Frequently Asked Questions

Minimum System Requirements
What do I need to participate in an Intellifix support session?

Participating and Setting Up Support Sessions
Do I have to download software to participate in a support session?
Can I use The Intellifix software or join a support session if I am a restricted user running Windows NT, Windows 2000 or Windows XP?
How do I Install the Intellifix software manually?
How do I manually remove the Intellifix software?

Performance
What affects the performance during an active support session?
My Internet connection is broadband will this make my support sessions faster?

Application Sharing, Desktop Sharing
What's the difference between desktop sharing and application sharing?
What applications can I share?
When a Support Engineer uses my computer and opens files, are the files sent to the Engineer's Computer too?
Can myself and the Support Engineer transfer files between our computers?
Does the Support Engineer need to have the applications I share installed on their computer?
What happens if the Support Engineer and my computer have different screen sizes or resolutions?
Why does the Support Engineer sometimes see a crosshatched pattern during application sharing?
Can I use my keyboard and mouse at the same time as the Support Engineer?


Getting Support Assistance
I need help with my computer, can Intellifix help?
How would I find a Support Engineer?
What information should I use to help me decide which Support Engineer to choose?
I have found a Support Engineer and read their profile, what do I do next?
I have sent a notification to the Engineer, what happens now?


Quotations and Fees
We have chatted about my problem and the Engineer is confident he can help me, what do I do next?
I have a screen indicating the Engineer's proposed fee, what should I do now?
I dont understand the payment being proposed, can you explain this to me in more detail?


During a Support Session
I am now in a session with the Engineer, what happens next?
I can see the Engineer working on my computer, do I need to do anything else?
The Support Engineer has repaired my problem – what happens next?

 

What do I need to participate in an Intellifix support session?

Minimum requirements to host or attend a fully interactive support session in Microsoft Windows:-

• Windows 98, Me, NT, 2000, XP or Vista
• Microsoft Internet Explorer 6 or 7
• JavaScript and cookies enabled in the browser
• 56K or faster Internet connection

Our software is now compatible with Microsoft Windows Vista.

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Do I have to download software to participate in a support session?

To use all of the interactive features in a support session you must allow the Intellifix software to be loaded onto your PC. Our software is designed to be installed with the minimum amount of effort so that even novice users are able to complete the install procedure.

Our software is packaged and installed on your computer using an 'Activex control' or ActiveX for short.

In simple terms, this means our software is able to be installed on your computer using Internet Explorer, as long as you have the correct permissions to be able to install and launch ActiveX components or controls (usually if you are able to install programs on your computer, it is likely that you will have sufficient permissions to install our software). For more Information about permissions and ActiveX click here

For a detailed description about what ActiveX is click here

For people who have not installed our software and want to do so for the first time

Do one of the following:-

• Log in to your personal account
• Click 'My Profile' from the navigation menu
  
• Click 'ActiveX' from the profile menu

or

From within an engineer profile click the "chat with" button

Using either of the above two methods will install the Intellifix Software on your computer.

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Can I use the Intellifix software or join a support session if I am a restricted user running Windows NT, Windows 2000, or Windows XP?

If you are a "restricted" user running Windows NT, Windows 2000, or Windows XP—that is, a user without administrator or power user privileges you will be unable to install the Intellifix software. Our installer is type 'Activex', and you will need the correct privileges to be able to install the software. This a not something that can be resolved by Intellifix and you will need to speak to the person responsible for your computer security settings.

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How do I install the Intellifix Software manually?

At the time of writing this document there is no manual installation method. We are reviewing this situation and hope to have a manual installer available for download shortly. When this is available we will publish the URL and state its availability in the news section of the website. Periodically check the news section of the website for updates.

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How do I manually remove the Intellifix Software?

To uninstall the Intellifix software do the following:-

• Locate the Intellifix software on the programs menu
  • Start>Programs or All Programs
  • locate Intellifix on the programs menu
  • Click "Uninstall Intellifix"
• Click 'ok' to begin the uninstall process
  
  (optional)
• Go to 'My Documents'
• Locate and Delete the folder named 'Intellifix'
  
  Intellifix software is now removed from your computer.

