Frequently Asked Questions
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| Q: |
How does this service work? |
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| A: |
Once you connect to
the service, you are prompted to download a small, self-installing
plug-in, which allows your support 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. |
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to Live Remote Assistance ] |
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| Q: |
Can
my support representative look through files without my
knowledge? |
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| 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 support
representative views your screen, he or she will first ask your
permission and request that you close all documents containing
private information. |
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| [ Back
to Live Remote Assistance ] |
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| Q: |
How
is security maintained? |
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| A: |
At the beginning of a
screen-sharing session, you and your support representative are
connected via a communication server. The screen data that is passed
between you and your support 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
support representative can no longer see your screen or access your
computer unless you make another explicit request for
support. |
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| [ Back
to Live Remote Assistance ] |
|
| Q: |
What are the minimum requirements for my computer and
Internet connection? |
|
| A: |
For your support
representative to view your desktop, your computer should meet these
requirements: |
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| � |
28.8Kbps or
greater Internet connection (56K recommended) |
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| � |
Required
Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0 or
XP |
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| � |
Internet
Explorer 4.0 or later, Netscape Navigator 4.0 or later or
Mozilla Firefox 1.0 or later |
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| � |
Recommended: Ability to make direct outgoing TCP
connections, or availability of a SOCKS server or an HTTP
proxy | |
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| [ Back
to Live Remote Assistance ] |
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| Q: |
Is
the plug-in virus free? |
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| 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. |
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| [ Back
to Live Remote Assistance ] |
|
| Q: |
What is the size of the file that I will download to
engage in a screen-sharing session with my support
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? |
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| 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 a support representative.
Screen-sharing sessions have to be initiated by you, not a support
representative. |
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| [ Back
to Live Remote Assistance ] |
