Live Support

The Live Support tool allows a member of our support team to view your desktop and share control of your mouse and keyboard to get you on your way to resolving your support issue.

Note: Please request and arrange a time for live support (call 519.645.6190 or send an e-mail) prior to initiating this service.

FYI - Answers to security questions and system configuration requirements for "Live Support" can be found below on our FAQ section.

How It Works

Step 1: Be it you were on the phone with one of our support staff or you scheduled a support session for a specific time, you were directed to this page to initiate the screen-sharing session. Simply click the "Start Live Support Session" button below to begin.

Step 2: You are prompted to download a small virus-free plug-in.

Step 3: With your permission, your support representative can view your screen and share control of your mouse and keyboard.

Step 4: 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.

Getting Started

To initiate your Live Session, please select the "Support Agent" from the drop down menu and click continue. If "Support Agent" is not listed, please contact our technical support hotline at 519.645.6190 or e-mail support.

Choose your representative and click "Continue" to proceed.

For more information contact support.

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FAQ

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 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:
28.8Kbps or greater Internet connection (56K recommended)
Required Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0 or XP
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 would need to initiate a subsequent session with an iCONECT representative. Screen-sharing sessions have to be initiated by you.

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