Interactive Remote Support

In order to identify and correct certain problems, it can be helpful to allow a member of the KLT support team to view your desktop and share control of your mouse and keyboard.  For example, let's say you just installed new hardware and can't get it to work correctly.  You've talked to a KLT support representative and have determined that there may be a problem in the setup or configuration files.  The time-efficient thing to do is to let the KLT team member "virtually" sit in front of your workstation.

How It Works

There are many remote access programs available. If you don't already have something installed, or you're not familiar with how remote assistance works, please take a look at Windows® Remote Assistance.  (In order to view this short video, Microsoft may ask you to download and/or activate Silverlight.)

It is important to remember that you are in control of your computer at all times.  You always have overriding control of your mouse and keyboard, and you can end the screen-sharing session at any time.  The shared password is unique to that single remote access session.  Once you end the session, the remote user cannot log back in.  If needed, you would have to initiate a new session, with a new password.

Also keep in mind that the remote user can see your full screen.  Before initiating a remote assistance session, you should close or minimize all personal or irrelevant documents, emails, programs, etc.