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Remote help

Let me help you without leaving your chair

Some problems can be sorted without you bringing the computer in. If we’ve agreed I’ll help you remotely, this page shows you how to let me see your screen. It takes about two minutes, and you stay in control the whole time.

The first look is free, just like a diagnostic. I’ll find out what’s wrong and tell you what it needs. Remote sessions run 10am–8pm Monday to Friday, and at weekends by appointment. If there’s work to do, you’ll get a price first, and nothing is done until you’ve agreed it.

Only do this after we’ve spoken

I will never ring you out of the blue asking to connect to your computer. If anyone calls claiming to be from RenewIT, Microsoft, your bank or your broadband provider and asks you to download something, hang up and call me on 07725 343 702.

I will never ask you to log into your bank, type in card details or pay while I’m connected to your computer. When the job’s done and you’re happy, you pay afterwards, on your phone. If someone connected to your computer asks you to open your banking, disconnect straight away.

On a Windows computer

Most people are on Windows. If you’re not sure, this is probably you.

  1. Download the remote help tool

    It’s already set up to connect to me. Nothing gets installed: it just runs while you need it.

    Download for Windows

    The file has a long, odd-looking name. That’s normal: please don’t rename it, because the name is how it knows to connect to me.

  2. Open it

    Open the file from your Downloads. If Windows asks whether you want to run it, or whether to let it make changes, choose Run or Yes.

  3. Read me your ID and password

    On the left of the window you’ll see an ID (9 numbers) and a one-time password. Read both to me over the phone. The password changes every time, so it’s useless to anyone afterwards.

  4. Watch while I work

    You’ll see your mouse move as I work. A small window shows that I’m connected, and you can end the session at any moment by clicking Disconnect or closing the program.

    If a box pops up asking whether to allow an app to make changes, I’ll ask you to click Yes. Windows hides these boxes from me on purpose, so only you can answer them.

  5. Close it when we’re done

    Once it’s closed I can’t connect again. You can delete the downloaded file if you like.

On a Linux computer

Linux needs one extra setting. I’m happy to talk you through it on the phone.

  1. Download RustDesk

    It’s the free, open-source program I use. Get it from its official page: pick the .deb file for Ubuntu or Linux Mint, or the AppImage, which runs on most other versions of Linux.

    Official RustDesk downloads

  2. Point it at RenewIT

    Open RustDesk, then go to Settings → Network → ID/Relay server. On some versions you’ll need to click Unlock network settings first. Copy these two boxes in, leave the others empty, and press OK:

    ID server

    remote.renewitcomputers.co.uk

    Key

    ezBK4r68fmzbFSvSR0gl5JBLvwE2isZO+2zLD9i8hhM=

  3. Read me your ID and password

    Same as on Windows: read me the ID and one-time password, watch while I work, and close RustDesk when we’re finished.

You’re in control

Only with your say-so

I can only connect when you open the tool and give me the code, and only while you’re there.

You see everything

Everything I do happens on your screen in front of you. I’ll ask before opening anything personal.

Nothing left behind

Close the program and the connection is gone. I can’t get back in later, and nothing stays installed.

Stuck, or not sure?

Give me a ring and I’ll talk you through it, or we can sort a drop-off instead. Calls Monday to Friday 9am–5pm and Saturday 10am–4pm.

Call 07725 343 702
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