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  1. Where is the Windows 8 app?

    I can't find it in the store

    2 votes
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      0 comments  ·  Flag idea as inappropriate…  ·  Admin →
    • Allow two specialist to remote into the same computer - like if one specialist needs help from a second specialist.

      Allow two specialist to remote into the same computer - like if one specialist needs help from a second specialist.

      3 votes
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        0 comments  ·  Flag idea as inappropriate…  ·  Admin →

        Thanks for reaching out! This feature is currently available in Instant Housecall.

        Win32/64:
        - On the Specialist PC, choose Connection → Conference call

        Windows 8:
        - On the Customer PC, right click the system tray icon and choose “Conference call”

        A dialog box will appear. Type the e-mail address of the Specialist you’d like to add to your connection.

        If you prefer to “transfer” the call, then first Specialist can exit the session at any time.

        I’m going to mark this item as closed, but if you have further questions, please don’t hesitate to comment below.

      • Automatically pick the right technician

        Is there a way to have my technician accounts automatically picked from the drop down instead of asking the customer to do it?

        3 votes
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          0 comments  ·  Flag idea as inappropriate…  ·  Admin →

          By default, Instant Housecall will automatically choose the most sensible Specialist based on a set of rules.

          Here is the default behavior you can expect:

          - if the customer has worked with a specific Specialist recently, the call will be routed to that Specialist
          - if that Specialist is not available, they’ll be routed to someone else on the same team
          - if nobody is available on that team, they’ll be routed to someone at the same company
          - finally, if nobody is available, they’ll be prompted to leave a message or wait for a Specialist to sign-in.

          Your customer can also explicitly choose a different Specialist from the drop-down on the Start Session screen or by clicking the Options tab.

          If this isn’t the behavior you prefer, you can pass a “Specialist Preference” in the download URL.

          There are two different modes for Specialist Preference:
          - sticky mode:…

        • Speed up connections. Very laggy.

          Slow connecting, sometimes does not at all. Disconnects in session.

          1 vote
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            2 comments  ·  Flag idea as inappropriate…  ·  Admin →

            Thanks for reaching out! Since you opened this issue anonymously, we’re unable to look at your logs or gather more information on your specific case.

            Here are some troubleshooting tips that help in most situations:

            The speed of your Instant Housecall session is directly related to the upstream bandwidth on your Customer’s internet connection. If you’re finding that speeds are slower than you expect:

            1) Make sure that your customer isn’t running software in the background that consumes a lot of bandwidth.

            Some common programs that consume a lot of upstream bandwidth include Skype, Skydrive, Google Drive, DropBox and Torrent software.

            Any computer on the same network using a lot of upstream can cause your connection to slow. Some remote software will disable these programs to prioritize their own traffic. Instant Housecall does not disable other programs allowing you to troubleshoot them remotely if you need to.

            If you pause…

          • Remote command prompt

            Would like to send DOS or Powershell commands remotely

            1 vote
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              0 comments  ·  Flag idea as inappropriate…  ·  Admin →
            • Does everyone need to use the MSI installer? What if I want an EXE?

              Do I understand correctly that every customer needs to install the msi in order for me to remotely connect to them? It’s a hurdle – they often are not an admin and thus cannot install it.

              I could use group policy to push it out to members of my domain, but not all customers are.

              1 vote
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                0 comments  ·  Flag idea as inappropriate…  ·  Admin →

                Instant Housecall offers two download options for your customers:

                MSI: Also called the “standard” installer
                EXE: Also called the “safe applet”

                It sounds like the EXE is the one that you’re looking for. You can find that by clicking “Download safe applet” in your support portal. If you’re using direct download links, add “&mode=safe” to the download URL to get the safe applet.

                A few notes about each installer that will help you with your decision in which one to use.

                Standard MSI
                - Includes “install once as admin, run unlimited as standard user”. That means that you can install it on your user’s machine with administrator privileges (via group policy, physical presence or some other means), and then your customer can request remote support later without needing to know the administrator password. This is a great feature in corporate locked down environments
                Includes all features (we’ll contrast…

              • What's the difference between branded and co-branded?

                In the pricing page it shows "Branded" and "Co-branded". What exactly is the difference between the two?

