You don't always need to get in the car and bring your computer to the workshop. Plenty of software issues can be sorted in a single remote support session, without leaving home. Others genuinely need the machine in front of us. Here's the difference.
What can be fixed with remote support
Installing and setting up software
Installing or updating programs, setting up a network printer, configuring email, or getting ready for a video call — all of this works just as well remotely as in the workshop.
Viruses and malware, in most cases
If the computer turns on and Windows loads normally, we can almost always clean up viruses and unwanted software remotely, watching your screen and explaining what we're doing as we go.
Slow WiFi or network misconfiguration
Checking your router, extender or network card settings can usually be done without a visit.
Slowness and optimisation
Disabling unnecessary startup programs, clearing temporary files and finding what's slowing the system down is all software work — perfect for doing remotely.
What needs the computer in the workshop
Hardware faults
Broken parts, hinges, keyboards, screens, batteries or any physical damage means we need to open the machine up. That can only happen in the workshop.
The computer won't turn on at all
If the machine won't start at all, there's no way to connect to it remotely. An in-person diagnosis is needed to find out whether it's the motherboard, the power supply or the drive.
Recovering data from a damaged drive
When a hard drive fails physically (noises, serious read errors), data recovery needs workshop tools and can't be done remotely.
How a remote support session works
We guide you through installing a trusted remote-access program (you decide when it connects, and can close it at any time), see your screen exactly as if we were sitting in front of the computer, and fix the problem while explaining what we're doing. The connection is closed once we're done.
Is it safe to give remote access to your computer?
Yes, as long as the software is trustworthy and you're the one starting the session, for whoever you choose, whenever you choose. You should never give remote access to someone who calls you out of the blue claiming they've spotted a problem on your computer — that's the most common form of computer scam, and it isn't how we work.