Remote Support

Remote support is a popular method of helping users with problems quickly and effectively. To be able to share your screen, you need external software such as TeamViewer, which is available in different variations, in consultation with your support team.

You can download the TeamViewer QuickSupport application from BL Banking Web and start it only when required without permanent installation.

Starting a remote session with TeamViewer QuickSupport

1. In BL Banking Web, click on Settings – Remote Support by Business-Logics. A second browser window opens, from which TeamViewer QuickSupport for Business-Logics is automatically downloaded. If not, click on the link Try again link in the Download TeamViewer message. Depending on your browser settings, TeamViewer QuickSupport will open directly. Alternatively, start the file from the download directory.
2. In the TeamViewer QuickSupport window, an ID and a password for one-time use is displayed. Share both with your support contact using the agreed communication channel.
3. The remote connection is established. Accept the connection so that your contact person can see your screen. You can solve the problem together or leave the control of your computer to your contact person.
4. After the session, exit TeamViewer QuickSupport to disconnect. The password used for this session becomes invalid.

If you want to establish a new connection, you can restart the downloaded file directly. TeamViewer QuickSupport generates a new password, which you must transmit.

Figure: Starting remote support with TeamViewer