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public:gorev:itremotesupport [2019/05/17 04:51]
sean.blythe
public:gorev:itremotesupport [2020/06/04 19:43] (current)
mgriffin [Finalizing Session Details]
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 ====== GoRev IT Remote Support Tutorial ====== ====== GoRev IT Remote Support Tutorial ======
-Welcome to the GoRev IT Remote Support Tutorial. In this tutorial, we will focus on the process of Starting a Screen Connect Session in GoRev. A **Screen Connect Session** will allow **GoRev IT Support Agents** to see your computer screen and remotely help you with your problem.+Welcome to the **GoRev IT Remote Support Tutorial**. In this tutorial, we will focus on the process of starting **Screen Connect Session** in GoRev. A **Screen Connect Session** will allow **GoRev IT Support Agents** to see your computer screen and remotely assist you with your GoRev issue
  
-====== 1 : Starting a Screen Connect Session ====== +**Note:** If you need assistance with a particular portion of this tutorialplease use the **Table of Contents** on the left hand side of this screen to navigate to the topic that you require
-**Screen Connect Session** can be started in three ways. First**Screen Connect Session** can be started by clicking on the “**Support**” button on the GoRev Login Screen+
  
-{{:public:gorev:wsupport1.png?800|}}+======  What is a Screen Connect Session====== 
 +When calling into **GoRev Support**, one of our **Support Agents** may ask you to start a **Screen Connect Session** in order to remotely access your computer, gain additional problem information, and solve the issue you are experiencing. As a GoRev user, a **Screen Connect Session** can be started in three main ways. 
  
-Second, a **Screen Connect Session** can be started by clicking on the “**Support**” button present in the Toolbar of the GoRev Homepage. +====== 1. Starting the Session on The GoRev Login Screen ======
  
-{{:public:gorev:wsupport2.png?800|}}+==== Using The GoRev Login Support Button ====
  
-Lastly, a **Screen Connect Session** can be started by navigating to our website, **www.gorev.com**, and clicking on the **Screen Connect** button near the bottom of the homepage+First, as a GoRev user, a **Screen Connect Session** can be started on the **GoRev Login Screen**. To beginclick on the **"Support"** button on the GoRev Login screen
  
-{{:public:gorev:screenconnect_button_gorev_website.png?800|}}+{{:public:gorev:it_remote_support_login_screen_blank.png?800|}}
  
-====== 2 : Security Window ====== +==== Utilizing The Screenconnect Icon ==== 
-After starting the **Screen Connect Session****Security Window** may appear on your screen. If this occurs, please click on the button in this window that allows the **Screen Connect** program to run+After the "Support Help" window becomes visibleplease click on the **"Screenconnect"** button in this window. 
  
-{{:public:gorev:security_window.png?800|}}+{{:public:gorev:step_1_part_2_we_re_here_to_help.png?795|}} 
 +==== Starting a New Session ====
  
-====== 3 : Screen Connect Session Begins ====== +At this point, a **ConnectWise Control** window will be present on your screen. To continue, please click on the **Red Arrow** next to **Start a New Session** in this window
-Once the Support Help Window appears on your screen, a **GoRev Support Agent** will be connected to your device and the **Screen Connect Session** will begin+
  
-{{:public:gorev:edited_support_help_screen_visible.png?800|}}+{{:public:gorev:it_remote_support_start_a_new_session_red_arrow.png?803|}}
  
 +==== Finalizing Session Details ====
  
-====== 4 : Screen Connect thru GoRev.com ======+Once the **"Join Session"** window appears on your screen, please enter your **Name** into the corresponding field provided
  
-Loading a  **Screen Connect Session** can be started by navigating to our website, **www.gorev.com**, and clicking on the **Screen Connect** button near the bottom of the homepage. +{{:public:gorev:it_remote_support_your_name_field.png?807|}}
  
-{{:public:gorev:screenconnect_button_gorev_website.png?800|}}+Now, click on the **"Start Session"** button in this window
  
 +{{:public:gorev:it_remote_support_start_session_button.png?815|}}
  
-A web page will appear, please start a new session+==== Navigating Security Windows ==== 
 +**Note:** After starting the **Screen Connect Session**, a **Security Window** may appear on your screen. If this occurs, please click on the button in this window that allows the **Screen Connect** program to run
  
-{{:wiki:itsupport1.png?nolink&800|}}+{{:public:gorev:it_remote_support_security_window.png?797|}} 
 +==== Screen Connect Session Window ==== 
 +Once a **"Your Computer is Being Controlled By"** banner appears on your screen, a **GoRev Support Agent** will be connected to your device and the **Screen Connect Session** will begin. 
  
