An IT Solver technician can connect to your computer and fix the problem while you watch. Remote support is available anywhere in Australia. You need a phone and the computer that has the problem.
Before you start
- Phone IT Solver first. Start a session only with a technician who is on the phone with you now.
- Use the computer that has the problem. You download a small app called Splashtop SOS on it.
Start a remote support session
- Phone 07 3123 6000 so that a technician is ready.
- On the computer that has the problem, go to itsolver.net/remote-support.
- Select Download Splashtop SOS.
- Open the file that downloads.
- Read the session code to the technician. The technician then connects to your computer.
- Follow the technician's instructions until the session ends.
Stay safe
- Give a session code only to a technician on a call that you made to 07 3123 6000. If someone phones you and asks for a code, even at a booked time, hang up and phone 07 3123 6000.
- Get the app only from the Download Splashtop SOS button on itsolver.net/remote-support. The file comes from my.splashtop.com. Do not use a download link from an unexpected email or text message.
- To read how IT Solver confirms who you are, see Who can ask IT Solver for changes, and how we check it is you.
Examples
- Your printer stopped printing. Phone 07 3123 6000. When the technician asks, do the steps above on the computer that cannot print.
- You booked one-off help for 10am. At the booked time, be at the computer that has the problem and do the steps above, starting with a phone call to 07 3123 6000. To book, see Book one-off help without a plan.
- A person phones you and says your computer has a virus. Do not start a session. Hang up and phone 07 3123 6000 to check.
- Your problem is urgent and it is outside business hours. See Get urgent or after-hours help.
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Still have a problem?
Questions? Email support@itsolver.net or phone 07 3123 6000.
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