====== Remote Support ====== ~~CONTEXTID:982~~ ~~OLDHREF:r.html~~ ===== Enter Your PIN ===== Enter the **nine digit PIN** from your Resaleworld support technician, then select **Submit**.

Use this page on the Windows computer that needs assistance. You can enter your PIN here in Liberty Help instead of visiting startcontrol.com separately. After selecting **Submit**, follow the instructions to download the remote support software through StartControl. If you have not received a PIN, [[:contactingresaleworld|contact Resaleworld Support]] first. Keep the remote support applet open while your technician connects. Note: Using a Mac? Follow [[:remote_support_for_mac|Remote Support For Mac]] instead. Installing Google Chrome before your support call can save time. ===== Download And Open The Support Software ===== - Open your browser's **Downloads** list and select the remote support file you just downloaded. Your technician can confirm the file name before you run it. \\ {{r_20260517-210838.png}} - If a download reputation warning appears, follow the guidance below before opening the file. - Open the support software and keep its window open while your technician connects. If a Support Request number or queue position appears, leave that window open. \\ {{r_20260517-210851.png}} - Follow your technician's instructions. If the applet includes a chat box, enter your message and select **Send**. Close the **Applet** window when the support session is finished. \\ {{r_20260517-211122.png}} ===== If Windows Or Your Browser Shows A Warning ===== Remote support software lets a technician view and assist with your computer. Microsoft Defender SmartScreen or your browser may display a warning when downloading or opening a file that does not yet have an established download reputation. If you are working with Resaleworld Support and your technician confirms that this is the expected support download: * For a download warning, select **Keep**, then **Keep anyway** if that option appears. * If Windows displays **Windows protected your PC** for the same confirmed file, select **More info**, then **Run anyway** if available. The wording and available buttons can vary. If the warning reports malware, the file name is unexpected, or your computer blocks the file without an option to continue, ask your technician before proceeding. Leave your security protections enabled. [[https://support.microsoft.com/en-us/edge/how-can-smartscreen-help-protect-me-in-microsoft-edge|Learn how Microsoft Defender SmartScreen checks downloads.]] ===== Getting Ready On A Mac ===== Mac assistance uses **Chrome Remote Desktop** when directed by your technician. Download Google Chrome ahead of time and use the [[:remote_support_for_mac|Remote Support For Mac]] guide to prepare for temporary access. ==== Related Topics ==== [[:r]] [[:remote_support_for_mac]] [[:support_blog:remote_support_from_liberty_help]] [[:contactingresaleworld]] [[:status_page:live_chat_support_hours]]