About the FreeYourNet Remote HelpDesk
As part of our service, we offer a 'remote helpdesk' whereby we
connect to your computer across the internet using a
secure, encrypted connection that enables us to view your computer's screen remotely, and
control your computer using (our)
computer's mouse and keyboard, pretty much like being directly
in front of it.
By eliminating the need for you to book us for a personal visit,
we can often respond quicker to your needs and perform IT tasks
more cheaply for you. While there are some tasks that are not
suited to remote support (such as hardware-related work,
wireless surveys or some network reconfiguration tasks), the
majority of IT support tasks can be effectively undertaken
remotely, including those that require software installation
and/or rebooting of your computer.
While we have pre-configured permanently available remote
access for some of our business clients, we can offer ad hoc
remote support for all our business and residential clients. We
use a sophisticated and secure remote support system based on
Citrix Online's award-winning
GoToAssist
Express service.
The remote access software is installed on your computer for the
duration of the support session only, and does not require you
to open access to us through your firewall, for instance, or
perform any other complex configuration of your computer. Once
we agree with you to conduct a remote support session, we will
invite you by providing you with a one-time support key
that you use to connect with. We will normally provide you with
the support key shortly before the scheduled time of the
session, either by e-mail or by 'phone. So, remember to check
your e-mail close to the scheduled time!
Once you have your support key, return to this page and go to
the Connect Now section.
Download
If you have been asked by us to visit this page and download the
FreeYourNet Helpdesk launcher, download it by clicking
here:
Download the FreeYourNet Helpdesk
launcher
This file is not the remote access software itself, but rather a
convenient 'launcher' which brings you back to the correct part
of this page when you are ready to start a remote support
session.
Some notes about this download:
The download file is named FYNHelpDesk.exe,
and its size is approximately 285KB. This should only take a few seconds to download over a broadband connection.
If your web browser prompts you, do NOT choose to Run
the program directly, but rather Save the downloaded
file to a folder on your hard disk. It doesn't matter what
folder you save it to (but you must of course remember where!).
We suggest you save the file to your desktop for ease of access.
The download file is "digitally signed" by us. When you
perform the download, your web browser may ask you if you
want to accept the digital certificate that is attached to
the file. Check that the certificate is in the name of "CoCo
Systems Ltd." (which is our registered company name), and
accept it if it is. This procedure will ensure that you
receive exactly the file that was signed by us, and that it
has not been tampered with by anyone else.
Connect for Remote Support
If you have received your support key from us and are ready
to start your support session, please read the description that
follows below before filling in and submitting this short form:
| Initiating a
remote support session will not normally require you
make any changes to the security of your computer.
If at any time you feel uncomfortable with the
process, or you have any questions before proceeding,
please
contact us directly by 'phone or e-mail. |
When you submit the form then, depending on your system
configuration, the remote access software will begin to download
and install automatically, or you will be taken to a download page on
our remote access service provider's web site, fastsupport.com.
Once there, click the "Download Software" button and, when
prompted, choose to Run the software.
You will encounter one or more confirmation prompts, depending on what
version of Windows you are running on your computer. Once you
assent to these the software will download, install and
automatically start. If you have a broadband internet connection
this should take only a minute or two to complete.
At this point you will be asked to confirm you wish to join the
remote session, following which we will be notified of your
presence and accept your connection.
Once the remote session is completed, the remote access software
will be automatically uninstalled from your computer, preventing
us from accessing your computer further.
