Online Support
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At Helbig Consulting we endeavour to provide the best possible support for our clients.

We can now provide a new secure, easy to use, online support facility, which connects our technicians to your PC via the Internet.

If you wish to participate please follow these 4 simple steps:

 
Steps/Process LogMeIn Rescue Details
1

Contact us first, so that we know you require support

 

Secure and Safe Online Support

  • Customers must permit a Technician to use each LogMeIn Rescue function (Remote Control, Desktop View, File Transfer, System Information, and Reboot & Reconnect)
  • Customers can choose to terminate the session at any time
  • All traces of the Customer Applet disappear from the remote PC when the session is finished
2

We will provide you with either

 

(a) a 6-Digit PIN Code
or
(b) a LINK which Looks something like this example:

https://secure.logmeinrescue.com/R?i=2&Code=227846

3

You can either Enter your PIN on the right,

or simple click on the Link that was emailed to you

: Enter your 6-digit PIN code
4 Customer Applet With the your permission, this small .exe file automatically downloads to your PC. It's the interface through which Technicians communicate with you and conduct remote support. The Applet automatically removes itself from the remote PC at session conclusion.

The Applet provides remote Customers with:

  • Interactive Chat and detailed Session History
  • Prompts to permit or deny Technician access to all functions
  • File Transfer to the Technician
  • Ability to stop Remote Control or disconnect at any time
Step 4 may display a few message boxes which are explained below:
a.

If a security warning message box appears on your screen, click "RUN" rather than "Save" as nothing needs to be saved to your computer.

Your computer will then download a temporary piece of code to enable us to connect to your computer.

 

This software will disappear when we disconnect.

b.

if you are running Norton's Internet security or other such firewall software you may then see a second security warning, something like that shown on the right

Click "RUN".

c.

You may see a firewall message as well - something like that shown on your right

Click "CLOSE".
d.

The Chat box is displayed and indicates that you are waiting for a technician to connect to your computer.

simply "wait" for the HC technician to connect.

 

 
e.

Once a technician connects to you you will notice that the chat window changes to "connected".

 

You can use the bottom text box to "chat" just as your would do with MSN Messenger etc.

Enter text and click "SEND".

If you ar in phone contact with us you do not need to use this chat box and can minimise it.

and can disconnect at any time

f.

You will be asked if the technician can share control of your keyboard and mouse.

You have the option of saying "No" by clicking the CANCEL button, but this defeats the purpose of requesting online support, so

click"OK".

g. You can stop desktop sharing or disconnect at any time by clicking with of the appropriate buttons on this chat box. or
h.

The technician may then start to investigate the reason for your need for support. This may involve looking at your machine, memory, disk and network configurations.

You should say YES or OK to any of the following message box that may appear.

 
i. In some cases it may require some testing/checking scanning programs to be run and possibly a reboot of your machine. The technician will explain all of this to you.  

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