In rare cases you may have a support issue that requires in-depth investigation over a screenshare with one of our developers. Using this tool can help us to make these investigations easier.
What is Google Chrome Remote Support and when is it used?
If we are unable to recreate an issue you are experiencing with Artlogic's products we may request a screenshare with one of our developers and a member of the client liaison team to help us try to get to the bottom of what is happening. This is usually the last resort for particularly elusive issues and can provide us with helpful information for troubleshooting.
As part of this screenshare, Google Chrome Remote Support (a part of Google Chrome Remote Desktop) can be used to allow us limited access to your system. Google Chrome Remote Support allows you to generate a secure code that you can send to us, which enables us to request temporary access to your computer. When we make this request, you will need to give a further confirmation to grant us access; you can observe what we are doing and override/revoke our control at any time. Artlogic can never access your computer without this being specifically agreed with you on a case-by-case basis, and we will only do this while you are present on a call with our support staff.
Google Chrome Remote Support uses third-party software (Google Chrome Remote Desktop), suggested by us to assist you in good faith. We are confident in its security thanks to independent reports and Google's reputation, however it is your responsibility to manage the software in line with your organisation's security requirements.
Installing and Using Google Chrome Remote Desktop
To prepare for a meeting with the team, we ask that you install Google Chrome Remote Desktop ahead of time. Google provides full instructions on how to do this, which you can find by clicking here.
These notes include instructions on:
- Setting up remote access to your computer
- Sharing your computer with someone else (Artlogic, in this case)
- Stopping a remote session
- Removing Google Chrome Remote Desktop from your computer (strongly recommended after we finish our support session)
Once you have installed Google Chrome Remote Desktop, we can arrange a screenshare. We will ask you to share the secure access code with us during the meeting, for security reasons we ask that you please do not send it to us ahead of time.