Remote Support – 2023-05

So – we’re back again. After much testing and checking – I’ve finally settled on TWO primary modes of support.

  • Remote Utilties (RU)
  • RustDesk (RD)

RU is not free, but I do have a license. While preferred, this should be primarily used by persons I provide frequent support to. The only drawback to RU is no easy phone support. The other drawback would be the inability to provide support to Mac/Apple users.

RD is actually a free remote tool, and works very well from my phone. If you need immediate support and I’m not near a PC/laptop, then RD it is. If you’re not a regular client and just need quick support, RD it is. If you have a Mac/Apple device – RD it is.

As a disclaimer – I will still use TeamViewer 11 or AnyDesk depending on the situation. I will advise you on what to use if the ones listed below do not work.

Let’s get into setting them up.


Before anything else – I need to put this out there. Do not install any remote support software and provide details or access to anyone that you do not know or know about. There may be times when scammers and hackers try to get access to your system (desktop/laptop/iMac/MacBook) and steal your information or install malicious software. Only install or run software when you KNOW for certain that the person providing support is legitimate.

The following are examples of persons or companies that will not ask for remote access to your system.

  • Banks.
  • Loan offices.
  • Microsoft.
  • TeamViewer.
  • AnyDesk.
  • RustDesk.
  • Remote Utilities.
  • Your school.
  • Your office.

While some of those – like your school or office – may require remote access, this is done by first setting up the software they need when your device is physically taken into their office. Do not do installs unless you are 200% sure that the person requesting the software setup is legitimate.

Your bank and other places have no need to connect to your system. Microsoft does not need to connect for remote support. It doesn’t matter if they call you or not – it doesn’t matter how legitimate the email may seem. Always double-check before installing any remote software.

There are times when some persons on sites like Fiverr or other helpful persons on forums may request remote access in a private message on the specific site. Use caution in these cases – and common sense – and do not grant access to persons that you do not trust.

In the off chance that you’ve given a connection to someone and then realize you made a mistake, try to terminate the connection as quickly as possible. Depending on the method used, you may need to disconnect your internet connection to kick them off, or shut down the system. Whatever you need to do to secure the system – get it done. Call in a professional thereafter to assess the situation.


The easiest way to get quick support is to download RustDesk, extract it and run. Provide me (or the tech/person helping you) with the ID and allow them on, or both the ID and password. For the technical persons, please bear in mind that quick support (portable) will require user interaction as UAC actions are not supported by RustDesk unless installed.

Head over to the RustDesk website by going to The person providing support will tell you which to get, but for this exercise we’re going with option 3 in the list – PORTABLE.

Once the file has downloaded, open it and run the file.

You should then be presented with a screen showing YOUR DESKTOP with ID and PASSWORD areas. The password may show as stars/asterisks (*) until you mouse over the little eye icon to reveal it.

If you’ve only provided the ID, you should see when the person providing support is connecting. A small window should show up in the top right corner with the ACCEPT/DISMISS options. Once you’ve confirmed it’s the person providing support, hit ACCEPT to let them on.

That’s all you need for RustDesk.


If you’d rather use RU instead of RD – head to the website

From there – mouse over the DOWNLOAD option and then click WINDOWS.

Once the page loads, scroll down until you see the AGENT option.

Click on DOWNLOAD AGENT and wait for it to complete.

Once it’s completed – run the file.

If you’re presented with a UAC prompt like the one above – hit the YES option.

A window with an ID and password should then come up. Provide that information to the person giving you support – and they will take it from there.


The steps to install RustDesk are very similar to the quick support section covered at the start.

After going to the RustDesk website by going to – select the first option shown in the image above. That’s DOWNLOAD. Unless you have a 32bit operating system – or are directed by the person providing support – then you’d use the second option for 32bit.

A file will be downloaded. Open and run it.

The option to ACCEPT AND INSTALL is the one to choose now – unless you wanted quick support and downloaded the wrong file – then you’d select the RUN WITHOUT INSTALL option.

You will likely be presented with the UAC option – hit YES.

You should then be presented with a screen showing YOUR DESKTOP with ID and PASSWORD areas. The password may show as stars/asterisks (*) until you mouse over the little eye icon to reveal it.

Unlike the portable option – or the RUN WITHOUT INSTALL option – a full install grants the person giving support UAC access. This means you can leave them unattended to troubleshoot, diagnose, fix or install whatever you need.


Navigate to the RustDesk website through your browser. You can search for it on Google.

Note that it says – you need Mac OS 10.14 or higher for it to work.

If your Mac OS is lower than 10.14, please use AnyDesk. See the link below for more info.

The reason for moving from AnyDesk – aside from pricing – is the change in the model that has taken place. We’ll get into that another time.

If you’re continuing with RustDesk and it’s not compatible, you’ll know when you get to the install part. So let’s get there. Allow the site to download the file.

Run the downloaded file.

If it tells you that it can’t be installed – use the link mentioned before to get AnyDesk. If you’re going to use TeamViewer, it needs to be version 11. We’ll discuss that after.

If the opened file looks like above – with the “blocked” icon across the RustDesk icon, then we can try something else. If you’re able to continue it should look like below. Drag the icon into Applications and then continue.

Once you’re done, you can close and unmount/eject the RustDesk image from the desktop and then run the RustDesk application.

What’s nice about RustDesk is – it’ll prompt you to configure the necessary options right after install. So go ahead and run it.

Once it’s up, you’ll notice it needs permissions. Hit the “CONFIGURE” option and it’ll open what is needed.

You’ll probably have to hit the padlock in the bottom left to unlock the options.

Hit the padlock – enter your password – hit the checkbox beside RustDesk.

If you’re so inclined – you can preempt the need and enable the checkbox in the other area needed – which is ACCESSIBILITY.

Just scroll through the list and select it. Once you’re done, provide the person giving support the ID and password that’s in RustDesk.

Once that’s done – you’ll have remote support.