Preparing for a remote support session
Have the affected device ready and keep the issue visible so the session can focus on the problem.
Before the session
- Connect your device to power and a stable network.
- Save your work and close unrelated or confidential windows.
- Keep the error message or affected application available.
Verify the request
Only accept a remote session you requested or that you can verify through your existing support conversation. Confirm any instructions in your ticket before installing remote access software.
During the session
Stay available to explain the issue and approve any prompts on your own device. The support agent will let you know if a restart or other interruption is needed.
Never give an unsolicited caller access to your device or share a one-time sign-in code.
Need more help?
Bring your question to our support team.
