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Using Secure Virtual Assist | 99
Step 11 When the Technician initiates the session, the Virtual Assist toolbar appears in the bottom right
of your screen. The Technician now has control of your computer.
Step 12 For information on using Virtual Assist once the session is active, see “Using Secure Virtual
Assist” section on page 99.
Using Secure Virtual Assist
During a Virtual Assist session, you are not completely locked out of your computer. Both the
Technician and customer can control the computer, although this may cause confusion and
consternation if they both attempt to “drive” at the same time. You can resume control when the
Technician is not actively typing or moving the mouse. And you can end the session at any time
by clicking the End Virtual Assist button in the bottom right corner.
Chatting with the Technician
To start chatting with the Technician assisting you, click the Chat button or enter Alt-c, which
opens an instant message chat session with the Technician. The Technician can also open a
Chat window to communicate with you.
To chat, type text in the Chat window and type Enter or click Send.
Changing the Secure Virtual Assist Level of Control
There are three levels of control that a customer can grant to the Technician:
• View Only - The Technician can view the customer’s computer but cannot control it. To
switch to View Only mode, click the Status (Active) button. The Status switches to (View
Only).
• Active - The Technician can control the customer’s computer, but the customer must give
permission for certain action—such as allowing the Technician to reboot the system, delete
files, or over-write files on the customer’s computer without the customer being repeatedly
prompted for permission. To switch from View Only mode to Active mode, click the Status
(View Only) button.