Remote support can be useful when a problem requires us to see the client's environment directly. It helps our technicians understand what is happening and saves time that would otherwise be spent describing each step.
When remote support may help
Occasionally, a client may have problems even when our service is running correctly. In 99.9% of cases, this is due to an incorrect configuration on the client's computer. A remote session lets one of our technicians connect to your computer to identify the problem and attempt to resolve it.
Before you start
Identify the affected service, note when the problem began, and save any visible error messages or recent actions. When the case involves several areas, having the exact context ready usually avoids a lot of back-and-forth.
How to request a remote session
To allow us to connect to your computer remotely:
- Download and run a remote support program. The download link is below.
- When the program starts, it will show two pieces of information (ID and password). Send them to us through a ticket from your client area.
- Keep your computer switched on and the program running while one of our technicians reviews the problem.
#### Remote connection program
AnyDesk
Recommended next step
If the issue remains after the basic checks, contact us with the exact context so we can guide you effectively. Only share the ID and password through your client-area ticket, and keep the program running until the session is complete.
Also worth checking
- Gather the exact data or error before acting.
- Avoid making multiple changes at the same time if you later need to review what happened.
- Ask for help when the next step involves risk to your website, email, or domain.
If you need help with remote support
If your specific situation does not exactly match this article, write to us from your client area or at help@bacan.com and we will work through the best next step with you.