Remote Support

Support is on its way. What’s next?

By receiving technical support services from us you agree to the terms and conditions outlined in the Technical Support Agreement. Per-incident support is offered Monday through Friday during normal business hours of 8 AM – 4 PM Pacific Time. If weekend support or after-hours support is required, prior authorization must be coordinated through Customer Service at an agreed rate. GetFaxing.com will attempt to provide you services over a live chat session, remotely over the Internet and/or by e-mail. GetFaxing.com does not provide telephone support services, and a technician will not call you prior to your scheduled service. Support service may not always be available in your time zone or geographic location. Support service may not always be available due to technician availability, Internet service disruptions or Web site system maintenance.

IMPORTANT – Our remote service works with high speed Internet access. We recommend you download and test our on-demand Remote Access Tool on the computer we will be connecting to before your actual remote session. The Remote Access Tool will generate a session code and underneath this code you should see a ‘Ready for connection‘ message. The Remote Access Tool can be downloaded using the link provided in your support purchase e-mail.

Steps

Schedule an appointment

If you have scheduled a time, go to the next step ‘Download and test the remote support tool’.

To schedule remote support service, contact us via e-mail or chat. The Chat button/icon should appear on this Web site or on the Contact Us page. If there is no Chat button/icon, you can e-mail us. If you have scheduled a time with a technician or customer support, you can skip this step and proceed to downloading the Remote Support Tool (see link in your order e-mail, or contact support for link) 

Download and test the Remote Access Tool

To connect to your computer for remote access we require you to download and run a small executable file. This will allow the technician to connect to you. This program does not install any software on your computer and to connect it requires a unique code that you supply to the technician. The remote access tool can be downloaded via the link supplied within your order e-mail. If you cannot locate the download link, contact support via chat or e-mail for assistance.

When you start the Remote Access Tool, it will display a session code and a message “Waiting for connection”. If you see this message, your Remote Access Tool is working. You can now close the Remote Tool program after confirming the software is working. Each time you start the Remote Access Tool, a new session code is displayed.

Connect at your scheduled appointment time.

Start the Remote Access Tool. Your session code is displayed. Provide the session code to the technician via e-mail or chat at your scheduled appointment time. The Chat button/icon should appear on this Web site near the bottom right corner of the page, or on the Contact Us page. If there is no Chat button/icon, you can e-mail us the session code.

Important: If you close and restart the Remote Access Tool at any time before the connection, the session code will change and you will be required to provide the new session code to the technician.


Remote Support FAQ

How to start a remote connection

It is recommended you have an active chat window open so you can communicate with the technician prior and during the remote connection. If you have not already done so, start a chat with a technician using the chat button prior to or at your scheduled session time. The technician will provide you a link to the Remote software. You can provide the technician with the session code to access your computer. If successfully started, the Remote Access Tool will display “Ready for connection” below the session code number.

How to end a remote connection

The technician will automatically disconnect the remote session upon completion of the service. You always have full control and can terminate a remote connection at any time. To end a connection, click the X in the Remote program status window or click Settings, Exit. Since no Remote software is installed, an uninstall is not required. When you end the session, the remote connection is terminated and the Remote Access Tool software is no longer active and the session code will be expired.

Where is the Chat button/icon?

A chat button/icon will appear in the bottom right corner of this Web page. Click the icon to start a Chat.  If no icon/button appears, this may be because you have visited this page during outside support hours or a technician is not currently available.  Technical difficulties or internet connection problems may also be the cause.  In the event that no chat button/icon appears at your scheduled support session, you can contact us with your session code via e-mail

What is your Remote Access Tool?

The digitally signed Remote Access Tool allows an experienced technical engineer to diagnose, repair and install software remotely by connecting your computer to us via the Internet. The Remote tool is secure, easy to use, works through virtually all home or office firewalls, and requires no installation or configuration. All you do is download and run the program and send us the session code.

Is this a security risk?

A connection can only be made when the Remote Access Tool is active (open) and the software displays waiting for a remote connection message. The session code that is generated by your computer and ‘Waiting for Connection’ will appear in the program window. The unique session code must be given to the technician before a remote connection can be made. It is recommended you exit the Remote Access Tool when the remote session is complete.

What about firewalls?

In most cases, no changes are required. Some firewalls may present a warning message regarding an incoming or outgoing connection using our Remote Access Tool. In this event, you need to accept/allow the connection.

How can I communicate with the technician during the connection?

You should have a chat window open prior to the remote connection. We do not contact you using voice prior to service, or while connected.

Will the technician call me first?

You should have a chat window open prior to the remote connection. We do not contact you using voice prior to service, or while connected.

What does the technician see when connected to my computer?

The technician can see your primary and secondary screens (if applicable). Any application windows, pop-ups etc. that are open will be visible to the technician.

What about my privacy?

You can see everything the technician does while you are connected remotely. The technician will only use or access software on your system that is directly related to solving your support request. If you are concerned about privacy, we recommend closing down non-related applications such as e-mail & messaging services prior to connecting to us.

How do you connect to multiple computers?

We can only connect to one machine at a time. If you have another machine we require to connect to, you will need to run the Remote Access Tool on the additional computer and provide the session number.

When I run the Remote Access Tool, nothing happens

The Remote Access Tool has been tested to work with the latest 64 bit and 32 bit versions of Windows including Microsoft Windows 10, 8.x, 7, Windows Vista and Windows XP SP3. It is also compatible with Microsoft Windows Server editions 2012, 2008 and 2003. If you have problems starting the Remote Access Tool, please check if you have any anti-virus software blocking the execution of the software. Sometimes Microsoft Windows blocks downloaded files from running. Right-click on Remote Tool file and choose Properties. Then click on “Unblock” if it is present in the General tab. In some cases, you may need to enable “Compatibility” mode. Right-click on Remote Tool file and choose Properties. Then click on Compatibility tab and enable Compatibility for your OS version.

How long is my warranty for remote support?

We provide support on a per-incident basis. Your purchase is for one incident. Sometimes it may take more than a single session to solve your problem. If you continue to experience problems within 30 days of our initial connection, we can re-connect and troubleshoot at no additional charge.

What is included with remote support?

We provide support on a per-incident basis. Your purchase is for one incident. If you purchased our installation service, we will install and configure the software and confirm your fax modem hardware is working for both sending and receiving faxes (if applicable). We do not provide support for any other software, software add-ons, or hardware not sold or distributed by GetFaxing.com.  We do not setup or troubleshoot networks, phone lines, routers, wireless devices or setup software for any type of unsolicited broadcast faxing. If your issue to resolve a problem, it may take more than a single session to solve your problem. If you continue to experience problems within 30 days of our initial connection, we can re-connect and troubleshoot at no additional charge.