Learn when TeamViewer can be useful for troubleshooting your issues.

TeamViewer and AnyDesk are software for remotely providing remote support by controlling the other computer temporarily. Both computers need to have the software installed and an ID (and optional password) shared, to authorize one computer to access the other. It basically acts as a remote control for your computer.

These tools are useful when issues become difficult to explain, or only occur on a particular machine. This way the support company can not only see with their own eyes, but can have full control over the problem on the machine in question.

Note you should only use such remote control software with people and companies that you trust, and must never leave your computer unattended while it's being remotely controlled. If you become suspicious at any point from the remote user's behavior on your computer (e.g. deleting files), disconnect straight away.

The support agent is the one to decide whether the issue should be escalated to a remote session. Once a day/time is scheduled for a remote session, follow the instructions below.

Using TeamViewer for Kotobee Support

  1. Make sure you're connected with the support agent through Live Chat.
  2. Download TeamViewer from the following link:
    https://www.teamviewer.com/en/teamviewer-automatic-download
  3. Once download is complete, run the software.
  4. Share the TeamViewer ID and Password (as in the screenshot below) with the support agent.
  5. Once the connection is established, you should start seeing your cursor controlled remotely by the support agent.

Using AnyDesk for Kotobee Support

  1. Make sure you're connected with the support agent through Live Chat.
  2. Download AnyDesk from the following link:
    https://anydesk.com/en/downloads 
  3. Once download is complete, run the software.
  4. At the top left corner it will mention your address. This is the ID for accessing your computer. Share it with the support agent.

    Note: The ID is blurred out in the screenshot above.
  5. Once the connection is established, you should start seeing your cursor controlled remotely by the support agent.