It was rough but we got er done.

[Briggsy]

LOL. This seems to be your go-to solution, these days!

Its the best solution to some types of client! LOL!

If only TeamViewer had a "sniper" option ;-)

 

[fencepost]

I'm surprised I haven't seen this mentioned, how many of these folks have smartphones so they can get pictures from their grandkids and maybe send them back?

It may make sense for some to ask them "Hey, do you know how to email a picture from your phone?" If so, have them email you a picture of their screen. You can do MMS as well, but there can be drawbacks to that.....

 

[ComputerRepairTech]

Phone Conversation:

C: My printer isnt printing anymore.
T: Ok, Mrs. X On your desktop you should see an icon for teamviewer.
C: I dont see it. I see Mail, Yahoo, (goes on to read everything....)
T: No Mrs. X. Close all your programs and go back to your desktop.
C: I did. Thats what I see.
T: Do you see any icons on your desktop for programs you have installed?
C: Oh, You want me to go back to the beginning?
T: Yes please.
C: No, I do not see teamviewer. I see --- reads me everything on her desktop. I cannot stop her!
T: Ok, Its probably not installed. Go to my website and ... (I walk her thru downloading teamviewer)...
T: Now, See the folders on your task bar?
C: Yes,
T: Click on it and go to downloads and double click the teamviewer file you just downloaded.
C: Where is downloads?
T: It will be in the upper left in the first column.
C: I dont see it. I see yahoo, mail, ........ (Starts reading everything in her browser to me. I cannot stop her!)
T: No, Down on your bar at the bottom of the page there is an icon that looks like 3 folders ....
C: Oh, Ok. I opened it. I see downloads.
T: Click on downloads and in the right window just scroll down until you see teamviewer and double click it.
C: The page will not move. I do not see the file. I see (starts reading everything in her downloads folder to me)..
T: No, Do you see a bar on the right side of the window? Just move it down.
C: I see it but it will not move. Im trying.....
(silence for a little bit)
C: Should I be clicking on it?
T: No, Just click and hold and move that bar down the page until you come to your file you downloaded.
C: OH. Ok, I see now.

C: Do I right click or left click?
------------
This phone conversation went on for about half an hour. I finally got her to install team viewer.Then I asked her what it said her ID was and PASSWD. She then started reading everything to me on the blue box.

Finally I was able to log in to her computer. I had to keep reminding her to leave her mouse alone. She kept grabbing control from me.
C: Im sorry. Go ahead... But let just show you this....
T: Im sorry, Just let me check something. Please dont touch your mouse.

Ended up being a onsite service call and reset their AT&T router.

This was a rough one indeed.

You know you guys are welcome to use my .net clickonce launcher, the steps would go like this:
C: My printer isnt printing anymore.
T: Ok, Mrs. X please hold down the windows key which is located on your keyboard between ctrl and alt then tap R, did a run window come up?
C: Yes (well I mean hopefully she says yes hehe)
T: ok type in iexplore period exe space www period wi3 period us slash (which is the one on the same key as question mark) then *hidden* and hit enter.

from that point on its going to have a dialog come up and I think it says run or dont run, then they click run, then if its windows 8.1 or further smartscreen is going to come up and they will have to click more info then run away (cause I don't use it anymore so I let the security cert expire). My logo will come up and it will say ComputerRepairTech but thats a pretty generic company name. Assuming nothing has changed with the teamviewer process names it will terminate any existing teamviewer process then launch teamviewer 5 quick support.

Now before you go worrying about adding a computer to my TV list or something like that, remember its TV5, none of those fancy features existed in TV5.

I can't say the full URL here while its in general computer chat because obviously it can easily be abused by scammers but if it changes to technician eyes only I can share it or I can send it in a PM.

 

[ComputerRepairTech]

In response to disabling remote input, if you do use that feature you have to let them know because the second you stop moving the mouse or keyboard they will think its locked up and power cycle the computer. The chances of that increase dramatically if you allow the monitor to go to sleep and they can't wake it up.

 

[Diggs]

It has been so hard to train my customers to take a picture of the problem on their screen. They will spend 1/2 an hour writing it all down and 15 minutes explaining it to me in detail in person or on the phone. I ask why they didn't just send me a pic of the problem? I can hear the silence then "smack" as palm hits forehead.........

 

[Markverhyden]

I'm surprised I haven't seen this mentioned, how many of these folks have smartphones so they can get pictures from their grandkids and maybe send them back?

It may make sense for some to ask them "Hey, do you know how to email a picture from your phone?" If so, have them email you a picture of their screen. You can do MMS as well, but there can be drawbacks to that.....

I use that a lot. Tell the customer a picture is worth a 1000 words. Especially when it comes to popup error messages.

 

[GTP]

It has been so hard to train my customers to take a picture of the problem on their screen. They will spend 1/2 an hour writing it all down and 15 minutes explaining it to me in detail in person or on the phone. I ask why they didn't just send me a pic of the problem? I can hear the silence then "smack" as palm hits forehead.........

Obviously you've seen some of the pictures people send?
Most are blurred, shot sideways, have an awful red caste or whatever. How many clients use their phone for email? Not too many here. Most of my clients use their phone for calls, text and Facebook.
One of the good features in Kabuto is the ability for a client to send a screenshot of their problem. It's only a 3 click process.
Or I just log in and see for myself.
Otherwise I tell (non Kabuto) clients how to press "PrtScr" on their keyboard and paste into paint, save and send in an email.

 

[lcoughey]

If my client is unable to show that they can quickly follow my directions, I send them an email with a link to my simple-help download and talk them through getting me access.

 

[ell]

Its just that she would read EVERYTHING on the screen to me. I had a hard time getting her to stop. LOL...

I think my patience is getting less as I get older. I know it kinda shows in the forums I belong too. So, I have to be very careful as emotions do not translate well online in these forums

LOL glad I'm not the only one! I usually put the phone on speaker and tinker with other things while they ramble on and jump in when I sense a pause coming! Why do they always read EVERYTHING to you in their start menu/desktop?

 

[GTP]

LOL glad I'm not the only one! I usually put the phone on speaker and tinker with other things while they ramble on and jump in when I sense a pause coming! Why do they always read EVERYTHING to you in their start menu/desktop?

Well it's because you have never seen this before!
They read every word on the UAC prompt as well 'cause that's never been seen before either!
But then when they say "I got an error message" and you ask what it said, they say " I dunno, something about an error, blah blah?"
FFS!