Remote Assistance

This page links to tools that can allow the Help Desk to work with you on computer issues by connecting to your computer over the network.

Will software be permanently installed on my computer?

No.  We are using software, which does not make any changes to your system, and the connection is only temporary.  Once the session is closed the software is uninstalled.

Will anyone be able to remotely connect to my system?

No.  You will be initiating the connection into our systems.  Only the Help Desk person you are working with be able to view your screen.

What operating systems are supported?

You will be able to use this software with Windows XP, and Mac OS X 10.3 or later.  Linux offerings are being reviewed, and Vista is partially supported.

Starting a Session

Before beginning a session please contact the Help Desk by phone at 540-654-2255.  More information will be needed to continue.

Start a Windows Remote Assistance Session

1. Click on this link.
2. Select "Run" when prompted, or Save the file so that it can be used later. 
3. If asked, “Are you sure you want to continue?” or similar, click on “OK”.

Click Here to Start a Mac Remote Assistance Session

1. Save the .zip file to your Desktop. 
2. Double-click on the saved file.  This will create a folder called “Mac Remote Assistance”. 
3. Double-click on that folder. 
4. Inside that folder double-click on the file with the same name “Mac Remote Assistance”. 
5. The Help Desk will give you what number to enter into the screen.