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What affects the performance during an active support session?

Intellifix support sessions provide real time sharing over the Internet. Because of this, performance is dependant on a few factors.

Some of the factors that affect performance are the following:

• The amount of running applications on your computer
• The resources available on your computer (e.g. Available amount of Ram & CPU speed)
• The speed of your computer's connection to the Internet
• The performance of your Internet service provider
• Performance of firewall and proxy servers, if your computer is behind a company firewall

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My Internet connection is broadband, will this make my support sessions perform faster?

Yes, however although you may have a high-speed connection to the Internet, there can often be congestion or packet loss on the Internet, between your computer and a destination you are trying to reach. Invariably there is usually nothing you can do when this occurs. If the problems persists you could try contacting your ISP and explain your issue.

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What's the difference between desktop sharing and application sharing?

Application Sharing:
When you share a single application - the Support Engineer only has access to that application and any windows that are subsequently opened from within that application. Equally if the application you share has access to specific files, the engineer will also be able to access those files using the application. However, the Support Engineer would not be able to see or launch other applications without your permission.

Full Desktop Sharing:
When you choose to share your full desktop and give the Support Engineer control, the Support Engineer will have access to your computer in much the same way as you do.

When Full Desktop Sharing is permitted, the Support Engineer will be able to access your drives, applications, and files. However, what the Support Engineer see's is only a visual representation of what is being displayed on your screen.

This also means that the Support Engineer cannot transfer files using IntelliFix to his or her computer without you granting access to that feature.

There are other means a Support Engineer can transfer files to another computer if you have granted access to your full desktop or an application that supports sending files over the Internet (.i.e FTP file transfer) - but you should monitor the supprort session at all times to avoid this where necessary.

Sometimes it is necessary to allow Full Desktop access when the Support Engineer needs to diagnose certain types of computer problems.

You should not be worried about giving this level of access to a Support Engineer, since, you are able to take control at any time by clicking your mouse button. This action stops the Support Engineer from being able to do anything on your computer.

You should always monitor a support session whilst it is taking place and never leave the session unattended.

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What types of applications can I share?

You can share almost any application you currently have installed on your computer.

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When a Support Engineer uses my computer and opens files, are the files sent to the Engineer's Computer too?

No. Unless the 'file transfer' process is initiated (file transfer using IntelliFix - the sending and receiving files to and from the engineer - see the next question regarding file transfer) all files accessed remain on your computer. This is because the Engineer is opening and accessing files on your computer and only a visual representation of what is displayed on your screen is sent to the Engineer's screen.

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Can myself and the Support Engineer transfer files between our computers?

Yes. Within the Intellifix software there is a file transfer feature. To send a file to the Support Engineer do one of the following:-

• From the chat dialog window or by right clicking the green ball in the system tray
• Click the 'File Send' icon
• Browse your computer and locate the file you wish to send
• click 'OK' to send the file

When a file is selected to be sent, a prompt to 'save file' is opened on the Support Engineer's computer. When the Support Engineer chooses to accept the file, transfer will begin. The same process works in reverse when the Support Engineer wishes to send you a file.

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Does the Support Engineer need to have the applications I share installed on their computer?

No. When an application is shared with the Support Engineer the program is launched on the your computer. The Support Engineer merely sees a visual representation of the application on his or her screen.

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What happens if the Support Engineer and my computer have different screen sizes or resolutions?

During a support session the Support Engineer has the option to scale the screen being viewed to fit the the size of his or her own physical display settings. For best results your screen resolution can be lowered by yourself or the Support Engineer, this will increase the overall performance of the session, however this is not always a necessary step.

To change your monitor's display resolution for Microsoft Windows, use the Display settings icon from within the Control Panel.

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Why does the Support Engineer sometimes see a crosshatched pattern on their screen during application sharing?

