Live Support
The Live Support tool enables a member of our support team to view your desktop and share control of your mouse and keyboard to efficiently resolve your support issue.
How to Request Live Support
- Call 519.645.6190 or send an e-mail to request and schedule a time for live support.
How It Works
Your iCONECT representative will direct you to this page to initiate a live support session.
Step 1: Contact iCONECT Technical Support to arrange a Support Session
Step 2: Select the agent number provided by your iCONECT representative from the drop down menu, and then click Continue.
If your iCONECT representative is not listed, please contact our technical support hotline at 519.645.6190 or e-mail support.
Step 3: You are prompted to download a small virus-free plug-in.
Step 4: With your permission, your support representative can view your screen and share control of your mouse and keyboard.
Step 5: You are in full control of your computer at all times. You always have overriding control of your mouse and keyboard, and you can end the screen-sharing session at any time.
FAQs
- Q: How does this service work?
A: Once you connect to the service, you are prompted to download a small, self-installing plug-in, which allows your iCONECT representative to view your desktop and share control of your mouse and keyboard. At any time during a support session, you can take control of your computer just by moving your mouse. You will be in charge at all times. - Q: Can my iCONECT representative look through files without my knowledge?
A: Absolutely not. Your representative sees only what you see and whatever you permit him or her to see on your computer screen. Before your iCONECT representative views your screen, he or she will first ask your permission and request that you close all documents containing private information. - Q: How is security maintained?
A: At the beginning of a screen-sharing session, you and your iCONECT representative are connected via a communication server. The screen data that is passed between you and your representative during a session is highly compressed using proprietary technology that can be viewed only with GoToAssist software. This data is also encrypted using 128-bit Advanced Encryption Standard (AES) encryption. Privacy principles are TRUSTe compliant. After the session has ended, your representative can no longer see your screen or access your computer. - Q: What are the minimum requirements for my computer and Internet connection?
A: For your iCONECT representative to view your desktop, your computer should meet these requirements:- A stable 56k or better Internet connection (recommended)
- Pentium-class PC running Windows® 2000, XP, Vista or later; Windows Server 2003 or 2008; or later (recommended)
- Internet Explorer 4.0 or Netscape 4.0 or higher
- Recommended: Ability to make direct outgoing TCP connections, or availability of a SOCKS server or an HTTP proxy
- Q: Is the plug-in virus free?
A: Yes, the plug-in is safe. We're as concerned as you are about this issue, so regular virus checks and updates are conducted. This helps us maintain our technology at the highest standard to ensure superior quality service. The warning message you might see on your screen is a default message displayed by your browser when you download executable files. You can feel confident using this plug-in. - Q: What is the size of the file that I will download to engage in a screen-sharing session with my iCONECT representative?
A: The file size ranges between 329 kb and 580 kb. - Q: Are there any files or folders left on my computer after the session ends?
A: The downloaded file stays on your computer; however, the file is useless without a new "encryption key." To download a new encryption key, you need to initiate a subsequent session with an iCONECT representative. Screen-sharing sessions must be initiated by you.
