whichever method we use, if you have a computer problem and we agree a Remote Repair can sort it, we simply agree a day/time for me to contact you and I’ll tell you what you need to do at your end to begin the session.

Please email me at graham@sittas.com for more details.

Copyright © 2003 Graham Roberts Home Computer Services

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