Remote Technical Support via TeamViewer

Step 1: When to Request a Remote Session

A remote support session is ideal when:

• You have tried the recommended troubleshooting steps and the issue persists
• Your DNS configuration is complex (e.g., multiple routers, VLANs, or enterprise networks)
• You need help configuring browser policies, Group Policy, or registry settings
• You are unsure which settings are causing a conflict

To request a session, email support@cleanbrowsing.org and describe your issue. Our team will schedule a convenient time to connect.

Step 2: Requirements

Before the session, ensure you have:

• Administrative rights on the computer — the support agent may need to change system settings, install certificates, or modify registry entries
• A stable internet connection — the remote session requires continuous connectivity
• A supported operating system: Windows, macOS, or Chromebook

Note: Remote sessions on mobile devices (iOS, Android) are not recommended, as these platforms lack the necessary troubleshooting tools. For mobile device issues, see our Apple Screen Time guide or contact support via email.

Step 3: Download TeamViewer

CleanBrowsing uses TeamViewer for remote support sessions. Download the free version:

1. Visit teamviewer.com
2. Click Download for Free
3. Choose the version appropriate for your operating system (Windows, macOS, or ChromeOS)

TeamViewer is free for personal use. You do not need to create an account or make a payment.

Step 4: Install & Launch TeamViewer

Windows:

1. Run the downloaded installer
2. Select "Default installation" and follow the prompts
3. TeamViewer will launch automatically after installation

macOS:

1. Open the downloaded .dmg file and drag TeamViewer to your Applications folder
2. Launch TeamViewer from Applications
3. Important: macOS will ask you to grant Accessibility and Screen Recording permissions. Go to System Settings → Privacy & Security and enable both for TeamViewer. Without these permissions, the support agent cannot view or control your screen.

Step 5: Share Your Credentials with Support

Once TeamViewer is running, you will see two pieces of information on the main screen:

• Your ID — a unique numeric identifier for your computer
• Password — a temporary password that changes each session

Share both your ID and password with the CleanBrowsing support agent via email or the same communication channel you used to schedule the session.

Privacy & Security:

• Your information is not stored or recorded during the session
• You can see everything the support agent is doing on your screen in real time
• You can disconnect at any time by closing TeamViewer or clicking the disconnect button
• The temporary password expires after the session ends

Step 6: During the Session

Once connected, the support agent will:

1. Review your current DNS configuration
2. Check for conflicts (ISP DNS hijacking, browser DoH, VPN software, etc.)
3. Apply the necessary fixes (DNS settings, registry keys, browser policies, certificate installation, etc.)
4. Verify that CleanBrowsing is working correctly

You will be able to watch every action taken. If you have questions during the session, feel free to ask.

Step 7: Troubleshooting Connection Issues

If the support agent cannot connect to your TeamViewer session:

• Verify TeamViewer is running — check that the application is open and showing your ID and password
• Check that your computer is not in sleep mode — wake the computer and ensure the screen is active
• Restart TeamViewer — close the application completely and relaunch it
• Generate a new password — click the refresh icon next to the password field to generate a new temporary password, then share it with the agent
• Firewall issues — if your firewall blocks TeamViewer, you may need to add an exception for it