Remote Assistance Instructions

Depending on the type and severity of the issue, it may become necessary to "see" exactly what you are "seeing" on your computer's monitor in order to assist with the resolution of your specific issue. At this point a SolutionsMark support representative may direct you to this page in order to initiate the necessary connection using the following instructions.

*Note: Only proceed if you are in direct contact with a support representative, and have been instructed to do so.

• Indicate to your representative that you have reached this page, and are ready to proceed.
• In the next step, you will click a link which directs you to a third-party web site which will provide the intermediary link between your computer and the representative. It may be necessary to temporarily install a browser based Active-X component on your computer for making the connection. You must confirm the prompts in order to connect to the representative. All files will be removed from your computer upon disconnect, no personal information is collected by either SolutionsMark or the third-party vendor, and our representative will only be able to see your computer's screen, and only for the duration of your connection. Closing your internet browser will end the connection, so be sure and minimize it once your connection is confirmed, rather than closing it.
• Ok, you're ready to connect. Simply click the following link to begin, and be sure and tell your support representative exactly what you are seeing on your screen until the connection has been established: