Logos Support Technicians are equipped to provide Remote Assistance as needed. This is done through the TeamViewer application, which provides a Secure, Encrypted, One-Time Connection between the Logos Support Technician and your Computer. If you have been directed to this page by a Logos Support Technician, please use one of the following buttons to initiate the Remote Connection.
Frequently Asked Questions
Q: How does Remote Assistance work?
A: The Remote Assistance program, TeamViewer, will provide you with a randomly generated ID and Password. By providing your ID and Password to the Logos Support Technician, they are able to connect to your computer and provide technical assistance. This connection is secure and encrypted. It cannot be initiated remotely, only by you providing the necessary ID and Password, so no one will be able to access your computer without your permission.
Q: When is Remote Assistance available?
A: Remote assistance is only available while working directly with a Technician. Each Remote Assistance Session uses a unique, one-time, expiring ID and Password which must be communicated to a waiting Support Technician, so it is only recommended to use this tool if and when directed by a Logos Support Technician by phone or email.
Q: Will I have to change my security settings?
A: Mac users often need to change their security setting in order to use TeamViewer. Detailed information is available here.
Q: Can I still use my computer while the support representative is working?
A: Yes. At any time, you can move the mouse or type on the keyboard, however this will over-ride the technician's actions. It is recommended, as much as possible, not to touch the mouse while receiving Remote Assistance.
Q: Is it true that my support representative can see everything on my screen?
A: Yes. This process is essentially the same as sitting at your computer (with some internet delay). Our technicians will avoid any and all personal data, but you are welcome to close out of any open applications, emails, or documents you may not want them to see.
Please note: Logos Software records Log Files in your Documents folder, so the technician may access that folder for that sole purpose.
If you become uncomfortable with the connection for any reason, simply tell the technician and they will promtly disconnect from your computer.
User Agreement: By accepting the remote session, you are agreeing that Logos will not be held liable for system-related problems that may arise during or after a remote session.