How to start a Remote Support Session

The instructions on this web page will allow SILO Help Desk staff to interact with your computer over the Internet.  Support staff will be able to see your computer screen and take control of your keyboard and mouse.  When the remote session closes, the remote support software will be removed from your computer automatically.

NOTE: Please do not start a remote support session until after a SILO Help Desk staff member requests permission to control your computer.

To to initiate a remote support session in Mozilla Firefox:

1. Go to https://support.statelibraryofiowa.org.
2. Under the "Representatives" section, click on the name of the representative you are working with.
3. At the "Would you like to save this file?" prompt, click on the Save File button.
4. In the Downloads window, click on the Open link for the file that starts with "nssdcust".
   
5. At the "Do you want to run or save this file?" prompt, click on the Run button.
   

To to initiate a remote support session in Internet Explorer:

1. Go to https://support.statelibraryofiowa.org.
2. Under the "Representatives" section, click on the name of the representative you are working with.
3. At the "Do you want to run or save this file?" prompt, click on the Run button.
4. At the "Do you want to run this software?" prompt, click on the Run button.