What is Remote Support Viewer?

Remote Support Viewer is an application that allows you to securely access any computer connected to the Internet. You can generate a temporary license and email it to other potential users. The email will contain a link to download the Remote Support Host.

What is a License?

A License is a unique number key generated by the Remote Support Viewer and used for authorization when the Viewer attempts remote access to the host computer.

What is Remote Support Host?

Remote Support Host is an application that a customer must install in order to allow remote access by the Remote Support Viewer. A valid license has to be provided for the same.

How do I change my password?

Login to your account through browser and click on the ‘Edit Profile.’ This will take you to the page where you can change your password and other details.

What is Description?

You can enter a logical description while generating a license. This description is used for identifying the computer that has to be accessed from a remote location.

What is the 'Status' field in Session List?

It indicates whether the status of the host computer is 'Inactive,’ 'Active’ or 'In use.’

I get 'Host has denied the access' popup while trying to connect to the remote machine using the Helpdesk application, why?

The user at the remote machine end must manually allow access for successful remote session using the 'Access Notification' feature. Choose the 'Allow access' option.

Why do I get messages like `Host computer is not connecting’ or ‘Connection with the server cannot be established’?

To avoid getting messages like these, allow the executables RemoteAH.exe and RemoteAHC.exe through the firewall, so that the RemotePC Host application has access to the Internet.
The RemotePC viewer will not detect the host computer, if the Host is either in Hibernation or in Standby/Sleep mode.

If your computer is connected to the local proxy server, then you need to provide the proxy information to both the RemotePC Viewer and RemotePC Host applications.

How can I use the Remote Printing feature?

To use the remote printing feature, right click on the 'Remote Support Host' icon in the system tray. Select ‘Install Remote Printing Support’ option from the menu.

Choose the required file from the Host machine. Go to File menu > Print option. The following ‘Print’ screen appears.Here, select the ‘RemotePC Image Printer’ option.

Click on the ‘OK’ button.

Now you can view the ‘Windows Picture & Fax Viewer‘ screen.
Click on the ‘Print’ icon on this screen to proceed.

The following ‘Photo Printing Wizard’ will open.
It tells you how to print your files using the Remote Access Viewer.