Remote support
Let us see your screen
When we are on the phone and it would be quicker to look — or quicker to fix it for you — this is how. It takes about two minutes the first time. We can only connect once you read us the password on your screen, and you can end it whenever you like.
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Download RustDesk
RustDesk is free and open source. Pick the file for your computer from the list: the one ending x86_64.exe for Windows, .dmg for a Mac (aarch64 for newer Macs, x86_64 for older Intel ones). On Windows you do not need to install it — just open it.
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Point it at iComm
Open the Settings tab, choose Network, then ID/Relay server. Copy these two into the boxes with the same names, leave the others empty, and press OK.
ID serverremote.icommsolutions.co.ukKeyyPNwAxGOcVbUIKnRwHdEzM4DM7MfKJZ1eFKmXJ7vAVQ=Back on the Home tab it should say Ready at the bottom. You only do this once — next time, just open RustDesk.
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Read us your ID and password
On the Home tab RustDesk shows your ID and a One-time password. Read both out to us. When we connect, a small window shows at the side of your screen saying who is connected. Untick the mouse and keyboard there if you only want us to watch. To end it, press Disconnect or close RustDesk.
On a Mac, the first time
Apple asks before any app can show or control the screen. Open System Settings, then Privacy & Security, and turn RustDesk on under Screen & System Audio Recording and under Accessibility. Then quit RustDesk and open it again. We will talk you through it.
Where your screen goes
The connection is encrypted and runs through our own server in London, not a third party's. Nothing is recorded, and we never keep your password — next time, you read us a new one.