Remote Assistance

Live support for Assistance with Your Imaging Equipment Software

KaVo™ Technical Support specialists use the latest screen-sharing technology to view, control and resolve software issues remotely. A technical support specialist will walk you through the remote assistance process. 

How To Get Support

STEP 1

Call Technical Support   at 1-888-ASK-KAVO or submit a support request so we can assist you with the problem you are experiencing.

STEP 2

To initiate a secure Live Online Support session, shut down all non-KaVo Platform applications except your browser window.

STEP 3

While on the phone with Technical Support, you will be given a unique session key. Enter the Session Key in the box to the right and click Submit to initiate the screen-sharing session.

STEP 4

You will be prompted to download a small virus-free plug-in.

STEP 5

With your permission, your support representative will be able to view your screen and share control of your mouse and keyboard.

STEP 6

You are in full control of your computer at all times. You always have overriding control of your computer, and you can end the screen-sharing session at any time.

 

Frequently Asked Questions

Q.  What is remote assistance?

A.  This screen-sharing technology allows our Technical Support Specialists to quickly and easily assist in resolving software-related issues by viewing and controlling your computer. When appropriate, our specialists may ask you to start Remote Assistance by providing you with a session key.

Q.  How much does it cost me?

A.  Nothing. Remote Assistance is a valuable tool used by our support team and is included free with all of our products. 

Q.  After the remote assistance session is over, will the technician still be able to see or control my computer?

A.  Absolutely not. Once the session has ended (and you’ll know when the Remote Assistance prompt notifies you and the Remote Assistance window disappears), the technician has no way of re-establishing that Remote Assistance session without your express permission and clicking on a link to allow it.

Q.  Will any software be installed on my computer?

No. During the session, a program runs temporarily to allow the session. Once the session is over, all traces of the Remote Assistance program will self-delete and go away. Your system is not changed in any way by the Remote Assistance program.

Q.  I am on dial-up, will remote assistance still be available for me and work properly?

A.  Yes. Remote Assistance is very efficient and works great for users on dial-up connections.

Q.  I do not have internet connection or my computer does not turn on at all. Can remote assistance assist me?

A.  Unfortunately, Remote Assistance relies on a computer that can properly connect to the Internet. If this is the case, the technician will only be able to troubleshoot via phone.