Remote support is the process by which our support staff log onto your computer, with your permission. This allows them to see what you see on your screen and, if you allow it, fix problems directly by taking control of your mouse and keyboard. It is often the fastest way to resolve issues. Please be assured you stay completely in control and can break the connection at any time, as you see fit.

We use one of two methods to access your system: Microsoft Quick Assist or Google Chrome Remote Desktop. Both are modern, secure remote access systems. It is up to you which you prefer to use, as they both do the same thing. Before our support staff can access your system, you’ll need to install one of these two methods, if you don’t already have them. Following is a brief discussion of the requirements for each and the simple steps required to install either one.

Quick Assist requires a PC with Windows 10 or 11. If you have this, then it may already be installed on your machine, making it the easiest option. To check if it is installed, simply press Ctrl + Windows Key + Q key at the same time. If a dialog box opens like the one below, then you’re good to go

Otherwise, another dialog will appear saying something like “Get an app to open this ms-quick-assist link”, with a button labelled Browse Microsoft Store. If you wish to install Quick Assist, click the button. The Microsoft Store window will open displaying the Quick Assist tile. Click on that, then click the Install button. If you don’t see any of the previous options, you can get Quick Assist manually by entering ‘App Store’ in the Windows search box, then clicking on the link for Microsoft Store in the results. Once the Microsoft Store window opens, use its search facility to search for Quick Assist. When the Quick Assist tile appears click on it then click the Install button.

The Quick Assist program will now install and eventually show a label that says ‘Installing 100% Almost Done’. This will sit there for a number of seconds, which may be disconcerting. Please just be patient, as it’s still working. Eventually, you’ll see an Open button. Click on this to open the above Quick Assist window and then you’ll be ready for your RuleTrader support session. A member of our support team will give you a code to enter into field under ‘Get Help’ and then ask you to press the Submit button to establish the connection.

To use this you’ll need the Google Chrome browser installed. If you don’t already have it, you can install Chrome by clicking here.

Once it’s installed, start the Chrome browser then paste this address into its address bar (or just click on it if you’re already reading this page in Chrome): https://remotedesktop.google.com/support. On the web page that appears, ensure Remote Support is selected on the left (see below) then look at the panel titled ‘Share this screen’. If there is a blue download button then click it to install the Remote Desktop software. Otherwise, if you see a button that says ‘Generate Code’, like in the screen-shot below, then it’s already installed.

When you speak to a member of the RuleTrader support team, they’ll ask you to click the Generate Code button and read the numeric code that is displayed. Don’t do this now, as the code is only valid for 5 minutes.