How to Start a Remote Assistance with one of our Technicians
We use a proprietary system to offer you remote assistance. Our remote assistance system uses your web browser to connect to your computer. This system is transparent to most firewalls – if you’re able to browse online, we can connect to your computer and offer you remote assistance. Our remote assistance system is 100% secure and only allows us to connect to your machine with your permission. Follow the instructions below to connect with one of our technicians.
1) Open your web browser and go to web page:
www.enigmasoftwaregroup.com/remote
2) A “SmileTiger eSupport Server” page will open, as shown below. Click “Customer Login Page.”
3) Enter your name in the “Name” box, leave the “Message” box blank, and click “Enter.”
4) You should see the screen shown below. The message “Launching Client Software, Please Wait…” will display until your browser downloads the ActiveX control necessary for us to establish a connection with your computer.
FOR WINDOWS 95/98/ME/2000/NT and XP SP1* ONLY (Scroll down for step 5 for WINDOWS XP SP2)
*** Note *** to find out if you have SP1 (Service Pack 1) or SP2 (Service Pack 2) installed:
Click “Start,” and place your mouse over “My Computer.” Right-click “My Computer” and select “Properties.” Under the “General” tab, you should see “Service Pack 1” or “Service Pack 2” under “System.” If you don’t see any type of Service Pack listed, you don’t have a Service Pack installed. If you don’t have a Service Pack installed, follow the SP1 instructions.
5) A “Security Warning” window will pop open and ask you if want to install and run “SmileTiger WebPresentation.” Click “Yes.” Go on to step 6.
FOR WINDOWS XP SP2 ONLY:
5) Depending on your Windows configuration, an “Information Bar” window may or may not appear. If an “Information Bar” window does appear, click “OK.”
5.1) Under the “Address” bar, you’ll see a yellow bar reading “This site might require the following ActiveX control: ‘SmileTiger WebPresentation’ from ‘SmileTiger Software.’ Click here to install…” Right-click this bar and choose “Install ActiveX Control…”
5.2) A “Microsoft Internet Explorer” window may or may not pop open saying “The page cannot be refreshed without resending the information.” If this window appears, click “Retry.” If this window does not appear, go on to the next step, 5.3.
5.3) A “Security Warning” window will pop open and ask you if you want to install and run “SmileTiger WebPresentation.” Click “Install.”
(THE FOLLOWING STEPS ARE FOR ALL WINDOWS USERS.)
6) An “Install” window will pop open, indicating the progress of the installation. Installation may take anywhere from a few seconds to 5 minutes, depending on your Internet connection. (Installation usually only takes a few seconds.)
7) A “Microsoft VM” window will pop open saying “The Microsoft VM is now being installed on your computer.” This should take only a few seconds.
8) Now the “Microsoft VM” window will request that you to restart your computer. Click “Yes” to restart. (Be sure to SAVE ALL OF YOUR OPEN DOCUMENTS before clicking “Yes.”)
9) After your computer reboots, repeat steps 1-4. After completing step 4, a new window will pop open reading “The next available representative will help you in a moment. Please wait…”
ALLOWING OUR TECHNICIAN TO TAKE CONTROL OF YOUR DESKTOP
10) When remote access begins, you’ll see the screen below. On the right hand side of the window is a chatroom you can use to communicate with the technician, if you’re not already on the phone with them. When you’re ready for the technician to take control of your desktop, click on the button “Remote Control” to start sharing your screen.
11) After you click “Remote Control” a “SmileTiger WebPresentation” window will pop open. Click on the name of the technician helping you, and then click “OK.”
12) Another “SmileTiger WebPresentation” window will pop open. Click “Desktop” and then click “OK.”
13) Another “SmileTiger WebPresentation” window will pop open. Select “Super-fast Application Sharing” and click “OK.”
You’re done! Now the technician will be able to see what you see on your monitor, move your mouse and therefore be able to diagnose your system and fix the problem for you.
