What is it?

Remote Support is based on a networking technology called Virtual Network Computing (VNC), which allows remote observance or control of another computer on the local network or over the internet.

How does it work?

Let’s say you’re having a problem with email on your iMac, or your Apple laptop — but you live in Kansas, or France (or wherever) and I live in Oregon (which I do). Obviously, it’s impractical for me to physically view / troubleshoot your computer — but through the magic of VNC, I can connect to your computer over the internet (with your permission, of course) and observe / control your computer, just as if I were sitting in front of it.

Mac OSX — unlike Windows — has screensharing built into the operating system, and also offers simultaneous text chat, voice chat, and video chat — all in one interface. We can talk as I work on your computer from afar — and even share files, if needed. It’s a beautiful thing. Even if you’re not far-away, OSX screensharing is a convenient, cost-efficient way to address minor problems, when they arise.

What do I need to use OSX Screensharing?

You’ll need a Mac running OSX 10.5 Leopard, or later, and a broadband internet connection — either cable or DSL (the latter is a pseudo-broadband service offered by, and through, the local phone company). “Dial-up” service, mostly a thing of the past, does not have sufficient bandwidth (data capacity) to support screensharing.

Screensharing with simultaneous voice / text / video chat uses the iChat (10.5-10.7) or Messages (10.8) application, which are also built into OSX. You will need a Google or AIM account to use these services. If you need help configuring these accounts in iChat / Messages, contact me.