How to Prepare for a Remote Support Session

A little preparation before a remote support session can save time and make it easier to solve your problem. Here are a few simple steps you can take before ELLTX connects to your computer.

1. Write down what’s going wrong

Before your session, jot down:

• What you were trying to do when the problem occurred
• Any error messages you saw (exact wording if possible)
• Whether this has happened before or if it’s new

You don’t need a long report — just enough for us to quickly understand what you’re seeing.

2. Close anything private or unrelated

During a remote session, we only work on what you’ve asked us to help with, but as a precaution:

• Close any documents or windows that contain private or unrelated information
• Log out of personal websites (online banking, personal email, etc.)

This helps keep the session focused and protects your privacy.

3. Make sure your computer and internet are ready

To avoid interruptions:

• Plug in your computer or make sure the battery is charged
• Confirm your internet connection is reasonably stable
• If possible, avoid large downloads or streaming during the session

If your internet is unreliable, let us know — we may suggest alternatives.

4. Have login information available (but don’t email it)

If the issue involves specific accounts or software, make sure you:

• Know the usernames/passwords you’ll need to sign in
• Can enter them yourself when prompted

For security, never email passwords. If we need to see you log in, you can type them yourself while we watch the screen.

5. Know how to start the remote tool

When it’s time for your session:

• Go to the ELLTX Remote Support page
• Download and run the remote support tool as instructed
• Be ready to read and approve the consent message before we connect

If you have any trouble starting the tool, we can walk you through it on the phone.

A small amount of preparation can make your remote support session smoother and faster. If you have any questions before or after a session, just contact ELLTX.