IT Helpdesk Scotland

IT Remote Support

Farmore IT remote support allows one of our support engineers to have rapid access directly to your computer from our office.

Here's what to do:

Step 1: Call the Farmore IT support desk (01786 489 666).
Step 2: You may be asked to click on the "Start Remote Support" (opposite).
Step 3: A message on your screen will prompt you to either Run, Save or Cancel the help.exe file. Choose Run. You may be prompted with security warnings depending on the software you are using. Accept all warnings and continue until you see the Farmore Support screen.
Step 4: Double click on the ID number given to you. This will allow the engineer to view your screen and control your keyboard and mouse.
Step 5: Sit back and relax while the problem is fixed.

What is remote support?

Remote support allows one of our engineers to gain instant access to your computer. This usually results in a much quicker resolution to any IT issue you may be experiencing.

Does it install anything on my computer?

It doesn't install anything on your computer and once the session is finished, your computer will be exactly the same as before (although hopefully the engineer will have fixed whatever problem you had).

How does it work?

We use a special piece of software which allows us to communicate over the internet with your computer. As long as you have an internet connection, it will work.

Can I stop the session?

You can stop the session at anytime by right clicking on the icon at the bottom right of your screen and choosing Close.

How secure is it?

There are various levels of encryption that we use depending on the circumstances. For technical reasons there may be different levels of encryption required. We will always let you know what is happening and we will always use the most appropriate level of security to protect you and your business.

Session Security

A session can only be started by you. Once the session is running you can leave your desk for a cup of tea while the engineer fixes the problem. However, as soon as the session is closed by you or the engineer, it cannot be reopened. You would need to start a new session.

What if I lose the connection?

If the connection is lost for any reason, simply return to this webpage and start a new connection. The engineer should be able to carry on.