Remote technical assistance
You open a program, a nine digit ID appears, you read it to us over the phone and the technician sees your screen. Nothing permanent gets installed and no account is needed.
Three steps. It takes under a minute and leaves nothing installed on your computer.
The installer lives inside your system, in the Help menu. A single file, already configured, no installation required. The Mac instructions are there too.
Help → Install Remote Support
Do not rename the file. That long name is what tells the program how to find our server.
If Windows shows a security warning, choose "More info" and then "Run anyway". That warning is normal: it appears because the file came from the internet.
The window shows a nine digit ID and a one time password. Read us both over the phone or chat and the technician connects.
Leave the window open for as long as the session lasts.
The connection runs through a server owned by Eli-T, not through a third party service. The technician can only get in while you keep the window open and have given them the password, which changes every time. When you close the window the access ends, and nothing stays running or installed.
If you get an unexpected call or email asking you to install this program, hang up and call us yourself. Eli-T support always starts with you reaching out to us.
It is almost always the file name. If your browser renamed it to rustdesk.exe or download(1).exe, it lost its configuration. Download it again from your Eli-T system, under Help → Install Remote Support, and check that it keeps the full long name.
Screen Recording and Accessibility permissions are missing. Turn them on in System Settings, under Privacy and Security, then open the program again.
Old configuration may be left over. Close the program, delete the %appdata%\RustDesk folder on Windows and open it again.
On a Mac this is usually the Accessibility permission. On Windows, if the technician needs to touch something in the system, the program has to be opened as administrator. Tell us what you see on screen and we will walk you through it.