How remote support works, and how to start a session
With remote support, one of our engineers connects to your computer over the internet and fixes the problem there and then, without a site visit.
Starting a session
- Call us on the number below and describe the problem. Our technician tells you which tool to use.
- Open our remote support page and download the tool our technician asked for: Acronis or AnyDesk for Windows, or AnyDesk for Mac.
- Open the downloaded file. Nothing is installed permanently.
- Read the technician the code the tool shows on your screen.
- Accept the connection when asked. You will see the technician working on your screen.
During and after the session
- Stay at your computer if you can, so you can answer questions and see what is being done.
- Close any documents you do not want on screen before the session starts.
- When the work is done, the technician ends the session. Nothing was installed permanently, so you can delete the downloaded file afterwards.
Before you call
- Note any error message, or take a photo of the screen.
- Think about what changed just before the problem started, such as an update or new program.
- Have the computer switched on and connected to the internet, if it can be.
Stay safe
Only start a session with someone you contacted yourself, on a number you know. Not expecting a session? Talk to us first. Never let a caller who phoned you out of the blue connect to your computer, even if they say they are from Microsoft, your bank or your internet provider. That is a common scam.
Still stuck?
Download the remote support tool from our remote support page and call us on +264 83 376 4016, Monday to Friday 08:00 to 17:00. You can also email info@microtechnamibia.com.