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Online Help

We have tried very hard to make our systems and processes as simple and user-friendly as possible. But, sometimes, prospective clients need help with the online signup process and new clients need assistance in other ways. In order to help we need to be able to connect to your computer system and either watch what you are doing or do it for you and let you watch us. We use UltraVNC, a free, downloadable software application to establish the connection to your system. If you encounter problems using our software and need our assistance, please do the following before contacting us:

For Windows Users Only

  • Download the following small program which will establish the UltraVNC connection:
    Click here to download the file.
  • Save it to your desktop so that it's easy to find.
  • Before you double click the file to run it, send anEmail to us explaining your problem in the best way you can so we can research your issue before helping you.
  • When both you and the tech support are ready, double click the file you downloaded to your desktop.
  • Click Run
  • Enter the password: factoring.
  • Click the Sign In button.
  • Wait for the "Support Online" button to turn green, which means our tech support person has also connected.
  • Click the Show Desktop button.
  • If a Windows Security Alert dialog box pops up asking if you want to "keep blocking this program," click the Unblock button.
  • Sit back and let our tech support person fix your issue.
  • Click Sign Out or Close at any time to disconnect.

For Mac Users

  • Remote access to your Mac is easier with OS X Tiger because it has built-in Apple Remote Desktop. However, you need to check LAN setting in VNC client otherwise the screen will hang, “Please wait, initial screen loading….”
  • Step-by-step instructions:
    1. In Mac, under System Preferences, click Sharing and enable Apple Remote Desktop.

    2. Enable Apple Remote Desktop in Firewall.

    3. Check users who are allowed to access to your Mac, and create a password for screen login.

For tech Support Team - How To Control Macs Remotely

  1. In UltraVNC Client in Windows, check LAN option in stead of Auto.

  2. Enter the password that you created in Step 3.

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