How to Allow a technician to take Remote Control of your computer

This article explains how technicians can gain remote control access to your computer and assist you with any issues that you are experiencing. A ticket should first be submitted to helpdesk.fau.edu and a technician will reach out to you to schedule the best time to assist.

If you submitted a request at helpdesk.fau.edu and a technician has reached out to assist, the technician may ask you to start a remote control session from your computer. There are several options for OIT to remote into your computer:

• LogMeIn Rescue
• Microsoft Teams screen-share feature
• Skype for Business share-content feature
• Remote Desktop Connection

 

LogMeIn Rescue is optimal to use for all computers connected to our domain. 

1. Click here to start www.logmein123.com
2. The technician will provide you a pin code. Enter the six-digit code, then click the Start Download button
3. LogMeIn should start to download and run the applet from your browser. This could take a moment.
4. Once the applet downloads and runs, this box will pop up > Select OK  
5. Another box will pop up, 'Do you want to allow this app to make changes to you device LogMeIn Rescue Applet' > Select Yes
6. Wait for the technician to launch the control session and click OK when the following box pops up
7. The technician will now have full control of your computer and can assist you.

 

If you experience issues downloading LogMeIn, it may be best to use Microsoft Teams or Skype for Business. If you do not have Microsoft Teams or Skype for Business installed on your computer, you can install them at portal.office.com with your FAU credentials.

 

Microsoft Teams is best to use on Windows computers, personal computers, or any computers that may not be connected to the network. Teams does not have a screen-share option on Macs. 

1. Once Teams is installed, sign-in with your FAU credentials
2. When you are signed-in, the technician will message you through the chat feature
3. Select the screen-share option in the top right-hand corner of the chat  
4. Select Desktop 
5. At the top of the screen, select Give control 
6. The technician will now have full control of your computer and can assist you.
7. When the remote session is complete, select Stop presenting

 

Skype for Business can be used for anyone that needs remote control support. 

1. Once Skype for Business is installed, sign-in with your FAU credentials
2. The technician will Skype message you when you are signed-in
3. Select the Share-Content icon at the bottom of the Skype chat > Select Share your Desktop  
4. Select OK
5. At the top, select Give Control > select Yes 
6. Select Stop Sharing when remote session is complete

 

If you do not need to be signed-in for the remote session, the technician will remote into your computer using Remote Desktop Connection. Please provide the technician your computer name and verify with the technician that your computer is turned on. The technician will remote in with their admin credentials and attempt to resolve the issue that you are experiencing.