To assist in troubleshooting certain issues, the Maplewave Support team may ask you to provide them with “Remote Access” to your system. This allows the Maplewave Support Agent to connect remotely to your computer, so they can view the issue occurring within your environment firsthand to resolve the issue as quickly as possible.
The following are the steps you can expect when providing Maplewave with Remote Access:
- Maplewave will start a new support session and provide you with a Support Key.
- Next, navigate to one of the following URLs via your web browser:
3. You will be taken to Fast Support’s support portal. Enter the following information in the provided fields, then click the Continue button:
- Your Name: Enter your full name in this field.
- Support Key: Enter the support key provided to you by Maplewave Support.
4. The GoToAssist Customer Installer will open – depending on your Windows settings, a Security warning may appear prompting you to allow the installation to proceed.
5. Once the Installer is complete, you will be prompted to approve the session (i.e. for the Maplewave Support Agent to view your screen) – click Yes to proceed.
6. The GoToAssist icon will appear in your Windows system tray, indicating that the application is running.
[NOTE: You may need to open the expanded system tray to see the icon.]
7. A GoToAssist navigation bar will appear in the bottom right-hand corner of your screen, providing the following options to help in troubleshooting the issue:
- Stop Screen Sharing: Select this option to stop sharing your screen with the Maplewave Support Agent.
- Chat: Select this option to start a chat session via GoToAssist with the Maplewave Support Agent.
- File Transfer: Select this option to upload any applicable files, documents or images to the Maplewave Support Agent.
- End Session: Select this option when you are ready to disconnect the Remote Access session – you will be prompted to confirm ending the session.
