How to Use Remote Help (Remote Support Software)

Introduction

This article will assist staff and faculty in using the remote support software client, Remote Help. Remote Help can be used as a desktop application to “remote into” a user’s computer over the internet to view their computer screen, control their mouse and keyboard, and help provide support.

Using the Desktop Application for Remote Help:

1. Search for “Remote Help” in the start menu
2. Click on the Remote Help app
   1. The application will look like this:  
3. If prompted, sign in with your @indstate.edu account.
4. Type in the code received from the computer technician in the box labeled "Enter code."
   1. This code will consist of numbers and letters that the technician will generate.
5. A pop-up will appear asking you to give share your screen or grant full control of your device to the computer technician. Click the blue box that says “Allow."
6. The computer technician will now have access to view your screen or full control of your device. (Depending on the access granted.)
   1. Click the text bubble on the Remote Help bar located at the top of your screen to message the computer technician controlling your device
   2. Click the “Cancel Control” button on the Remote Help bar to cancel the computer technicians' control of your device.
      1. When the “Cancel Control” button is clicked, the computer technician will not be able to control your device, but they will still be able to view your screen.
      2. Click the “X” at the top right of the Remote Help bar and click “Close” when asked if you want to close the app to exit out of Remote Help. This will close the connection the technician has to your device.

After following the instructions above, you should know how to use and access the Remote Help. If you have questions or need additional assistance, feel free to reach out to our IT Help Desk.