Remote Support

This article describes how users can enable their PC for technicians to receive assistance with installation or configuration. For Windows and MacOS, the use of TeamViewer is recommended, where users need to provide an ID to support. The connection is made through a 128-bit encrypted connection. For MacOS, additional steps are required to grant access to screen recording and accessibility features. A trial phase also allows remote support for Android and iOS, where users must install the corresponding app and share their ID.

To help you as easily as possible with installation or configuration, you can enable your PC for our technicians. Our technicians can then remotely control your PC as long as you have activated the remote support program.

Windows
MacOS
Android / iOS

Windows

1. Download TeamViewer below and run it (no installation required):
   
   Download TeamViewer
    

2. You will now see a number under Your ID, which you need to provide to our support.
   
    

   By providing your ID, you agree to our disclaimer regarding the use of TeamViewer.

3. The responsible technician will then access your system over a secure connection and check the problem for as long as you wish during the consultation.

   Every connection is reliably 128-bit encrypted. This corresponds to the SSL standard for encryption protocols for data transmission on the internet, which ensures very high security.

MacOS

1. Download TeamViewer below, unzip the file, and run the

TeamViewer QuickSupport program.

Download TeamViewer

2. Confirm the action with Open.

3. Next, you must accept the disclaimer by clicking Accept.

4. Then the permissions for access to system functions will be checked. Please click Request Access for Screen Recording.

Then confirm the action with Open System Preferences.

5. In your Mac’s Security & Privacy settings, please now check the boxes for TeamViewer under Screen Recording and Accessibility.

Android / iOS

As a trial phase, we offer remote support on Android and iOS devices.
Please note that such support cannot always be guaranteed.

1. Install TeamViewer on your device and run it.
   
   Android: Google Play Store
   iOS: Apple Store
     
2. Then provide us with your ID.