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Setting Up A Remote Assistance Session

 


 

Sometimes it's easier if we can see what you're doing! If you’re having problems, we now offer remote assistance to help you “Get Going”!

 

What you need:

 

  • Windows computer with Windows XP or higher

  • Or a Mac computer with OS X 10.6 (Snow Leopard) or higher

  • Google Chrome

  • A Google account (It is free to register. If you do not have one, or have objections to using one, you can create an account and delete it after the remote assistance session is finished. The use of a Google account is required for this procedure.)

 

If you do not already have Chrome installed on your computer, it can be downloaded for free from http://www.google.com/chrome . This guide will not cover the installation – a thorough guide is available on Google's site: https://support.google.com/chrome/answer/95346?hl=en

 

Be aware: Some of the exact steps of this guide may change with future releases of Chrome software. We will try to keep it updated, but if you notice something that needs to be corrected, please contact us.

 

Once you have a working copy of Chrome, you will need to install the Chrome Remote Desktop app:

 

  1. Visit the Chrome Store.

    1. You can do this by opening a new tab inside Chrome and clicking the “Applications” button at the top left of the window. Click on the Google Store icon.

    2. Alternately, visit https://chrome.google.com/webstore/category/apps in Chrome.

  2. Click the search box at the top left corner of the page and search for “Chrome Remote Desktop”Chrome Web Store search bar

  3. Click the blue “+ Free” button for the Chrome Remote Desktop (there will be other similar apps to download – make sure you choose this one)Chrome Remote Desktop on the search results

  4. If you aren't currently logged in to your Google account, you will be prompted to do so.

  5. A window will appear near the top of the page asking to confirm that you want to install the new app. Click Add to continue.
    Remote Desktop installation confirmation

  6. The app will begin to download. It may take a few minutes to download and install.

  7. When it has finished, Chrome will open a new tab that shows all installed apps. The Remote Desktop should now be visible.Apps page in Chrome

 

You should only start a remote assistance session when it has been arranged with a technician, because opening a session does not also contact the technician To set up a remote assistance session using Chrome Remote Desktop:

  1. Open a new tab in Chrome and click the “Apps” button.

  2. Click the Chrome Remote Desktop icon to open it.

  3. If this is the first time you are running the app, you must grant “extended access permissions” to your computer.

    1. Click Continue to authorizeAuthorization window

    2. A new window will appear listing the permissions being requested. Click Accept to continue.Permissions screen

  4. You should now see the options for using the Chrome Remote Desktop. Click Share to begin.Remote Assistance menu

  5. After a short wait, a new window will open showing a 12-digit code. Provide this code to the LinguisTech technician helping you.Session access code

  6. Do not close this tab! Someone can only join the session while it is open and waiting for a connection.

  7. When the technician has connected, the window will notify you. A green-bordered bar will appear at the bottom of your screen as well, showing who is connected.Connection bar

 

Both you and the technician will have shared control of the computer. There is no chat window option, so unless a chat session (using Skype, Google Talk or Google Hangouts, for example) as been arranged, you can communicate using a text editor or word processor program. Unless the technician needs you to demonstrate something, or enter text, please don't try to override what the technician is doing.

 

When the session is finished, it can be ended by clicking the “Stop Sharing” button in the green bar, or on the technician's end. You can now safely close the tab.

 

If you want to remove the Chrome Remote Desktop app, you can do so from the Apps list. Right-click on Chrome Remote Desktop and select “Remove”.