Remote support
Start your remote support session
Download the app below, open it, and read us the code it shows. Once a technician has that code, we will be looking at your screen in about a minute.
Works on Windows and Mac. Small file, a few seconds to download, and nothing stays installed on your computer afterward.
The download is hosted by Splashtop, the remote support software we use, so the button opens sos.splashtop.com in a new tab. That is expected. Nothing else should ask you for anything.
Not on the phone with us yet? Call 786.222.0400 first, whether or not you are already a client. The code only works while a technician is waiting for it.
Three steps, about a minute
If anything looks different from this, stop and tell the technician on the phone.
Download the app
Click the button above. It opens Splashtop's download page in a new tab and picks the right file for your computer. Your browser saves it, usually to your Downloads folder.
Open the file
Double click it. If Windows asks whether to allow it, click Yes. On a Mac, click Open. A small Splashtop SOS window appears.
Read us the code
The window shows a 9 digit code. Read it to your technician. That code is what connects us, and only for this one session.
What happens during the session
You stay in control the whole time. Here is exactly what a remote session does and does not allow.
- You watch everything we do. Your screen stays on and your mouse still works.
- You can end it instantly at any point by closing the window.
- Nothing is left behind. When the window closes the connection is gone and cannot be reopened.
- We work on the problem you called about. We are not there to read your email or browse your files.
- Every session is started by you, from this page, with a code only you can give us.
- Give the code to a technician you called on 786.222.0400, and to nobody else. Anyone who has that code while the window is open can connect.
Rather we come to you?
Some problems need hands on the hardware. We cover Miami-Dade and Broward, and we will drive out.
Call 786.222.0400Mon to Fri, 9:00 AM to 5:00 PM. Managed clients have support beyond those hours.
Security
How to know it is really us
Fake tech support calls are one of the most common scams hitting South Florida businesses. These three rules never change.
We never ask for the code in writing
The 9 digit code is only ever spoken to a technician you are already on the phone with. If an email or a text message asks you to send it, it is not us.
We never call you first about a virus
Real support starts with you calling us. If someone rings claiming your computer is infected and you did not contact anyone, hang up and call 786.222.0400.
We never ask for passwords or payment
No TEKK2GO technician will ask for your password, your bank or card details, or gift cards. Nobody legitimate ever will.
If something goes wrong
Any of these, and the fastest fix is to say so on the phone. We will talk you through it.
My browser blocked the download
Chrome and Edge sometimes warn about files they have not seen many times before. Click Keep or Keep anyway, then open the file. If your browser will not allow it at all, tell your technician and we will send you another way in.
Windows is asking me for permission
That is normal. Windows asks before letting any new program run. Click Yes. If it asks for an administrator password you do not have, tell your technician and we will work around it.
Nothing happens when I open the file
Check your Downloads folder for a second copy, since clicking twice downloads it twice. Otherwise close it, delete the file, and download it again from this page.
Does this leave anything installed on my computer?
No. The support app runs for this one session and removes itself when you close the window. It cannot let anyone back in later.
My work computer will not let me run it
Some company policies block downloaded programs. That is your IT policy doing its job. Tell your technician and we will use a method your policy allows.