Dostek Remote Support Guide

Transcription

1 Dostek Remote Support Guide This document explains how to start a Dostek remote support session. Remote support puts Dostek's technical expertise to work for you as a timely and affordable alternative to costly on-site service calls. With remote support, Dostek can: Install and configure your software Train you how to use your software Help you connect a new CNC to your computer Quickly diagnose a problem Starting a session takes less than 5 minutes. To start a remote support session, your computer needs a high-speed Internet connection. Dostek provides two methods for remote support, explained in the following sections: 1. Using Supremo for a Dostek Remote Support Session 2. Using join.me for a Dostek Remote Support Session The Supremo remote support method is preferred. The alternate join.me support method is available in case the Supremo support servers are not available or the Supremo service does not work with your computer. Telephone Toll free (USA and Canada) Local/International support@dostek.com Internet Facsimile Skype Available by appointment for overseas calls. Hours 8 AM to 5 PM Eastern, Monday to Friday Voice mail 24/7

2 Starting a Dostek Remote Support Session Page 2 Download Process for Various Web Browsers

3 Starting a Dostek Remote Support Session Page 3 1 Using Supremo for a Dostek Remote Support Session To use Supremo for a Dostek remote support session: 1. Open your computer's Web browser (Internet Explorer, Google Chrome, etc.). 2. Type /support in to your Web browser's address bar, and then press Enter. The support page at Dostek's Web site opens. 3. Read the "Support Tips" section on this page, and then contact Dostek to request support. Be prepared to accurately describe the problem or task you need help with. 4. When ready, click Start session in the REMOTE SUPPORT panel near the top right corner of the Support page. Your Web browser downloads the Supremo remote support application. The process depends on the browser. Three common Web browsers are illustrated on the opposite page. Internet Explorer displays a prompt at the bottom of the window. Click Run. Google Chrome displays downloads at the bottom of the window. Wait for the download to complete, and then click Supremo.exe near the bottom left corner. Mozzilla Firefox displays progress in place of the down arrow "download" symbol near the top right of the window. Wait for the download to complete, click the down arrow symbol and then click Supremo.exe. If the download arrow is missing, see Appendix A, "Firefox Problems." Note: When downloading and starting Supremo, your computer may display various security warnings. Click Allow or OK. Supremo is safe to use. Supremo is a single executable file. Supremo does not copy files to your Windows or Program Files folders, does not create entries in your computer's registry, and does not remain running after you close it.

4 Starting a Dostek Remote Support Session Page 4 5. Open Supremo. How you do this depends on your computer and Web browser. A "Run" button may appear, or you may need to open Supremo in your computer's Download folder. The Supremo window opens. 6. Click Start in the Supremo window. Supremo contacts its remote support servers to establish a session. Your session ID and password are displayed. 7. Provide your ID and password to Dostek, and stand by. 8. When Dostek connects to your computer, you may be prompted to release control to the remote computer. Click Yes. Notes: To terminate the support session, click Stop in the Supremo window. If you wish to start another remote session, open the Supremo.exe file in the download folder where your computer stored it. If you are unable to find Supremo.exe, then start over at step 1 above. If you leave Supremo on your computer, you can use it later for another remote support session with Dostek. The Supremo you downloaded from the Dostek Web site works only with Dostek support. If you are interested in using Supremo for non-dostek support sessions, a free (non-commercial) version is available for downioad at supremocontrol.com. 1.1 Removing Supremo From Your Computer If you wish to remove Supremo from your computer, delete file Supremo.exe from the download folder where your computer stored it.

5 Starting a Dostek Remote Support Session Page 5 2 Using join.me for a Dostek Remote Support Session To use join.me for a Dostek remote support session: 1. Open your computer's Web browser (Internet Explorer, Google Chrome, etc.). 2. Type join.me in to your Web browser's address bar, and then press Enter. The join.me Web page opens. 3. Click start meeting. Your Web browser downloads the Supremo remote support application, "join.me.exe." The download process depends on your computer and Web browser. The application may be saved to your download folder, or you may be prompted to "Run" Supremo directly. 4. Click Run or open the "join.me.exe" file in your computer's Download folder. The join.me software is installed on your computer, and the join.me control panel appears near the top center of your computer screen. 5. Note the 9-digit session ID displayed in the control panel. Provide this session ID to Dostek, and stand by. 6. As soon as Dostek connects to your computer, you are prompted to release control to the remote computer. Click Yes. Notes: The join.me Web site address (URL) is simply "join.me". There is no need to type " " or ".com" as you are accustomed to do when accessing other Web sites. join.me is a free service provided by LogMeIn.

6 Starting a Dostek Remote Support Session Page 6 Appendix A - Firefox Problems You may encounter problems using Firefox to download software. When Firefox downloads a file, it inexplicably may not offer to open the file when finished. To open the Supremo file, you must click the download arrow as shown in the diagram on page 2. The Firefox download arrow may be missing. To view downloads, you can: Click "Downloads" in the Firefox "Tools" menu. If the menu bar is not visible, right-click in a blank area of the Firefox tabs, and then click "Menu bar" in the pop-up menu. If the download icon is missing from the Firefox window, you can restore it: 1. Right-click in a blank area of the Firefox tabs. A pop-up menu appears. 2. Click "Customize" in the pop-up menu. The "Customize" window opens. 3. Click the "Restore default set" button in the Customize window.