How to get Remote Support

Summary:

Remote Support is the most effective way to solve many problems.  All that is needed is to contact our support team so we are aware of your remote support request, then follow the instructions below to allow us to access your computer.

Instructions:

There are several ways to launch our remote support tool.  Don't worry, its a very small executable that does not even install on your machine.

From the Web

1. Click on this link to download and run the Remote Support application.
2. Approve the download if prompted and "Run" the application.
3. Give the ID# that appears in the dialog to your support representative. (You should see **** as the password)

From your Start Menu (assuming our ocBackup Manager is already installed on your computer)

1. Click on Start
2. Click on "All Programs" or "Programs"
3. Expand the ocBackup Manager folder
4. Click on Remote Support
5. Give the ID# that appears in the dialog to your support representative. (You should see **** as the password)

From your Program Files

1. Open "My Computer" from the desktop or "Computer" from the Start Menu.
2. Navigate to this path: C:\Program Files\ocBackup Manager\bin.
3. Find and double-click on the RemoteSupport.exe file.
4. Give the ID# that appears in the dialog to your support representative. (You should see **** as the password)

Additional Information:

We use a remote support tool called TeamViewer Quick Support.  TeamViewer has a worldwide distribution of well over 100 Million users.  It is one of the most trusted names in remote control software.  The very small executable is just 3MB in size and is non-invasive on your computer.  It does not install anything on your computer and only allows access while you have the support tool open and only to our support representatives who must use a special password to access your computer.

If you already have another version of TeamViewer installed on your computer, upon launching our Remote Support tool, the other version of TeamViewer will launch instead.  You can simply give us the Partner ID and Password  shown on your TeamViewer and we can connect just the same.

See Also:

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