Remote Service Frequently Asked Questions

Q. Will the remote assistance work if my PC is behind a firewall?
A. Yes. Most firewalls are configured to allow outgoing connections from the computers behind them. If you use a software firewall, you might get a warning message with the option to allow the remote assistance service to call out, or you might have to manually configure the software.

Q. I have a (brand name/non-brand name) computer. Can you fix it?
A. We can work on any brand computer as long as you are running one of the Microsoft Windows operating systems.

Q. I have a DSL/cable router. Will the remote assistance work on my PC?
A. Yes. A static IP or dynamic IP makes no difference.

Q. Can anyone else connect to and remotely control my PC?
A. When you open the small program that the technician sends to you, that program is inviting that particular technician's computer to connect to yours. Only a computer that you invite can connect. In this way, it's possible for more than one technician to be able to view your computer at the same time for training, quality assurance, or if the technician needs assistance from another technician in order to repair your PC. Once the support session is complete, either you or the technician will close the program on your computer, which will close the connection, and the program will automatically uninstall itself. No one will be able to reconnect to your computer.

Q. Will this work if I have a dial-up internet connection?
A. Yes. However the session will take much longer, especially if the technician needs to download any files to your computer.

Q. How long will the support session take?
A. That depends. A simple configuration or 'How to' question may only take a few minutes. If we are removing viruses, adware, spyware, and optimizing your pc, the session is usually around an hour. Depending on the severity of the infestation, the session could take well over an hour. We genuinely care about doing the best possible job and make sure your computer is in the best condition possible. We want our service to be a great experience for you and hope you will return to Bay Geeks with all your computer problems and questions.