If you wish to use our remote assistance PC Help Desk support tool - ctSupport, click here to obtain a copy of the setup program.   You may select open/run the ctSupport setup program from its present location or download it to your local system and install it from the saved location.   Once ctSupport is installed on your work station, you may request assistance at any time by clicking on the "Request Assistance" button.  For more information about ctSupport, please click on the links below:

What is ctSupport

ctSupport is a software program designed to help you receive technical support over the Internet without a Clark-Tech consultant having to visit your site. It is intended solely for the use of clients and customers of Clark-Tech Inc.

ctSupport operates similar to remote control programs like pcAnywhere or VNC, however it does not require you to install and run server/host applications or have open ports in your firewall nor does it require you to have static IP address. It can work behind most company firewalls and will establish connection only when you initiate it.  ctSupport can not gain access to your station unless you request it.

You run ctSupport when you need the assistance of the Clark-Tech Help Desk without compromising the security of your work station. ctSupport doesn't wait for, or accept an incoming connection, on your station, so it doesn't require a specific IP address or port to be left open and exposed in your security firewall.

ctSupport can be installed on any or all of the stations on your network or you may install and run it from a shared folder on a network drive.

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Features

Requirements

How to Install the Program

1. Open/run the file - Setup.exe by double-clicking the file name in Windows Explorer (Windows 98/2000/XP) or Windows NT Explorer (Windows NT version 4.0).
2. The ctSupport software installation wizard will launch. In the Welcome page, click Next.
3. After reading and accepting the license agreement, click Next.
4. Either accept the default destination folder for the program directory and click Next or Browse for an alternate location before clicking Next.
5. Select a StartMenu program folder in which the installation program will add program icons. The default folder is ctSupport. Click Next to continue with the installation.
6. If you wish, you may add shortcuts to the program on your desktop or your QuickLaunch ToolBar by checking the appropriate boxes. Click Next.
7. You are now presented with a summary of the installation settings and after reviewing them, click Install.
8. The ctSupport program is now installed and the required shortcuts created.
9. When installation is complete, you can launch the ctSupport program by checking the Launch ctSupport checkbox then click Finish.
10. If you had requested, ctSupport will now be launched or you will be returned to your desktop. Shortcuts to the ctSupport program, a help file and an Uninstall icon should be available by navigating from your Start button.

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How to Use ctSupport

1. Connection to Clark-Tech Help Desk - once you have launched ctSupport, you enter your name and/or that of your company and click on the "Request Assistance" button. The program then attempts to connect to Clark-Tech Inc.'s Help Desk. If the Help Desk staff are available and they can accept your request, ctSupport establishes a "Remote Assistance Session" and the program is then "Connected" to the Help Desk. Once an active session has been established, the ctSupport program will minimize and appear as an icon in the Windows TaskBar. At this point, you can "chat" (see below) with the Help Desk operators and explain your problem and request help.
2. Real-Time Chat Communication - once you have an active session, you can initiate a Chat session with the operator by right-clicking on the ctSupport icon that appears on the Windows TaskBar and selecting "Chat" from the menu. If the Help Desk operator initiates the Chat session, the Chat window will appear on your desktop. In order for the communication to be more personal, you should supply your Name in the top edit box of the Chat window. To use the Chat function, just type what you want in the space at the bottom of the Chat window and press the Enter/Return key. The information that you have typed, is then sent to the Help Desk operator and also appears in the upper panel of the Chat window. In this manner, you have a history of your Chat session.
3. Remote View/Control of Desktop - Once you have an active session, the Help Desk operator can view and/or control your station. In this manner, the operator can see exactly what appears on your screen and can use your keyboard and mouse just as if he were sitting at your station.
4. File and Clipboard Transfers - If required, the Help Desk operator can transfer files and clipboard contents to and from your machine in order to resolve your request for assistance.
5. End Session - Either you or the Help Desk operator can terminate the active session. When an active session is closed, the Help Desk operator no longer has access to your desktop and can not initiate a session to regain control of your station. Only YOU can initiate a session to the Clark-Tech Help Desk and no one can connect to your station through ctSupport until you connect to the Help Desk (see Item 1. above).

Costs

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