TeamViewer is a free third-party software that we use to connect to our customers' computers, remotely, and control their screen. This page will explain how to setup a user's computer for remote access. It is also possible for a supporter to remote control their user's computer by going through these same exact steps on their own computer as well.
Open your favourite web browser and navigate to the TeamViewer Website. Once you are there, click on the green "Download" link. It will ask you if you want to "Run" or "Save" the file. Please choose "Save" and make sure you save it to a familiar location on your computer (like your Desktop).
Running the TeamViewer Installer
After downloading the TeamViewer installer file, find it on your computer, double-click on it and Run the file.
Welcome to TeamViewer
In the first screen of the TeamViewer setup wizard, make sure that you select "Install to control this computer later from remote" and "personal/non-commercial use". Click on "Accept - finish".
Sometimes, Windows will ask you if it's okay to install certain programs with a prompt like this. Make sure you choose "Yes".
Sometimes, you may be presented with a screen like this containing information about how to use TeamViewer. Just click on "Close" at the bottom right-hand corner.
Unattended Access (Step 1)
This is an important part of the setup process. It will allow you to create a permanent password for your end of the TeamViewer connection. You can type anything you want for the computer name. However, make sure that you choose a password that you can remember easily because this is the password that you are going to need in order to connect to this computer from elsewhere.
Unattended Access (Step 2)
It will ask you if you would like to setup a TeamViewer account which will allow you to centrally manage a list of your TeamViewer-enabled machines. However, this is optional but not required for TeamViewer to operate correctly so the remainder of these instructions will assume that you selected "I don't want to create a TeamViewer account now".
Disabling random password (Step 1)
Once TeamViewer has been installed, this computer can still be accessed remotely via the random password which will keep refreshing every now and then. However, it is recommended that you only allow access via the permanent password that you created earlier. If you didn't create it or don't remember it, now is the time to do so. Double-click on the TeamViewer icon on your desktop, go to the "Extras" menu up top and select "Options".
Disabling random password (Step 2)
In the Options window, select "Security" from the list of options. If you remember the permanent password that you setup during the installation, you don't need to change anything in the "Personal password (for unattended access)" section. Make sure that "Password strength" under "Random password (for spontaneous access)" is set to "Disabled (no random password)". Also make sure that "Windows logon" is "Allowed for all users". Click "OK" when finished.
Initiating a connection
If you have setup TeamViewer on a user's computer, you can either grant PointerWare Support access to it or remote control it yourself to troubleshoot and solve technical problems. However, before you do either, make sure that you perform the following checks:
TeamViewer is running in the background
The computer does not automatically shutdown, log off, sleep, hibernate, or go into a screen mode that requires a password to unlock (these settings can be adjusted under Windows power options)
An administrator password is not required to install and uninstall software (if it is, please make sure that the person who will be connecting to the computer has access to it)
If you would like to grant remote access to our support staff, please provide them with the user's TeamViewer ID and Password. If you would like to remote control the user's computer yourself, make sure that you have installed and configured TeamViewer on your own computer (in addition to the user's computer) as described on this page and enter the user's TeamViewer ID and Password under the "Control Remote Computer" section of your TeamViewer window.
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