 +{{:public:gorev:step_1_part_8_computer_being_controlled_.png?900|}}
 +====== 2. Starting the Session on The GoRev Homepage ======
 + 
 +==== Using The GoRev Homepage Support Button ====
 +Second, as a GoRev user, you will have the ability to start a **Screen Connect Session** on the **GoRev Homepage**. To begin, click on the **"Support"** button in the GoRev Homepage Toolbar. 
  
-Identify yourself with your **GoRev Login ID**+{{:public:gorev:step_2_part_1_select_the_support_button.png?900|}}
  
-{{:wiki:itsupport2.png?nolink&800|}} 
  
  
 +==== Utilizing The Screenconnect Icon ====
 +After the "Support Help" window becomes visible, please click on the **"Screenconnect"** button in this window. 
  
-Finallyfollow the prompts to complete a screen connect sessionSave the filethen open thru the download menu in your web browser, finally run the download.  +{{:public:gorev:step_2_part_2_click_on_the_screenconnect_button.png?900|}} 
-  + 
-{{:wiki:itsupport3.png?nolink&800|}}+==== Starting a New Session ==== 
 + 
 +At this point, a **ConnectWise Control** window will be present on your screen. To continueplease click on the **Red Arrow** next to **Start New Session** in this window.  
 + 
 +{{:public:gorev:step_2_part_3_clicking_to_start_your_new_session.png?900|}} 
 + 
 +==== Finalizing Session Details ==== 
 + 
 +Once the **"Join Session"** window appears on your screen, please enter your **Name** into the corresponding field provided 
 + 
 +{{:public:gorev:step_2_part_4_enter_your_name_into_the_field_.png?900|}} 
 + 
 +Then, click on the **"Start Session"** button in this window.  
 + 
 +{{:public:gorev:step_2_part_5_click_the_start_session_button.png?900|}} 
 + 
 +==== Navigating Security Windows ==== 
 +**Note:** After starting the **Screen Connect Session**a **Security Window** may appear on your screen. If this occurs, please click on the button in this window that allows the **Screen Connect** program to run.  
 + 
 +{{:public:gorev:step_2_part_6_security_warning_pop_up.png?900|}} 
 +==== Screen Connect Session Window ==== 
 +Once a **"Your Computer is Being Controlled By"** banner appears on your screen, a **GoRev Support Agent** will be connected to your device and the **Screen Connect Session** will begin.  
 + 
 +{{:public:gorev:step_2_part_7_it_support_connected_to_your_device.png?900|}} 
 +====== 3. Starting the Session on The GoRev Website ====== 
 + 
 +==== Navigating to the GoRev Website ==== 
 +Third, as a GoRev user, a **Screen Connect Session** can be started on the **GoRev Website**. To begin, please navigate to **www.gorev.com** using your preferred web browser.  
 + 
 +{{:public:gorev:step_3_part_1_go_to_gorev.com.png?900|}} 
 + 
 +==== Using the GoRev Website Screenconnect Button ==== 
 +Once **GoRev.com** is visibleplease scroll down to the bottom of the webpage and click on the **"Screenconnect"** button at the bottom of your screen.  
 + 
 +{{:public:gorev:step_3_part_2_click_on_the_red_screenconnect_rectangle.png?900|}} 
 +==== Starting a New Session ==== 
 + 
 +At this point, a **ConnectWise Control** webpage will be present on your screen. To continue, please click on the **Red Arrow** next to **Start a New Session** on this page.   
 + 
 +{{:public:gorev:step_3_part_3_now_start_the_new_session.png?900|}} 
 + 
 +==== Finalizing Session Details ==== 
 + 
 +Once the **"Join Session"** window appears on your screen, please enter your **Name** into the corresponding field provided.  
 + 
 +{{:public:gorev:step_3_part_4_enter_your_name_for_the_session.png?900|}} 
 + 
 +Then, click on the **"Start Session"** button in this window.  
 + 
 +{{:public:gorev:step_3_part_5_click_start_session.png?900|}} 
 +==== Navigating Security Windows ==== 
