Remote Support for Windows Users

In order to get remote assistance with your computer (Microsoft Windows only), you can download and install the "HelpDeskVNC" program from one of the links below.  This software will allow me to connect to and view your screen, just as if I were sitting there with you.  With this capability, I can help you troubleshoot problems you may be having with Windows or application programs.  There is another solution for Apple Macintosh users, but that will require different software and a different setup procedure.  Please contact me at support@jgav.com to discuss.

Continuing with the Windows version, you must get a password from me to install and activate this remote control software.  Your computer will not be able to establish a connection to my network without this password.  Please contact me by email at support@jgav.com for this password.  Also note that I absolutely cannot get into your computer unless you purposely and manually initiate the connection on your end... I won't be able to just connect willy-nilly any time I want to.  Nor will anyone else. This is for your privacy.

You must have a working internet connection (faster than dial-up) for this software to work. Our computers at the very least need to be able to contact each other over the internet.

Help128.exe
Please try this file first.  I will notify you if you need to use the alternate version below.

Instructions for Internet Explorer browser users:
 

  1. Click the Help128.exe link.
  2. When the "File Download" box comes up, click the "Open" button.
  3. When the "Help Desk VNC" box comes up, enter the password you have been given by me, then click the OK button.
  4. Voila, I should be connected to your desktop so I can see what you see.  I will also be able to use a keyboard and mouse remotely to control your computer as if I were sitting there next to you.
  5. You will notice three new icons on your desktop:
    bulletDisconnect HelpDesk VNC - this gives you complete control to end the session whenever you want to.  I will be disconnected and will not be able to reconnect unless you click the next icon...
     
    bullet

    Re-Connect HelpDesk VNC - (which means you can manually re-establish a new connection later if you need further help)
     

    bulletUninstall HelpDesk VNC - this will automatically, completely, and permanently remove the remote control software from your computer.  I will not be able to reconnect to your computer until you re-download the software and re-enter the password you were given.
     
  6. This remote connection is secured from hackers by using 128-bit encryption.  No one else can intercept the information flowing between your computer and my network, nor can anyone else get into your computer.
  7. See *** at the bottom of this page for final comments.

 

 

Instructions for Mozilla Firefox browser users:
 

  1. Click the Help128.exe link.
  2. When the "Opening help128.exe" box comes up, select "Save to Disk" then click OK. Note what folder you saved this program in, then find the help128.exe program you downloaded and double click it to install it.
  3. The remaining steps are just like steps 3 through 7 above.

Alternate version: In some cases, you may need to use this alternate version: Help.exe .  This version uses a reduced level of security that helps get around certain firewall issues.  However, most of the time the Help128 program above will work.  Note that the instructions for downloading, installing, and running this version are the same as the steps above, except use the Help.exe link for the software instead of Help128.exe.

 

*** For questions, and to obtain the password needed to connect, please email support@jgav.com .  Remember it will help to have us both on the phone together once you get the software running, so I can determine what assistance you need. My phone number will be returned in the reply to your email request for the remote password, or of course you can provide your contact information and request that I call you.

 

Last updated Wednesday, February 23, 2005

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