Remote Access Support

From time to time the Aftercare team may ask for your permission to connect to your PC or Mac remotely to investigate a problem. This is very useful when issues you're experiencing are perhaps difficult for you to explain - or you are not confident in carrying out technical steps that the team may have given you for troubleshooting or solving a problem.

The Mercurytide aftercare team use software called TeamViewer to access your computer. To allow us to make a connection to your computer, you must first download and run the TeamViewer software.

• Download the TeamViewer software for Windows computers
• Download the TeamViewer software for Macintosh computers

When you have downloaded and run the TeamViewer software (it will likely be in your default downloads folder, unless you specified a different location) you can begin a connection by doing the following:

1. Run the TeamViewer software (it may ask you if you want to allow the program to make changes, please allow this). When you run it will look something like this:
   
   
   
   
2. Tell your Aftercare representative the ID and Password. Your ID will stay the same but the password will change every time you launch TeamViewer for security purposes.
   
   
3. When your support representative has the the ID and Password, they'll be able to connect and you'll see them coming online - moving your mouse etc.

Accessing your computer is always done with your permission and Mercurytide cannot invoke connections without you providing the relevant ID and password.