Your satisfaction is important
to us. We want your experience with the
GoSupportNow service to be as good
as “being there”. If you have any problems while
using GoSupportNow, please check the FAQs below for
answers that might help with your problem. And
feel free to contact RHUB support for any
GoSupportNow questions:
1. How do I attend a
support session?
Click the “Join Meeting” button at the top of
this page. On the resulting page, enter the
meeting id that the support representative sent to you,
the password (if any), and enter your name, then
click the “Join Meeting” button.
2. How do I retrieve my lost password?
How secured are my passwords?
Click the “(Forget password?)” link under the
Login button at the login page and enter your
email address. The system will send you a new
password generated by the system. After you use the new password, click
“Account” at the left panel and reset your new
password.
Your user account password and
passwords required for unattended support
sessions are irreversibly encrypted in the
database and transmitted over the Internet using
SSL. Because of that, you need to remember those
passwords. There is no way for our support staff
to retrieve them for you.
3. Can anyone join my
support sessions?
You can invite anyone to join your support
sessions.
They do not need a GoSupportNow user account.
4. Does GoSupportNow use SSL encryption?
All user passwords, meeting passwords and
meeting IDs are transmitted via SSL between
GoSupportNow clients and the GoSupportNow server.
5. Can I record a
support session?
Yes. On the GoSupportNow Control Panel, click
the Record icon. Make certain that your
computer’s microphone is on. If attendees are
talking via the telephone, turn your
speakerphone on so your computer’s microphone
can pick up their voices. When you are finished
recording, click the Stop Recording icon and
choose the name for save the recording.
6. How do I play the recording?
You can double click on the saved recording. The
recording will begin playing automatically. You
can pause the recording, scan forward or
backward and change the volume during playback.
7. How do I cancel my account?
To cancel your subscription, log in. Click the
“Account” link on the left. Then click the
“Change Plan” button. Then click the “Cancel
Plan” button. Your account will remain active
until the end of your billing period.
You will receive an email
notification for every monthly bill. The email
will include a link for you to easily click and
login to the system and change or cancel your
subscription.
8. Can I support multiple remote computers on one local computer?
You can support as many remote computers (PCs or
Macs) as you need on one local computer by
starting multiple remote support sessions. However, you need to purchase additional
concurrent sessions in order to support multiple
remote computers concurrently.
With multiple concurrent sessions purchased, you
and your colleagues can support multiple remote
computers anywhere you want, under one or
multiple local computers. The number of remote
computers you and your colleagues can support at
the same time cannot exceed the number of
concurrent sessions you purchase.
9. How can I access a remote computer anytime I want?
You first start a remote support session. Then
you have the target computer join the support
session (both computers can be the same
computer). Go to the "Tools" menu and click
"Change to unattended support session" and
follow the prompts from there.
To access a remote computer running with a
unattended support session, sign in your
GoSupportNow client software and click the
"Active" link on the top. It will show all
active unattended support sessions. Click anyone
of the sessions and you can control a remote
computer just as you are there. You can remotely
reboot or safe reboot, change users, login as
admin, lock computers, and so on, as long as the
remote computer is powered on and connected to
the Internet. To stop a unattended support
session, right-click the session name on the
active session list and you will see a menu
option to stop the session.
Note that each unattended support session
requires one concurrent session license.
10. I
have trouble to install GoSupportNow. How can I
get around it?
If you have any trouble in
installing GoSupportNow,
download this zipped GoSupportNow. Run for "TurboMeeting.exe"
after unzip it. You may want to create a shortcut of the
executable on your desktop for convenience.
