A remote session lets a synfo engineer see your screen and, with your permission, take control to diagnose and fix the problem. Usually you'll start one when an engineer asks you to, either on the phone or in reply to your ticket.
Start a session
- Go to the remote support page.
- Click Start support session. A new session is created automatically, so there's no code to type.
- Your browser downloads a small (around 2 MB) synfo support client. Open it and approve the Windows or macOS prompt. There's no install and no admin password needed.
- Stay on the page. Your session lands in our service desk queue and a synfo engineer joins your screen.
Before the engineer connects, save any open work and close anything private you'd rather they didn't see, such as personal email or banking.
While the engineer is connected
You stay in control the whole time:
- A banner stays visible while the engineer is connected, so you always know when someone can see your screen.
- You can end the session from that banner at any time.
- Keep the phone handy or stay near your computer, so the engineer can ask questions or get you to sign in when needed.
If the engineer needs to restart your computer, they'll tell you first and let you know how to reconnect afterwards.
Supported devices
The support client works on Windows, macOS and most Linux distributions. On a Mac, macOS may ask you to allow screen recording or accessibility access the first time so the engineer can see and control your screen. Follow the prompt, or the engineer will talk you through it.
Still stuck?
Can't get to a browser, or not sure whether you should start a session? Call 1300 079 636 first and we'll talk you through it.