Remote support

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We use a set of different tools to provide support to our customers. Please find further information below.

SweepMe! Remote Support Tool

To remotely support you, we provide a tool that is based on the remote access software of RemoteUtilities.

Handling

Icon of the remote support tool
To realize a remote connection, we provide a tool that can be obtained via a SweepMe! account. This tool has to be started on the computer that should be controlled remotely.

Screenshot of the remote support tool
After starting the remote support tool, a dialog pops up with an 'Internet ID' and a 'Password'. We will ask you for these two numbers in order to create the connection. The 'Internet ID' cannot be changed, but you can renew the password if needed.

Screenshot of the message box asking for access.
After we initiate a remote connection, a message box will be displayed that asks you to enable the remote connection. As long as you do not confirm, no remote connection is possible.
To stop a remote connection, just close the agent.

Installation of the agent

  1. Login to your SweepMe! account: https://sweep-me.net/login/
  2. Go to 'Downloads and Developer Tools'
  3. Click 'Download SweepMe! Remote Support Tool'

Video chat

For doing video chats, we recommend to use Jitsi. A session is easily created and sharing the desktop screen is possible as well.

Screenshot of Jitsi Meet

Initiating a session

  1. Go to https://jitsi.org/
  2. Click 'START A CALL'
  3. Alternatively, go directly to https://meet.jit.si/
  4. Enter a unique session name in the field 'Start a new meeting'
  5. Click 'GO'
  6. Allow webcam and microphone access
  7. Your session is created
  8. Disable camera or mute mircophone if you like
  9. Click on the 'i' in the bottom right corner
  10. Add a password (otherwise everybody can join the session who knows the link)
  11. Share the browser link and the password with the participants

Joining a session

  1. Wait for the session initiator to share the browser link and the password
  2. Enter the link in your web browser
  3. Enter the password
  4. You can join a session muted, using https://meet.jit.si/<session name>#config.startSilent=true where <session name> is the name of your session