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Technical Support – Remote Session via TeamViewer

When working with the CleanBrowsing support team, you might get a request to remote into your machine to help troubleshoot.

This will be a common request. Rest assured it’s safe and secure. You will be able to see everything the agent does.

How we Log In

We will almost always use the TeamViewer application to remote into your machine. TeamViewer requires you to install an app on the device. This app then helps create a connection with our app so that we can remote into the machine.

Logging into your machine allows us to see what you’re doing, take control and fix issues, and otherwise provide a better support experience.

TeamViewer supports Google ChromeBook, MacOS, and Windows devices. The right link can be found here: https://www.teamviewer.com/en-us/

Note: If you are using MacOS please be sure to give the app permission to view and edit locally. Ref: https://community.teamviewer.com/English/kb/articles/44699-how-to-control-a-mac-running-macos-10-14-or-higher

You install the application the same as you would with any other application, just follow the default options during the installation process.

  • You do not need to create an account with TeamViewer
  • You do not need to pay for anything with TeamViewer

When complete, you will provide your agent the “Your ID” and “Password” These two options are provided after you start TeamViewer, and should look like this:

Example of the ID and Password we need

Troubleshooting Access Issues

Things to consider if you’re having connection issues.

  • Make sure the app is running;
  • Make sure the computer is not asleep;
  • Restart the TeamViewer application;
  • Click the “refresh” icon next to the password to create a new password;

Guide Categories

Verify Connection & Troubleshooting

After configuring your device or router you can verify your configuration by visiting DNS Leak Test and running the standard test.

We provide a more in depth guide on Verifying and Debugging Connections.

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