Thanks for requesting remote support from the ARCTOOLS team. Please complete the information below. When you click the button, an executable named "ArctoolsSupport.exe" will be downloaded through your browser. Your browser will probably ask you to confirm this. Please override any warnings that may appear, download and run the program. When you run the program you may see other warnings. Please override these also.
The downloaded program will run our remote access software. A window will appear with a six digit number that is unique to your session. Provide this number to your support person. They will then connect to your machine to share your desktop, keyboard and mouse. The connection is encrypted, and our support person must enter another password (in addition to the 6 digit number) to connect to your machine.
After the connection is made, you can minimize the connection window. The Arctools Tech Support window will show as a running application on your taskbar. To disconnect, close the connection window by clicking the X in the upper right corner of the window with the six digit number. While the connection is active, be aware that both you and the ARCTOOLS support person will be able to see your screen and control your keyboard and mouse. Once you close the support window the connection will be terminated.
The remote control software may temporarily remove your desktop 'wallpaper' to speed up the connection. It will reappear when the connection is closed.
If you are planning to leave our support person connected for a long period of time or while you are away from your desk, please be aware that if your screen saver kicks in, or your screen becomes locked, the ARCTOOLS support person will probably NOT be able to unlock it. So if you need to, please disable your screen saver.
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