Remote Support Tools.
A helpful list of our go-to's when working remotely
On the phone with one of our team? Often, they will ask you to connect to specific tools that help us to troubleshoot remotely and get you back up and running ASAP! Below are links to the most requested remote support tools, and a few extra self-help tips for good measure.
Remote Desktop Access
Use these tools below to give our team access to your desktop remotely – it will prompt a download, and provide a unique access code to share with our team. If you cannot launch the program directly after download, please go to your computers Download history and launch from there.
Identifying your IP
Sometimes we need to know what your computers IP address is, particularly if there are specific permissions required for certain programs, or if you are part of a testing team for new software.
Direct in Google
- Open a Google Search, type "what's my IP" into the search console.
- Result will display directly at the top of the results.
Checking Internet Speed
Some programs will glitch or stop running without enough Internet. Use these tools below to confirm what your computers current internet speeds are for both downloads and uploads. Be sure to note how many people and devices are running on your internet as this will impact individual speed.
Direct in Google
- Open a Google Search, type "Internet Speed Test"
- Click the blue "RUN SPEED TEST" button at the top
- Wait for the test to complete
Hot Tips
Generate a new password
Creating a strong new password? Try this: passwordsgenerator.net
Hard refresh a specific page
- Windows and Linux browsers: CTRL + F5
- Apple Safari: SHIFT + Reload toolbar button
- Chrome and Firefox for Mac: CMD + SHIFT + R
Clear Cache to improve performance
- Google Chrome: Click three dots > History > Clear Browsing Data
- Safari: Safari menu > Clear History
- Other browsers: Look for Settings/Preferences/Privacy options
Reboot a VoIP Phone
Is your VoIP desk phone playing up? If you're plugged into the Internet via cable, try unplugging the internet cable (from the back of the handset), waiting a few seconds, and plugging it back in again. This will force the handset to reconnect to the network and often resolves minor issues.
Wi-Fi or Bluetooth not working
Open your Internet connections and FORGET / DELETE the wi-fi or Bluetooth that is saved. Once it's been removed, re-pair the device (and enter passwords) to restore connection and generate active lookup. If this doesn't work, try on the connecting device also, if between your 2 devices they still won't connect with each, try an alternate device to determine the hardware that needs further investigation with its supplier.