Remote Support
How to prepare for a remote support session
What to have ready so a technical support session can start smoothly.
This article provides general information. The right troubleshooting steps can vary by device, configuration and situation. Back up important data before making significant system changes.
Describe the symptom
Note what you were doing when the problem started, what changed recently and any error message you can reproduce.
Keep the device available
Have the affected computer powered on, connected to the internet and, for laptops, connected to a charger.
Protect your privacy
Close private documents and applications you do not want visible during screen sharing. Never disclose passwords unnecessarily.
Confirm who you are connecting with
Use only the remote-support instructions provided through the support channel you intentionally contacted.
Need a hand with it?
Byte Assist provides independent technical support for homes and businesses in Texas.