If one of our technicians has asked you to start a remote session, download and run one of the agents below. These small programs let us see your screen and work on your computer while you watch, which means most problems get resolved without waiting for a site visit. Pick whichever agent we asked you to use — if nobody told you which one, use RustDesk.
Agents
Our preferred agent. Nothing to install and no account to create — open it and read us the ID and password it shows. Use this one if nobody told you which to pick.
A lighter alternative that holds up on slow connections. Open it and give us the AnyDesk address shown on the left of the window.
For managed clients and machines we look after on an ongoing basis. Open it and read us the internet ID. Use this only if a technician asked for it.
Sequence
Call us on 603.865.1200. For an emergency, any hour, call 603.477.1783.
Download the agent we ask for.
Open the downloaded file. If Windows asks whether to allow it, choose yes.
Read the ID and password on screen to the technician.
Stay at your computer. You see everything we do, and closing the program ends the session at once.
Safety
Before you run anything
Only start a session while you are on the phone with us or have an appointment booked. Nothing happens until you give a DHI technician the connection code, and closing the program ends it immediately.
Trouble
Nothing downloaded?
Some browsers block program files by default. Look for a warning near the download bar or in your downloads list and choose to keep the file. If your antivirus removed it, call us and we will get you connected another way.
Call 603.865.1200 and we will stay on the line until the session is up, or send an email.