When application sharing is used, sometimes the Support Engineer may see a crosshatched pattern on his display. This is because there is an application that is not being shared which is partly or fully obscuring the shared application. This is a security feature of the software, since it allows you to view windows with content as normal, but you may not want the Support Engineer to view.

When this occurs close or minimize the offending application. If the application causing the problem is required by the Support Engineer, use your 'permissions' options to 'share' this application.

To change what applications are being share at any time do the following:-

• right click the green ball in the system tray (near the clock on the taskbar)
• Click the 'Permissions' option
• Ensure the application you want to share is running or launch the application now, and wait for it to appear in the permissions box
  
• Enable the Tick Box next to the application to be shared
• click 'OK' to continue to share the application

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Can I use my keyboard and mouse at the same time as the Support Engineer?

During a remote control session both participants have access to the keyboard in a 'shared mode'. However, mouse control is passed back and forth between you and the Support Engineer, this is to resolve conflicting mouse control movements.

If you want to take control from the Support Engineer this is done by simply clicking your mouse. For the engineer to regain control of your mouse, you would need to 'reassign mouse control' or accept a request from the engineer to 'give mouse control'.

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I need help with my computer, can Intellifix help?

Yes we can. Our aim is to serve as an introductory service between Client and Engineers, to allow users to find Engineers who are competent with software fault finding and resolution.

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How would I find a Support Engineer?

You would first need to create an account on the website. Once you have activated your account from the account sign up confirmation email, you will be able to contact a Engineer on the site to help you. Use 'Contact A Support Engineer' from the navigation menu when signed into your account.

If you fail to create an account or you have not activated your account using the confirmation email, you will still be able to contact Support Engineers, but you will be unable to contact them. Sign in to your account and then perform the search.

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What information should I use to help me decide which Support Engineer to choose?

If your problem for example was related to Internet Explorer, you would choose a Engineer who has specified that they are able to help solve problems with this program.

If your problem was related to a Windows function (i.e. you have lost some files and need help to recover them) you should look for help with your version of Windows.

Also in your decision making process you would be able to see a Support Engineer's feedback left by previous Clients the Support Engineer had done work for in the past. You should use this information in your decision when selecting a Engineer to work on your problem.

You can also base your decision on any payment rates the Engineer has chosen to display in their profile, or discuss the cost of a job prior to accepting support.

Please be aware that an Engineer may want to charge you a flat rate fee for a proposed support request due to the nature and complexity of the work needed.

Example:
To find a Support Engineer for (e.g for Microsoft Word) do the following:-

• Login to your account on the Intellifix website
• Click 'Search for Support Engineer'
• A list of vendors are displayed
• Choose 'Microsoft' from the vendor list
• A list of programs by Microsoft are displayed
• Choose 'Word' from the program list
• A list of Support Engineers are displayed
• Review displayed Support Engineers by clicking on the name

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I have found a Support Engineer and read their profile, what do I do next?

If you want to discuss your problem with the Engineer you have found, you need to click the ‘chat with' button from within the Engineer's profile page. The button can be found at the top of the page if the Engineer is online. If the Engineer is offline, you can leave a message by clicking the 'send message' button.

This will send a notification to the Engineer indicating that you wish to engage in conversation.

If the Engineer is online at the time that you sent the message, a notification message is displayed on the Engineer's screen indicating you wish to discuss your problem with him or her. If the Engineer is not online, he or she will be sent a message using offline messaging.

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I have sent a notification to the Engineer, what happens now?

Upon the Engineer accepting to engage in conversation with you, a chat dialog window will appear on your computer screen. You can then use this chat dialog box to directly communicate with the Engineer and discuss the finer details about your problem.

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We have chatted about my problem and the Engineer is confident he can help me, What do I do next?

In your discussion you should aim to agree fees (usually proposed by the Support Engineer) before any support work commences.

