Remote Support

Disclaimer

"By requesting and accepting this remote session with SCU Technology Services permitting a representative to remotely assist you with a technical related issue, you accept responsibility for any changes made to the desktop content or system settings. SCU Technology Services does not assume and is not responsible for any liability for the linking and viewing of any desktop content, software or system performance."

Computer Support

Technology Services are able to provide remote support to your SCU Windows or Mac computer.

For remote support, please click on the links below:

For SCU remote support on your Windows computer

SCU_Remote_Support_Windows.exe

For SCU remote support on your Mac computer

SCU_Remote_Support_MacOS.dmg

Setup

1. Download the Splashtop file (links are above) and install, when the program launches it will generate a 9-digit code. Give the Tech Support officer this code.

sos_download.gif


Ending the SOS Session

There are 2 ways to end a remote support session:

1. You can end the session by clicking on Disconnect or by exiting the Splashtop program.

2. The technician can end the session by clicking on the Disconnect icon in the toolbar at the top of the session or by exiting the SOS program.


Mobile Device Support

Android Devices

Steps

  1. Install Splashtop SOS app on the Android device. It's available on the Google Play Store.
  2. When you open the Splashtop SOS app, it will show a 9-digit number. Give this number to the Tech Support Officer.

Note

  • The 9-digit session code is valid only when the app is running. When you quit the app, the session code will be invalidated. When you re-open the app, a different session code will be generated.

iOS Devices


Due to the security settings with iOS devices, remote control of iPhones and iPads is not possible. However, our Tech Support Officers are able to view your screen and assist with issues.

Steps: (Watch Video)

Install the Splashtop SOS app (sos_icon.png) on the iOS device from the App Store

Open the Splashtop SOS app on the iOS device and provides the 9-digit code to the technician

1-time setup, add Broadcasting button to Control Center:

  1. Open Settings Screen_Shot_2017-10-06_at_1.53.12_PM.png
  2. Tap on Control Center Screen_Shot_2017-10-06_at_1.53.51_PM.png
  3. Tap on Customize Controls Screen_Shot_2017-10-06_at_1.53.33_PM.png
  4. Add Screen Recording Screen_Shot_2017-10-06_at_1.53.42_PM.png
        1. Follow the instructions in the Splashtop SOS app, to open Broadcasting and choose Splashtop SOS.
          1. Double-tap the home button on the iOS device or 1-finger slide-up from the bottom of the iOS device (Control Center).  Note: iPhoneX is a 1-finger slide-down from top right of screen.
          2. Tap and hold the record button until a popup shows (iPad and iPhone6S and earlier), or hard press on the record button (iPhone6+ or newer) Screen_Shot_2017-10-06_at_2.12.13_PM.png 
          3. Scroll and select "Splashtop SOS", then tap on "Start Broadcast". Screen_Shot_2017-10-06_at_2.12.37_PM.png
        2. To end the support session
          1. END USER taps on the "Disconnect" button on the Splashtop SOS app.
          2. or TECHNICIAN clicks on the disconnect button or closes the window

Photo_May_09__2_05_18_PM.png


Note

  1. Apple Screen Recording ends if an incoming call comes in.  You will need to restart the sharing.  It works fine for being in an active call, then start sharing.
  2. iPad/iPhone orientation is manual at this time.
    • Click on the "eye" icon and choose rotate right or left

 Screen_Shot_2018-10-26_at_10.49.37_AM.png