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.

When (if) something goes wrong with an individual web server or with a system on our network, rest assured that we know about it immediately. Our monitoring system, automatically, monitors all services on the servers (http, https, ftp, mySQL, pop3, smtp, backupMX, remotebackup).

Automated checks are carried out every ten minutes, should an alarm be raised, this is immediately notified by email and a SMS (text) message to the technicians mobile phone.

ProExe is a great believer in automation. This in house (self built) monitoring system, is also used by third parties to monitor their own websites or mission critical online applications.

• 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!

1. Search the knowledge base
2. Submit a support ticket

Email Based Support:

Contact:
Technical Support: support@proexe.net
Accounts Enquiry: accounts@proexe.net
Sales Enquiry: sales@proexe.net

Support is carried out via email. If you cannot find the answer to your query on these pages, send an email to support@proexe.net, detailing the problem/query. You will usually get a response within a couple of hours.

Account customers will also get access to our 0845 office telephone number, and mobile number.

 www.proexe.net

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The word is derived from Professional and the river Exe in Devon.

What is the ProExe Support Calling Card? 

The Calling Card feature allows you to connect directly to a ProExe technician. Think of it as a direct hotline to us.

(Note the calling card software needs to be installed onto your computer.)

Connecting to a Technician Using the Connect to Remote Support Form
Connecting to a Technician Using a PIN Code

How do I use the Calling Card?

The Calling Card feature will be installed on your PC.
Once it is installed, you will have an icon on your desktop.
We will now assume that you are having difficulties with your PC, and would like to request help.

Connecting to a Technician Using the Connect to Remote Support Form

1. To connect to ProExe, simply click on the desktop icon and by default the Calling Card will open at this screen:

2. To connect to a ProExe technician, simply enter the information in the fields, then click on Connect.

3. Next, a chat box will open:

4. The status of the above session is Waiting for Technician, this means that your session will soon be picked up by a technician at ProExe. At this stage, you are not able to communicate with anyone.

5. As soon as a ProExe technician picks up your session, the form of the box will change and you will be notified that you are connected to a technician:

6. You are now able to type text into the empty field highlighted above and to 'talk' live to the technician:

7. Type in your message, then click the Send arrow to send the message to the technician. The technician will respond in a similar way to assist you.

8. Previous messages in the conversation will appear in field A, as in the example below, and you type in new messages in field B, as below.

9. The above is an example of a conversation between a customer (in blue) and the technician (in red).

10. The chat conversation can continue for as long as is necessary to solve any issues you may have. Remember to click the Send button every time you want to send a message to the technician.

11. Once you are connected, your ProExe technician may want to use some diagnostic tools to check out your machine. They will ask you for permission to use these tools, e.g. Remote Control, where the technician takes control of your machine from their machine. If you are not sure what this involves, ask your ProExe technician for more details before giving permission. However, if you decide not to give permission, this might restrict the technician's ability to solve your issue.

12. If you want to end the chat conversation at any time, click on the red Disconnect button.

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Connecting to a Technician Using a PIN Code

1. It may happen that you have already contacted ProExe and you have spoken (or are speaking) to a technician.

2. If you are unable to resolve your issue over the phone, the ProExe technician will give you a 6-digit PIN code (e.g. 123456), which you should make a note of.

Note: You must use your PIN code within 20 minutes, otherwise it will expire. If you try to enter an expired PIN code, the system will advise you of this and you will need to get a new PIN code from ProExe.

3. You should now click on the Rescue Calling Card icon:  on your desktop.

4. The Calling Card will open and you should click on Home and then select the Connect using PIN code option in the drop-down menu.

5. On the page that appears, write the 6-digit number into the field, as below, then select Connect: 

6. Next, a chat box will open:

7. The status of the above session is Waiting for Technician. This means that your session will soon be picked up by a technician at ProExe. At this stage, you are not able to communicate with anyone.

8. As soon as a ProExe technician picks up your session, the form of the box will change and you will be notified that you are connected to a technician:

9. You are now able to type text into the empty field highlighted above and “talk” live to the technician:

10. Type in your message, then click the Send arrow to send the message to the technician. The technician will respond in a similar way to assist you.

11. Previous messages in the conversation will appear in field A, as in the example below, and you type in new messages in field B, as below.

12. The above is an example of a conversation between a customer (in blue) and the technician (in red).

13. The chat conversation can continue for as long as is necessary to solve any issues you may have. Remember to click the Send button every time you want to send a message to the technician.

14. Once you are connected, your ProExe technician may want to use some diagnostic tools to check out your machine. They will ask you for permission to use these tools, e.g. Remote Control, where the technician takes control of your machine from their machine. If you are not sure what this involves, ask your ProExe technician for more details before giving permission. However, if you decide not to give permission, this might restrict the technician's ability to solve your issue.

15. If you want to end a chat conversation at any time, click on the red Disconnect button.

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