Prepare For Remote Support

Remote support sessions are delivered using secure screen-sharing software such as TeamViewer, allowing a CustomLink technician to assist you almost as if we were on site.

Depending on the task, CustomLink may connect to:

  • Windows Computer
  • Mobile Device (iPhone / Android)
  • Both Devices

Please ensure the required applications are installed and ready before your scheduled support session.

How Remote Support Works

Windows Computer

Remote control is available when you allow access.

Android Device

Screen control may be available if the device and access permissions allow it.

iOS Device — iPhone / iPad

Screen viewing only. Apple does not allow remote control of iOS devices.

Important Notes

For booked paid Deep Dive Remote Support sessions, time spent preparing remote access, installing TeamViewer or waiting for required information counts towards the booked support time.

If you do not want to install TeamViewer, CustomLink may still provide phone support where suitable. However, some technical tasks may not be possible without screen viewing or remote access, and troubleshooting may take longer.

For remote inspections through your phone camera or remote installation guidance, please ensure your phone has a stable internet connection and that you are able to move around the area being checked during the support session.

Installation Instructions

On a Windows Computer

  1. Download TeamViewer QuickSupport.
  2. Run the program after downloading it.
  3. Provide “Your ID” and “Password” to the CustomLink technician when requested.
Download TeamViewer QuickSupport

On a Mobile Device

  1. Install TeamViewer QuickSupport.
  2. Open the app and follow the on-screen instructions.
  3. Provide the session ID or connection details to the CustomLink technician when requested.
Install TeamViewer QuickSupport.

Network Requirements

The computer being supported must be connected to the same local network as the system or device requiring support, such as the same router or switch.

If CustomLink is helping configure an app on your phone, your phone should also be connected to the same local network during setup.

Related Information

For remote support terms and limitations, please refer to Remote Support Disclaimer & Terms.

For support scope and service boundaries, please refer to the Support Scope & Service Guide.