 +**Note:** After starting the **Screen Connect Session**, a **Security Window** may appear on your screen. If this occurs, please click on the button in this window that allows the **Screen Connect** program to run.  
 + 
 +{{:public:gorev:step_3_part_6_click_yes_to_continue.png?900|}} 
 + 
 +==== Screen Connect Session Window ==== 
 +Once a **"Your Computer is Being Controlled By"** banner appears on your screen, a **GoRev Support Agent** will be connected to your device and the **Screen Connect Session** will begin.  
 + 
 +{{:public:gorev:step_3_part_7_the_it_agent_is_now_connected_.png?900|}} 
 + 
 + 
 +====== 4. Starting the Session Using Help.GoRev.com ====== 
 + 
 +==== Navigating to the GoRev Website ==== 
 +Lastly, as a GoRev user, a **Screen Connect Session** can be started by utilizing **Help.GoRev.com**. To begin, please enter **help.gorev.com** into the **URL Field** of your preferred web browser.  
 + 
 +{{:public:gorev:step_4_part_1_go_to_the_help.gorev_website.png?900|}} 
 + 
 +**Note:** Please make sure that you enter **help.gorev.com** into the **URL Field**, not **www.help.gorev.com**, as the **www.** will cause the URL not to function properly.  
 +==== Starting a New Session ==== 
 +At this point, a **ConnectWise Control** webpage will be present on your screen. To continue, please click on the **Red Arrow** next to **Start a New Session** on this page.   
 + 
 +{{:public:gorev:step_4_part_2_start_your_new_session.png?900|}} 
 + 
 +==== Finalizing Session Details ==== 
 + 
 +Once the **"Join Session"** window appears on your screen, please enter your **Name** into the corresponding field provided.  
 + 
 +{{:public:gorev:step_4_part_3_enter_the_name_for_your_new_session.png?900|}} 
 + 
 +Then, click on the **"Start Session"** button in this window.  
 + 
 +{{:public:gorev:step_4_part_4_start_your_new_session.png?900|}} 
 + 
 +==== Navigating Security Windows ==== 
 +**Note:** After starting the **Screen Connect Session**, a **Security Window** may appear on your screen. If this occurs, please click on the button in this window that allows the **Screen Connect** program to run.  
 + 
 +{{:public:gorev:step_4_part_5_security_window_for_your_new_session.png?900|}} 
 + 
 +==== Screen Connect Session Window ==== 
 +Once a **"Your Computer is Being Controlled By"** banner appears on your screen, a **GoRev Support Agent** will be connected to your device and the **Screen Connect Session** will begin.  
 + 
 +{{:public:gorev:step_4_part_6_new_session_successfully_connected_.png?900|}}
 ====== Additional Resources ====== ====== Additional Resources ======
  
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 ==== GoRev Support Team ==== ==== GoRev Support Team ====
  
-If you have any additional questions or concerns regarding the **GoRev IT Remote Support** process, please contact the **GoRev Support Team** at **( 317-794-3900 )**. +If you have any questionsconcerns, or problems regarding the **GoRev IT Remote Support** process, please contact the **GoRev Support Team** by submitting an **IT Support Ticket**, by phone at **1-(317)-794-3900**, and/or by email at **[[ask@gorev.com|ask@gorev.com]]**.  
 + 
 +**Note:** Always submit an **IT Support Ticket** detailing the problem that you are experiencing with this portion of GoRev, if possible, as this will give GoRev Support Agents access to information that will help expedite the resolution of your issue.  
 + 
 +If you are not sure how to submit an **IT Support Ticket** in GoRev, please see the [[public:gorev:itsupportticketcreation|GoRev IT Support Ticket Creation Tutorial]] for assistance 
  
 [[:public:GoRev:start|Back to GoRev Guides]] [[:public:GoRev:start|Back to GoRev Guides]]
  
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