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Remote PC - GoSupportNow

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    GoSupportNow Customer Support

     

    Your satisfaction is important to us. We want your experience with the GoSupportNow service to be as good as “being there”. If you have any problems while using GoSupportNow, please check the FAQs below for answers that might help with your problem. And feel free to contact RHUB support for any GoSupportNow questions:

    1. The best way to contact support is to submit a support ticket. The support email address is support@gosupportnow.com  

    2. Call support at 408-642-5221 (1:00am - 6:30pm Pacific Time, Monday through Friday).

    3. Download User Manual

    4. Supported user environment:

         Windows: 

    • Windows 2000, XP, 2003, Vista, Windows 7, 8

         Mac:

    • 10.4 or later, Intel or PPC based
         Other platforms (Linux, Unix, iPhone, iPad, Android, etc):
    • a browser can be used to attend a meeting (view only)
    • a Wi-Fi connection is recommended to join meetings via mobile devices such as iPhone and iPad.

    5. FAQs

    1. How do I attend a support session?
    2. How do I retrieve my lost password? How secured are my passwords?
    3. Can anyone join my support sessions?
    4. Does GoSupportNow use SSL encryption?
    5. Can I record a support session?
    6. How do I play the recording?
    7. How do I cancel my account?
    8. Can I support multiple remote computers on one local computer?
    9. How can I access a remote computer anytime I want?
    10. I have trouble to install GoSupportNow. How can I get around it?


    1. How do I attend a support session?

    Click the “Join Meeting” button at the top of this page. On the resulting page, enter the meeting id that the support representative sent to you, the password (if any), and enter your name, then click the “Join Meeting” button.

    2. How do I retrieve my lost password? How secured are my passwords?

    Click the “(Forget password?)” link under the Login button at the login page and enter your email address. The system will send you a new password generated by the system. After you use the new password, click “Account” at the left panel and reset your new password.

    Your user account password and passwords required for unattended support sessions are irreversibly encrypted in the database and transmitted over the Internet using SSL. Because of that, you need to remember those passwords. There is no way for our support staff to retrieve them for you.

    3. Can anyone join my support sessions?

    You can invite anyone to join your support sessions. They do not need a GoSupportNow user account.

    4. Does GoSupportNow use SSL encryption?

    All user passwords, meeting passwords and meeting IDs are transmitted via SSL between GoSupportNow clients and the GoSupportNow server.

    5. Can I record a support session?

    Yes. On the GoSupportNow Control Panel, click the Record icon. Make certain that your computer’s microphone is on. If attendees are talking via the telephone, turn your speakerphone on so your computer’s microphone can pick up their voices. When you are finished recording, click the Stop Recording icon and choose the name for save the recording.

    6. How do I play the recording?

    You can double click on the saved recording. The recording will begin playing automatically. You can pause the recording, scan forward or backward and change the volume during playback.

    7. How do I cancel my account?

    To cancel your subscription, log in. Click the “Account” link on the left. Then click the “Change Plan” button. Then click the “Cancel Plan” button. Your account will remain active until the end of your billing period.

    You will receive an email notification for every monthly bill. The email will include a link for you to easily click and login to the system and change or cancel your subscription.

    8. Can I support multiple remote computers on one local computer?

    You can support as many remote computers (PCs or Macs) as you need on one local computer by starting multiple remote support sessions. However, you need to purchase additional concurrent sessions in order to support multiple remote computers concurrently.

    With multiple concurrent sessions purchased, you and your colleagues can support multiple remote computers anywhere you want, under one or multiple local computers. The number of remote computers you and your colleagues can support at the same time cannot exceed the number of concurrent sessions you purchase.

    9. How can I access a remote computer anytime I want?

    You first start a remote support session. Then you have the target computer join the support session (both computers can be the same computer). Go to the "Tools" menu and click "Change to unattended support session" and follow the prompts from there.

    To access a remote computer running with a unattended support session, sign in your GoSupportNow client software and click the "Active" link on the top. It will show all active unattended support sessions. Click anyone of the sessions and you can control a remote computer just as you are there. You can remotely reboot or safe reboot, change users, login as admin, lock computers, and so on, as long as the remote computer is powered on and connected to the Internet. To stop a unattended support session, right-click the session name on the active session list and you will see a menu option to stop the session.

    Note that each unattended support session requires one concurrent session license.

    10. I have trouble to install GoSupportNow. How can I get around it?

    If you have any trouble in installing GoSupportNow, download this zipped GoSupportNow. Run for "TurboMeeting.exe" after unzip it. You may want to create a shortcut of the executable on your desktop for convenience.  

     
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