REMOTE SUPPORT
Remote access
Use this page when a Posilan engineer asks you to start a remote support session. It lets them see your screen and fix the problem while you watch.
HOW IT WORKS
Connecting takes about a minute
1. Speak to us
Call us on 0161 660 7471 or raise a ticket. Stay on the phone with your engineer.
2. Open the session
Click Start remote session and enter the code or session name your engineer gives you.
3. Run the download
A small file downloads. Open it and allow it to run when your computer asks.
4. You’re connected
Your engineer can now see your screen and fix the problem. You can watch everything they do.
STEP-BY-STEP HELP
Installing the remote support tool
On Windows
- Click Start remote session and enter your code.
- When the file has downloaded, open it from the bottom of your browser or your Downloads folder.
- If Windows asks “Do you want to allow this app to make changes?”, click Yes.
- If a blue “Windows protected your PC” box appears, click More info, then Run anyway.
- Leave the window open. Your engineer will connect in a few seconds.
On a Mac
- Click Start remote session and enter your code.
- Open the downloaded file from your Downloads folder and follow the prompts to run it.
- When asked, open System Settings → Privacy & Security.
- Turn on the remote support tool under Screen Recording and Accessibility, so your engineer can see and control the screen.
- If your Mac asks you to quit and reopen the tool, click Quit & Reopen.
STAY SAFE
Only connect when you’re talking to us
Only start a session if you’re speaking to a Posilan engineer and you asked for help. Never let anyone connect to your computer because they called you out of the blue.
If someone calls claiming to be from Posilan and you’re not sure, hang up and call us back on 0161 660 7471.
QUESTIONS
Remote support FAQs
Is remote support safe?
Yes. The connection is encrypted, a session only starts when you run the tool yourself, and you can see everything your engineer does on screen.
Do I need to install anything?
Only a small support tool, downloaded when you start the session. It takes a few seconds and doesn’t need any technical knowledge.
Can I stop the session?
Yes. Just tell your engineer and they’ll disconnect straight away.
The download won’t run. What should I do?
Stay on the phone and tell your engineer. They can talk you through it, and some work computers need an administrator to allow new software.
Does remote support cost extra?
Remote support is included for contract clients. Businesses without a contract can book one-off remote help too, just get in touch.