Storm season is back, bringing with it the potential for significant weather events. If you have clients in areas prone to infrastructure disruption, visit the Disaster Recovery Resources guide for preparedness information. Datto recommends performing proactive disaster recovery testing to mitigate potential downtime. See our articles about the importance of disaster recovery testing and Preparing For A Cloud Virtualization Test: Policies, Procedures, And Partner Responsibilities to learn more. For live updates, follow @datto on Twitter.

Establish a Remote Session with Datto Technical Support

Follow

Scope

This article gives you the steps to follow in order to establish a remote session with Datto Technical Support.

Background

When establishing a screen share / remote session with Datto Technical Support, we recommend using TeamViewer - Version 11. You do not need to purchase a license to use it.

Procedure

This procedure assumes that you do not have TeamViewer v.11 installed. If TeamViewer v.11 is already installed, simply enter the session code into TeamViewer, rather than follow this procedure.

The process begins when a Datto Tech Support Expert sends a link to establish a remote connection with Datto.

Click the link sent by Datto Technical Support. It will bring up the following window for the TeamViewer download:

For Windows:
http://dat.to/winscreenshare

For Mac:
http://dat.to/macscreenshare 

(Figure 1).

Figure 1 - Downloading TeamViewer QuickSupport

2. When the download is complete, click on the TeamViewer QuickSupport executable (Figure 1).

3. When Windows shows the security warning, click the Run button (Figure 2).


Figure 2 - Security Warning

4. Then there will be a dialog box. It will have the Session code and name filled in (Figure 3).

Figure 3 - TeamViewer QuickSupport

Once the Datto Technical Support Expert joins the session, there will be a message asking you to allow access to your computer. Once you accept, the Tech Support Expert will be able to access your computer through the session


Was this article helpful?

0 out of 0 found this helpful

You must sign in before voting on this article.

Calling all Partners! We want to hear your feedback! Please participate in this quick survey and help us build a better, more-relevant Knowledge Base!

Want to talk about it? Head on over to our Community Forum!