Remote Support is used by ProExe to provide instant remote support to customers. Gain control of a remote PC over the internet in seconds, without the need to pre-install software, or re-configure firewalls.

Advantages of Remote Support

• Fast & secure connections in 30 seconds or less
• Easy on the remote customer - even novice PC users
• Gather real-time system data with diagnostic tools
• Cost-effective
• No Travel Cost or Travel Time

Remote access is temporary:
After you grant permission to remote control your PC, a small applet is auto-downloads to your system. Once the session is over, all access rights are automatically revoked. All traces of the Customer Applet disappear from your PC when the session is finished.

Secure Remote Support:
All communication between you and your support technician is 256-bit SSL encrypted - - the same security levels used and trusted by major banking institutions.  You will be able to permit or deny access at all times during the session. With this, you have set up a unique one-to-one session that no one else can view or access during the session. That ensures your security and privacy.

Our secure Remote Support software is easy to use and requires no modifications to your firewall or security settings. We only access your screen and keyboard, there is no way a virus or Trojan can be transferred in either direction!

1. First contact us so that we know you need support.

2. We will provide either an email with a link that looks something like https://secure.logmeinrescue/R?i=2&Code=3421 or a login page and a 6 digit pin number as shown below.

For either method, the email link or the pin number, they will both be valid for 30 minutes from the time we send it to you.

3. You will be prompted to Run a web applet. Again there is nothing to install, you just need to download the temporary program and run the applet.

4. Depending on your browser and operating system, there will now be a second security warning, again click on Run.

Depending on your security, you may be asked to block or unblock the applet from your firewall. Click on unblock or allow.

5. The Support chat box will now display on your screen, and indicate that you are waiting for a technician to connect to your computer. Simply waiting for the ProExe technician to connect.

6. Once a ProExe technician connects, you will notice the chat box changes to show the name of the technician.

You can use the bottom of the chat box, to "chat" just as you would with any Instant Messenger. Enter text and click Send. You can disconnect at any time.

If you are also in contact by telephone or Skype, you do not need to use this chat box, and can minimise it.

7. You will be asked if the ProExe technican, can take control of your keyboard and mouse.

You have the option of saying "No" but this defeats the purpose of requesting the online support, so please click on "Yes".

8. You can stop the desktop sharing at any time by clicking on the appropiate buttons at the bottom of the chat box.

Disconnect will end both the session, and desktop sharing if it is currently in use. Whereas clicking 'End Desktop Sharing' will still leave the chat session running.

10. The applet goes away after you have disconnected the support session, and will not remain on your computer system. If in the future you need further Remote Support, you will need to download, and run the applet again.

• locate and remove viruses and install and configure anti-virus software
• stop pop-ups, remove adware/spyware and install/configure anti-spyware software
• install home and small office networks (including wireless networks) - ensuring security!
• fix email and software problems
• install and configure Remote Backup
• fix printer, scanner, and other peripheral problems
• speed up your computer and increase performance; PC tune-ups
• install and configure ExeScan
• perform standard maintenance, Windows updates/patches
• install and configure new software, suggest hardware upgrades
• fix error messages or frozen screens and much more!

With your permission, a small file is downloaded to your computer from LogMeIn.com. Once allowed to run, this small application, or Applet, creates the interface between our PC and yours so we can see exactly what's happening with your computer and provide solutions. Once the Remote Support is complete, the Applet automatically and completely removes itself from your PC.

Once the connection is established between Remote Support and your computer, we are able to see your desktop exactly as you do, and initiate scans and software checking to locate and repair problems.

From your side, you'll see the experienced Remote Support technicians checking your systems - your mouse pointer will move around the screen, system windows will open and software will be run directly on your computer by Remote Support.

Some of the features of our LogMeIn Rescue system include:

• Interactive Chat and detailed Session History
• Prompts to permit or deny Technician access to all functions
• File Transfer to the Technician
• Ability to stop Remote Control or disconnect at any time

For Remote Repair, your system must have:

• Windows 7, Windows Vista, XP & Server 2003 (all including 64-bit); Windows 98, ME or 2000
• Apple Macintosh OSX 10.4 (Tiger) & 10.5 (Leopard)
• Broadband connectivity to the Internet (i.e., T1, cable modem, ISDN, or DSL)
• 28K dial-up supported, but performance will be much slower

In addition, you are in control the whole time. Only you and the technician can initiate/end a remote support session. Also, you are always in control of your mouse (cursor). During your session you will see the technician using your cursor to locate and fix problems. At any time you can over-ride mouse control by simply moving your mouse.

You see everything that we do during the session. We can interact with you as we do not "lock you out" by disabling your keyboard or mouse.

The differences:

Remote Support

• No software is installed
• Support session is initiated by supplied pin number

Support Calling Card

• Software applet is installed onto your computer
• Desktop Icon will request help from ProExe

Once your Remote Support session has ended, We are unable to access your computer without your express permission. All requests have to be initiated and approved from your computer, before ProExe, can connect.