Introduction

At times, Technology Support personnel may ask to connect to your machine in order to view specific behavior, attributes, or processes. This is called receiving remote assistance, and can be performed using a variety of tools. 

Requesting assistance with a Windows 10 PC

The instructions below reflect remote assistance using Quick Assist for Windows 10 PCs.  Typically, the person who is offering assistance provides a security code to the person requesting assistance and, once the person requesting assistance enters the code, the person offering assistance will be able to see the screen.

If you are the person requesting assistance,

  1. click the START button > Windows Accessories > Quick Assist.

    The Quick Assist window will appear.
  2. Enter the code and click Share screen. (This code may be provided to you in an email, ticket, or over the phone.)
  3. You will receive a prompt to allow the person providing assistance to either view your screen or take control of your PC. Click Allow.
  4. The person will not be able to control your PC or see your screen.
    • To chat with the person assisting you, click the Toggle Channel button.
  5. To end the session, click the X at the top of the Quick Assist window.


Requesting assistance with a Chromebook

The instructions below reflect remote assistance using Chrome Remote Desktop for Google Chromebooks.  Typically, the person who is offering assistance provides a security code to the person requesting assistance and, once the person requesting assistance enters the code, the person offering assistance will be able to see the screen.

If you are the person requesting assistance,

  1. click the Launcher and type Chrome Remote Desktop.
  2. Click the Chrome Remote Desktop icon that appears.
  3. Click Share next to Share this computer for another user to see and control.
  4. An access code window will appear. When and where prompted, provide the person assisting you with this access code.
  5. Click Share to allow the person assisting you to see and control your computer.
  6. To end the session, click STOP.