Skylog Remote Support

When a customer has a difficult problem whereby it would be advantageous for Skylog Technical Support to be able to replicate the problem on the customer's PC and see exactly what is happening eg, error messages, file/folder locations etc, Skylog offers the Skylog Remote Support facility. This facility enables Skylog Technical Support to see and control the customer's Desktop on our support PC to view and investigate exactly what is happening on the customer's PC. The remote Support connection is set up by prior arrangement at a time convenient to the customer. The customer initiates the connection and can stop the remote access at any time. A broadband connection to the customer's PC is required for this service, and the customer's permission must be given before the remote connection to their PC is set up. The steps required to set up a remote Support session are as follows:

1. A suitable time and date for the remote Support session must be agreed between you and Skylog Development support via email using: skylogdev@btconnect.com.

2. Prior to the session's appointed time, you must download the small Remote Host app (RemoteHost.exe) from the Skylog website to your PC using:

https://www.skylogservices.co.uk/Utilities/RemoteHost.exe

Note: This is only required if you have Skylog Pro V6.17 or Skylog V6.10 or earlier. If you are using Skylog Pro V6.18 or Skylog V6.11 or later, this app is built-in to those versions.

3. At the session's appointed time, you must run the Remote Host app   by double-clicking on the executable file (RemoteHost.exe) in Windows Explorer or using Start->Run-><path>\RemoteHost.exe - where <path> is the folder in which the file resides or selecting Main Menu>Help>Remote Support - see the note in 2 above. The Skylog Remote Support dialog will be displayed. After entering your name in the 'Customer Name' box - if it is blank - and, if advised to do so by Support, replacing the Help Desk IP Address and Port Number (2024) with new ones provided by Support, the Support session is initiated by you by clicking on the 'Request Support' button. A 'Your computer is now remotely controlled by Skylog Technical Support' message should be displayed at the top right-hand corner of the screen and the dialog will be minimised.

4. Your PC Desktop and filing system will now be visible to Skylog Development support who will then carry out the investigative work to determine the cause of the problem and carry out any remedial work required to resolve the problem. At the beginning of the remote session, Skylog Technical support will initiate a chat session with you to advise you of any planned actions and, thereafter, to discuss issues arising from their investigations. You may terminate the remote Support session at any time by right-clicking on the 'Remote Support Session (Connected)' System Tray icon shown in the Windows Taskbar's 'Hidden icons' list (click on the Taskbar's 'Show hidden icons' arrow) and selecting 'End Session' in the dropdown menu.

5. Following the investigation\repair work required to progress\resolve the issue, Skylog Technical Support will terminate the remote session and return your Desktop to your control. Further communication will be via email.