When remote support makes sense
Some problems do not need a bench visit: email that will not send, software that crashes after an update, a printer that vanished from the network, or a Mac that needs a careful settings check. Remote support lets a Repair Factory technician work on your computer while you stay home — anywhere in Canada we can reach over a stable connection.
It is also the right next step after a scam call if someone talked you into installing their “support” software. We connect only when you ask us to, remove what they left behind, and help you lock accounts back down.
How it works
1. Tell us who you are. From Our Shop, open Remote Support and submit your name, phone, and email. We open a ticket in our shop system so your session is tracked like any in-person repair.
2. Install the support agent on this computer. We give you a small, signed installer matched to Windows or Mac. You run it on the machine that needs help — not a phone or tablet. The form walks you through SmartScreen, Gatekeeper, and the permissions the agent needs.
3. We connect when you are ready. A technician calls or messages to confirm the problem, then requests a remote session through the same tool. You approve the connection on your screen. We troubleshoot together; you can watch everything we do.
4. Session ends; access stops. When the work is done, we disconnect. The agent can stay installed for future tickets if you want quick help again, or we can remove it on request.
How we protect your privacy
Remote access is powerful, so we treat it carefully. We only connect after you submit the form and agree to a session — never at the request of an unsolicited caller or pop-up.
You stay in control: every remote session requires your approval on that computer. You can end the session at any time by closing the support window or telling us to disconnect.
We work on the problem you reported. We do not browse personal folders, read email, or open unrelated apps unless you ask us to as part of the fix — and we say so out loud when we need to look somewhere specific.
Your contact details and ticket notes live in our shop system (Syncro), the same place we record in-person repairs. We do not sell customer lists or share session recordings with third parties.
If you were scammed into letting someone else in, tell us in the form. We treat that as a cleanup job: remove their tools first, then verify the machine before you bank or shop on it again.
What you will need
A Windows PC or Mac on a reliable internet connection (Wi‑Fi or Ethernet). Phone and tablet support is limited — describe mobile issues in Start a Repair and we will recommend the best path.
About fifteen minutes for the first-time agent install. Stay at the keyboard; we cannot complete setup if someone else runs the installer on a different machine.
Optional but helpful: passwords for accounts involved in the issue (email, Microsoft, Apple ID). We never ask for banking PINs or gift-card payments — those are scam red flags.