You may be asked by the support team to use Splashtop to permit screen sharing and remote control. This typically involves visiting a website that downloads a streamer program (SplashtopSOS.exe) to your computer. When you run that streamer, a window appears that provides a 9-digit number. Provide that number to the support person so they can remotely connect to your machine. Here’s how the support window will appear:
Once connected, your support person can then see and control your system as you watch. If possible, please try not to move the mouse if the support person is demonstrating or changing something, as both you and the support person can move it simultaneously and can interfere with each other. Once you’re done with the remote session, you can close the streamer to end the session.
The link to run the streamer is http://sos.splashtop.com
Note that you may get some notices from Windows about trusting the program. You’re allowing the remote control of your computer, and it’s asking you to make sure you want to do so. This is required for me to remotely view and control your computer.
SPECIAL EXTRA STEPS FOR MAC USERS!:
Note that if you’re a Mac user, you must take a couple of extra steps to permit remote control. This can be done at the time of running the streamer, where clicking on the upper two choices that appear in a popup will allow remote control, and screen capturing (so the desktop can be viewed). It may be possible to set this using the instructions at either of these links, depending on the version of Mac OS in use:
If you have trouble, try visiting this link https://www.splashtop.com/sos-download which will bring you to a page that appears at follows. It should download splashtopsos.exe. If it doesn’t automatically download the program, click on the link that says “Windows download” (or Mac download) and then find and run the SplashtopSOS.exe program that was just downloaded.