                1 vote
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                  0 comments  ·  Flag idea as inappropriate…  ·  Admin →

                  Co-branded:
                  - Your logo/brand appears on all session confirmation, in the UI text, and on your support portal

                  Branded:
                  - Your logo appears in all of the above plus on the splash screen of the software, desktop icon, and UI graphics, chat, and icon text

                • How does the online payment thing work?

                  How do I get online payment working and how do I accept cards if I don't want to do Pay Pal?

                  1 vote
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                    completed  ·  3 comments  ·  Flag idea as inappropriate…  ·  Admin →
                  • Zoom remote screen?

                    How do I zoom the remote screen?

                    1 vote
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                      0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                    • Shift gets stuck after end session

                      Every now and then, the shift key gets 'stuck' after I finish a session. It is not a big problem, but something for you to look at.

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                        0 comments  ·  Flag idea as inappropriate…  ·  Admin →

                        The most likely cause is that you’re holding the key when you’re “in-session”, then move your mouse outside and release it.

                        Windows will process the “key down” and send it to the remote computer, then when you move to another window, the “key up” i processed locally.

                        To solve the “stickiness”,
                        - press and release Ctrl
                        - press and release Alt
                        - press and release Shift

                        … and everything will return to normal.

                      • Can't control Kaspersky remotely

                        When I run Kaspersky, I have to have the client select some controls to get it to work. It's Kapersky antivirus. Do you have any suggestions so I can do it instead of the client?

                        1 vote
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                          0 comments  ·  Flag idea as inappropriate…  ·  Admin →

                          Kaspersky has feature in it called “Self-Defense” that may prevent you from managing it remotely until you tell Kaspersky that Instant Housecall is a trusted app.

                          You can either add Instant Housecall as a trusted app, or disable self-defense altogether.

                          These two articles from Kaspersky will walk you through the steps:

                          Add a trusted app:
                          http://support.kaspersky.com/7913

                          Disabling self-defense:
                          http://support.kaspersky.com/6596

                        • Automated way to push/install clients through group policy?

                          Is there a way I can automatically push clients to my users via Group Policy?

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                            0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                          • Connecting to computer that has virus, won't install MSI

                            I was trying to help someone out who had one of those fake viruses. She could not connect to the internet in normal mode. I had her reboot to safe mode to see if she could connect, then I had her try to connect to Instant Housecall. It said that it couldn't install in safemode. I deal with a lot of viruses. I am looking for an alternative to my current provider. But I have to be able to connect to them in safemode when the viruses do not allow them to connect to a webpage. Is this something that…

                            1 vote
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                              0 comments  ·  Flag idea as inappropriate…  ·  Admin →

                              You can use the Safe Applet. It’s at the bottom of your support portal.

                              Sometimes, malware or system configuration can prevent Instant Housecall from installing on your Customer’s machine.

                              The most common reasons are because your Customer’s PC is:
                              1) in Windows safe mode
                              2) infected with malware
                              3) unable to run a Windows service
                              4) does not have administrator privileges

                              Using the Instant Housecall Safe Applet, you can remote support almost any PC, even if your customer doesn’t have privileges.

                              The Safe Applet provides a special installation of Instant Housecall.

                              You can run the safe applet in two modes: with service and without.

                              If your Customer’s PC won’t connect or can’t run a Windows Service, answer “N” to run Instant Housecall in safe mode without the service. That will give you a basic installation of the software that lets you view and control the remote computer.

                              If you answer…

                            • Change PayPal currency to Swedish kronor from US dollar

                              I have tested your software and find it rather good. Some questions that came up is, can you change the currency you charge to swedish kronor from US dollar? Also could you redirect to the Swedish paypal site?

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                                0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                              • Send an e-mail when an unattended client is added

                                Sometimes my clients add themselves to unattended, and just appear in my list. Can an e-mail or notification be sent each time someone is added?

                                4 votes
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                                  0 comments  ·  Flag idea as inappropriate…  ·  Admin →

                                  This feature has now been added. Thanks for the suggestion!

                                  A software upgrade is not necessary on either the Customer or Specialist side.

                                  You will now receive an e-mail any time your customer grants or revokes unattended access.

                                  The e-mail will include customer contact info plus any private notes you or other specialists may have added.

                                • Do customers need admin rights to install Instant Housecall?

                                  Hello,

                                  I was curious if the client that is connecting requires administrative privileges in order to install the installer.

                                  Thanks!

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                                    completed  ·  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
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