Remote Support

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Establish Remote Support

If you have already scheduled an appointment with us for Technical Support, please refer to the following to set-up your computer(s) for Remote Support by one of our Technical Support Representatives. If you do not have an appointment yet and need to schedule support with one of our Technical Support Representatives, please refer to our Schedule Support page.

Option 1: Fast Support

 
 
 
 
 

Setup:

  1. Start a New Session above for all ops requiring inspection or installation.
  2. Place the Operatory name (Hygiene 1, OP4, ex.) in ‘Your Name’.

 

  1. Receive ‘Support Key’ (9-Digits) from your support technician at beginning of call.
    • TIP: Try deleting or backspacing the empty spaces in ‘Support Key’ prior to typing if you cannot type all numbers.

  1. Click ‘Continue’ and follow the prompts by GoToAssist.
  2. If no prompt windows appear, check your Documents or Downloads folders for the following program. Double click to open the remote session.

  1. Click ‘Allow’, ‘Open’, ‘Yes’ for any permissions windows that appear when attempting to establish connection.
  2. Confirm your scheduled technician has required access to edit and modify files.
  3. Kick back. Take a break. Let our trained technicians do the rest.
    • You may be requested to plug/unplug equipment or to take test exposures.

 

Option 2: Any Desk

 
 
 
 
 

Setup:

  1. Start a New Session above for all ops requiring inspection or installation.
  2. Click ‘Run’ and ‘Allow’ where required to begin download.
  3. If no prompt windows appear, check your Documents or Downloads folders for the following program. Double click to open the remote session.
  1. Have your ‘This Desk’ number ready for all ops to provide to your technician.
  1. Read off your “This Desk” number to your technician.
  2. Allow Anydesk access to the network.
  3. Click “Accept” to enable the connection. If “Accept” with a shield icon is available as well, click this instead.
  1. Confirm your scheduled technician has required access to edit and modify files.
  2. Kick back. Take a break. Let our trained technicians do the rest.
    • You may be requested to plug/unplug equipment or to take test exposures.

Additional Setup for MAC users:

  1. Open “System Preferences”.
  2. Go to “Security and Privacy”.
  3. Go to “Privacy”
  4. Locate both “Accessibility” and “Screen Recording” in the left menu.
  5. For both, click the lock in the bottom left to enable changes.
  6. For both, check off “GoToAssist” or “AnyDesk” in the list of apps on the right.
  7. Confirm with your technician that access has been fully granted.