Support – SL Digital Media

How it works

HelpDesk application downloads to your computer to start support session.

During the session, the technician remotely takes full control of your computer.

Once you end the session, your computer cannot be accessed anymore by the technician.

Can I end an ongoing session when my computer is getting accessed?

Yes, you can end an ongoing session by clicking ‘End Session’ in the desktop notification. The session will close and the setup will be automatically removed from your computer.

What should I do if the remote access seems suspicious or an unauthorized party is trying to access my computer?

Remote sessions via HelpDesk are secured with TLS v1.2 / AES 256-bit encryption. However, if the remote access seems suspicious, you can uninstall the setup at any point of time. Simply click the ‘End Session’ button in the desktop notification. This will resolve the ticket and uninstall the HelpDesk application.

HelpDesk in Mac OS Catalina

Mac OS Catalina requires user permission for applications to access privacy sensitive data. Hence you need to grant accessibility permissions to HelpDesk.

To authorize Helpdesk,

Open System Preferences and go to the ‘Security & Privacy’ pane.
Select ‘Accessibility’.
Click and provide system authentication to allow changes.
Select the checkbox next to ‘RemotePCHDDesktop’.

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