For all clients – we’ve been using different software for remote support over the years, but there will be changes to the remote support model going forward.
As of February 2021, the primary support platform will be AnyDesk. While other platforms will be available, we will try that first and move to others if needs be.
AnyDesk does not require any special permissions to be run, and does not need to be installed. This will make it much easier for persons to simply download and provide the details.
If an installed support module is required for me to have full access – we will make the necessary arrangements to have that done.
Migration to the new platform will take some time, but this will be the process going forward.
Setting Up on Windows
Go to https://anydesk.com/en and click the button that says “DOWNLOAD NOW”.
The file download may show in the bottom left or elsewhere depending on the browser you’re using.
Once the download is done, click on it and then hit RUN/YES/ALLOW or whatever else may show up to permit the application’s loading.
Once it loads, provide your support person with the number that appears in the top left under “THIS DESK”.
When the person you’re getting help from connects, you will be prompted with options to ACCEPT or DISMISS. There are two ACCEPT buttons. If you want to grant the person connecting FULL access – use the first one (larger button) that has a shield icon. You will be given a UAC prompt to click YES/ALLOW after doing so. If you want to be involved in the process and limit the access given to your support person, use the second ACCEPT button.
That is the basics of connecting and all you need in order to get help using AnyDesk. No installation is needed and permission elevation is only required if you need it.
Setting Up On Mac
Depending on your Mac OS version the screens may look different. The concept should be the same however. Some options may not be present – some MacOS versions may not have as high security settings and may just allow the program to be downloaded or run.
Please note that AnyDesk requires OSX 10.11 or higher. It will not work on lower versions. If you don’t know your OSX version and you follow these instructions then get errors, you may need to ask for a different remote tool to be used.
Open your preferred browser and do a search for AnyDesk. Ensure the link you click on says “anydesk.com” or has the caption “AnyDesk: The Fast Remote Desktop Application”.
Once it loads, hit the green DOWNLOAD NOW button.
You’ll get a prompt asking to allow downloads on that website. Click “ALLOW”.
Once the download completes – run the file from your downloads list.
Once it loads – drag the AnyDesk icon to your Applications folder.
Find the AnyDesk icon under Applications and run it.
You may be prompted about the program and asked whether or not you’d like to run it. Click OPEN.
Once it runs you will see your address/number in the top left corner. You can provide that to the person giving you remote support, but have them wait until you configure the permissions (if applicable). Click on the CONFIGURE link.
You’ll be prompted to open the system preferences – go ahead and do that then allow AnyDesk in two areas.
Once the “Security & Privacy” settings page loads – click on the padlock in the bottom left corner to make the necessary changes. The settings we’re going to allow should be enabled for any application installed that is used for remote support.
Enter your password and click UNLOCK. We can now change the settings.
One option to select is under ACCESSIBILITY. Find AnyDesk and check the box.
The second option is under “SCREEN RECORDING”. Enable this checkbox as well.
Once the “SCREEN RECORDING” option for AnyDesk is enabled, you will be asked to “Quit & Reopen” the application. Click the button to do so and then the person providing remote support should be able to connect with the number/ID that you provided before. If you forgot the number, it will be shown on the screen in the same location once the program reopens.
Finally is the permissions screen before you allow the connection. There will be two buttons – DISMISS and ACCEPT. Once you’ve confirmed that the person connecting is the one giving you remote support, verify the permissions (area 1 in above picture). If you don’t want the person to have control but only see and instruct, you can remove the checkmark from the first box.
The name of the person connecting (top left) may be seen if they’ve set it. Their number/ID should also be visible in the middle. Once you’ve verified the settings you can hit ACCEPT. The person providing support should now have access to your system and can either view or remotely control the keyboard/mouse depending on what you selected.
A final note is on the box in area 1 that says “ENABLE PRIVACY MODE”. This option allows the person providing support to blank the screen while they are working. This should only be enabled if you ABSOLUTELY trust the person doing the connection. This may be requested if operations are being done that they would not want you to see – so the end user doesn’t try stuff and mess things up when support isn’t around. Usually you leave things as they are and just allow/accept though.
This applies to connections done by me. If you have an agreement for maintenance then I’ll have your systems added to my address book for ease of access.
Unattended access (without client interaction) will be setup based on the agreement we have.
If there is no maintenance agreement then you must provide the connection ID each time that you require support. If you need unattended access then it will be setup temporarily. This would be in cases where multiple reboots are required and you are unavailable to assist.
Remote diagnostics is only JMD$1,500 for basic checks/assessments. Once this is done we will finalize the costing before work is done – where possible. If a costing cannot be finalized then an estimate will be given and final costing on completion of work.