A personal client app link that the client receives from their Operator allows the client to download the HelpWire Client application. It is required to allow the Operator to establish a secure remote support session with the client.

 

The download starts automatically once the client follows the link.

Downloading the HelpWire Client application

When downloaded, the client should double-click the downloaded file to open the application.

Upon opening the app, the client’s workstation gets identified on the Operator’s side and is ready to receive the remote access request.

The client’s remote screen icon appears in Operator’s HelpWire web account

While waiting for the Operator to send an access request, the client can communicate with the Operator via the built-in chat. 

Writing a message to Operator in the HelpWire Client app

Once the request for remote access is received, the client should click Grant Access to allow the Operator to control their computer remotely.

Granting remote access permission to Operator in the HelpWire Client app
Notification about granting remote access permission to Operator

When the Operator connects to the client’s workstation, the client will see the notification message:

Notification about the client’s workstation being controlled by Operator
Using the Revoke Permission button in the HelpWire Client app

When the Operator ends the remote support session, the client gets the respective notification:

Service messages in the HelpWire Client app
Granting Windows Administrator permissions to Operator in the HelpWire Client app

Supported operating systems

The HepWire Client application is currently available for macOS and Windows.

 

macOS – macOS Big Sur 11 and later.


Windows – Windows 7 and later.

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