The fees are related to any work carried out on your computer by the Engineer if he or she feels they need to connect to your computer to investigate the problem further. Using the Intellifix remote control software the Engineer can provide instant support with your consent and permission only.

In some cases the Engineer may want to connect to you computer to have a brief look at the problem first hand. When this is suggested, it should be at no charge to the customer although a fee of 0.00 (free of charge) is proposed using the Intellifix Chat feature.

When this proposed it is at the expense of the Engineer. Accepting a session with £0.00 charge , means you won't have to pay the Engineer any fee.

This would allow the Engineer the ability to diagnose the problem before proposing a formal chargeable fee.

Important: Any negotiations, quotations, proposals, or acceptance of proposed fee's are soley between you and a Support Engineer - IntelliFix are not responsible for any part of the negotiation stage. If you are unsure of any of your responsibilities you should review the IntelliFix Terms and Conditions Agreement.

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I have a screen indicating the Engineer's proposed fee, what should I do now?

If you are happy that the proposed fee is acceptable, click accept to continue the support session. (also see the next question regarding fees and payment types)

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I dont understand the payment being proposed, can you explain this to me in more detail?

An explanation about Fees: Fees are chargeable by the Support Engineer for the help and assistance they provide to you. There are different methods of how the Engineer may want to be paid for the support he or she provides.

The different payment methods are as follows:-

• Full up front - Payment needs to be made before any support work is carried out by the Engineer.
• 50/50 - The payment method requires you to pay 50% of the total proposed fee in advance of obtaining support, and the remaining 50% balance paid after the support session is completed.
• Upon completion - This payment method means you are required to pay the proposed fee in full after the support session is complete.

Other things to know about fees: The amount (price) of the fee chargeable by the support engineer are of two types:-

• Single agreed amount - This means that the Engineer is willing to charge you a fixed fee for the support provided.
• Hourly fee - This means the Engineer wishes to charge you an hourly fee which may accumulate over multiple hours spent providing
  assistance.

example:

Let's assume the Support Engineer wants to charge you £5.00 GBP (or local currency equivalent) for support, and wishes this to be paid using option 50/50.

This means you will be required to pay £2.50 (the first 50% of the fee) before support work commences. The remaining £2.50 or 50% balance will need to be paid when the support session has ended.

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I am now in a session with the Engineer, what happens next?

The Support Engineer has tools available to them to help in assisting you with your problem.

Upon your acceptance of confirmation sent to your computer, the Engineer will be able to connect to your screen and share your mouse movements and keyboard.

The Engineer is able to see exactly what you see on your screen. However you are in control of what the Engineer can and cannot see, and you can pause the session at any time.

To Pause a support session do the following:-

• Take back mouse control by clicking your mouse button
• Open the chat dialog window with the Engineer
• Press 'Pause Session' from within this window

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I can see the Engineer working on my computer do I need to do anything else?

You should always monitor the Engineers actions while your computer is being remotely controlled, this is to observe what is being done to resolve your issue, and to ensure that nothing untoward is occurring. If you feel some of the Engineer's actions are unnecessary, then Pause the session and ask.

You should also chat with the Engineer during the session when required, in case the Engineer needs to ask you further questions about the problem.

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The Support Engineer has repaired my problem – what happens next?

End the session, and fill out the feedback form for the job using the website.

To leave feedback do the following:-

• Login to the Intellifix website
• Click 'My Profile' from the navigation menu
• Click 'Jobs'
• From the main jobs page click 'Completed Jobs'
• a list of completed jobs is displayed
• Click the specific 'job number'
• A message to leave feedback will be displayed at the top of the page
• Click 'leave feedback'
• Fill out the Feedback Form

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Important Note: In certain circumstances there may be problems that are beyond Intellifix's and its registered Engineer's capabilities. For example, if your computer is unable to connect to the internet to request the help you need. However you might be able to gain access to the Intellifix site from a different working computer, then you could pose your problem to an Engineer who might be able to help you troubleshoot further, although this is at the discretion of the individual Engineer.