Remote Assistance Tool: Detailed Instructions

  1. If you are reading this webpage, you've already completed Step 1.
  2. Chances are you've already done this as well: Call the Helping Hand PC office. (630-940-1718) We can't help you remotely unless we're ready to accept your connection.

    Also please be aware that hourly-rate charges will apply even for remote work. The Helping Hand PC technician will ask for your verbal authorization on the work ticket at the end of the session.

  3. Download the "hhpcsremote.exe" application to your Desktop.
    • Click here to start the download
    • (Depending on whether you are using Internet Explorer or Firefox, your screens may look different. The following examples show Internet Explorer)
    • Click the "Save" button in the dialog box that appears.

    • Set the location to save the file to as your "Desktop".

  4. Once the download is complete, click the "Run" button...



    ...or, if the download window disappeared (or if you're using Firefox), close your browser and double-click on the green and black hhpcsremote.exe icon on your Desktop.

  5. If you are presented with a Publisher warning, click the "Run" button.

  6. You should now see a choice between Internet Support 1 through 12.

  7. Double-click on the entry as instructed by the Helping Hand technician to start the connection. You will see a notification in your system tray.

  8. If you have firewall software such as Norton Internet Security installed, you may be prompted to permit the application to connect to the internet. Choose "Permit" or "Allow" (Always) and click Okay.

Background

This page is here to provide information about a technology we use to help clients remotely by connecting to their PC to view their screen and control their keyboard and mouse. To initiate this connection, it is necessary for the client to download and run a small application which "pushes" a connection to one of the workstations in our office. This method is necessary due to a variety of circumstances including changing IP addresses, firewalls, and security software.

In addition, it is important to note that the connection can ONLY be established by the client-- there is no way for Helping Hand PC to connect to your PC without you having first initiated the session.

This software is based on VNC (specifically: a componnent of UltraVNC called SingleClick), which was originally created at the AT&T labs in the UK, and is a handy way to manage and maintain computers without having to physically sit in front of them. VNC allows you to connect to (and from) Windows, linux, and Macitosh machines. For a more detailed explanation, please visit the Wikipedia article on VNC.

Contact Us if you have any questions