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?


Providing Support Assistance
What can IntelliFix do for me?
Why would I need it?
How can I fix problems on a PC in remote location?
How will the Clients know I am available to offer my knowledge and troubleshooting skills?
How will Clients be able to contact me and request my assistance?
I have been chatting to a Client who is experiencing a problem I can fix, what do I do next?

Quotations and Fees
How am I able to charge for repairing other Client's software problems?
How am I paid for the work I carry out?
What do I need to know when proposing a fee to a Client?
How much can I earn, and what charges do I pay to IntelliFix?
How do I pay an outstanding invoice?


During a Support Session
How do I start a support session with a Client?
I am now in a session with the Client, what happens now?
Is there any more detailed information about the IntelliFix remote control software?
I have repaired the problem for the Client, what happens next?


Feedback
Why do I need to leave feedback for a Client?

 

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'
  
  The 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 explaining your issue.

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What's the difference between desktop sharing and application 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.

They will be able to access your drives, applications, and files. Sometimes it is necessary to allow this level of 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. You should always monitor a support session whilst it is taking place and never leave the session unattended.

When you share a single application - the Support Engineer only has access to that application and any windows that are opened from the 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.

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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 (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 to the Support Engineer the program is launched on 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 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 in normally, 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.

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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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What can IntelliFix do for me?

We aim to serve as an Introductory service between Clients and Support Engineer's, to allow Clients to find competent Support Engineer's who posses skills with diagnosing and resolving computer software problems or faults. Our service also allows you to remotely connect to the client computer and share the desktop. The software that allows remote control is explained in more detail later in this FAQ.

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Why would I need it?

There are many reasons. Let us illustrate:-

From a typical computer user perspective:-

• From time to time everyone has problems with computers and their software, which could be anything from installation of a new Software Package or perhaps annoying viruses or worms and Trojans that are difficult to remove and protect against without the right knowledge.

• Perhaps you may be unfamiliar with a particular feature of your software application and simply need assistance from someone who has the knowledge to pass on to you given the right opportunity.

• Problems may be preventing you and your families use of the computer because of nasty porn pop-ups that keep appearing whenever you try to use the computer. You may require assistance with removal of such malware.

These examples are merely scratching the surface of issues that can prevent or hinder computer use.
Intellifix have Support Engineers all over the world available online to assist you get the right help for your specific problem*.

From a Support Engineer's or application specialist's perspective:-

If you are a Software Support Professional or trainer familiar in solving software related problems, this service is for you. You can sign up, create a profile, specify the program or programs you are proficient with and then set rates for which you offer your services / skills to others wanting their software related problems resolved.

You do not have to be a Software Support Professional to benefit from this service. You may be adept at fixing and repairing software related issues purely from your own experiences whilst possessing little or no formal Information Technology Industry qualifications.

If so, why not put yourself in a position to be able to further use that skill repairing problems for Users who do not know how to resolve a particular issue.

If you are a Software Trainer, you could use your skills to teach people online.

 

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How can I fix problems on a PC in a remote location?

Intellifix uses the latest Internet technology for connecting and remote controlling PC's

There is no installation to carry out and no firewalls to configure. All that is required is a PC running Microsoft Internet Explorer 6 or Higher, and a working Internet connection.

In addition you will need sufficient computer priviledges to accept and launch ActiveX components where required. The Client PC you will be connecting to will also need to meet the same requirements.

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How will the Clients know I am available to offer my knowledge and troubleshooting skills?

When you sign up to IntelliFix, you create a personal profile. This profile is available for you to enter your skills and qualifications. Client's who view your profile will be able to see this information.

You will also need to ensure you have downloaded the IntelliFix Client software, and when you want to be available to provide support ensure that the software is running on your system and your online status is set to anything other than 'offline'.

The software reports your online status to the IntelliFix website as either:-

• Online
• Busy
• Away
• Offline

When a Client performs a search for help on the IntelliFix website, they do so by specifiying a program or application they are experiencing problems with. Search results of Support Engineers are then displayed based on the specified program used in the search. If your profile matches the search criteria and your online status is set to anything other than offline you will be displayed along with other Support Engineers who have also specified the same matching criteria and who's status is also online, busy etc.

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How will Clients be able to contact me and request my assistance?

When a Client views the search results (as described in the last question) they are able to click on any profile they choose. If they click on your personal Support Engineer profile, they will be able to contact you directly by clicking the 'Chat With Engineer' button.

If you are online when this occurs, you will be notified that a Client wants to discuss a problem with you. This will be done using an Instant message chat dialog box similair to many instant messaging programs.

If you are not online and the Client proceeds to send a message, the message is stored in your 'offline messages'. Offline messages can be found from the 'My Profile' page.

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I have been chatting to a Client who is experiencing a problem I can fix, 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 a Clients computer by the Support Engineer if he or she feels they need to connect to your computer to investigate the problem further. 

Using the Intellifix remote control software a Support Engineer can provide instant support with the Clients consent and permission only.

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

When this is proposed it is at the expense of the Support Engineer.

This would allow a Support Engineer the ability to briefly diagnose the problem before proposing a formal and more accurate chargeable fee.

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How am I able to charge for repairing other Client's software problems?

Simple, during the sign up process you can create a profile detailing what programs you are familiar with and have a reasonable understanding of in order to troubleshoot problems for others. Also in this profile you can specify a nominal rate you would charge for repairing/troubleshooting problems. Clients wanting their problems resolved would see your ability and rate, and use this information in their decision process when selecting an Engineer to help them resolve their problem.

To propose a fee, Ask the Client to 'Request Quotation' when you are ready to propose a fee.

Then from within the chat dialog box, insert the fee you have agreed with the Client and click 'Propose Quotation'. Your proposed fee is then sent to the Client and recorded by the system.

You must formally propose quotations before any support work can be carried out. Also it is important to know that payment from the Client is derived from the formally proposed fee using the chat dialog.

Failure to propose fees using the chat Client dialog will result in :-

• No support session can be started
• The Client would not be able to pay you. (since the fee is recored by the system and passed to the Client to pay via the payment gateway)
  
  

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How am I paid for the work I carry out?

All Support Engineers must have a valid and active PayPal account to be paid by Clients.

When Clients are required to make payement, they do so from the IntelliFix website. Payment is processed by the website payment gateway and the funds are transferred directly to the Engineers PayPal account.

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What do I need to know when proposing a fee to a Client?

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

The different payment methods are as follows:-

• Full up front - Payment needs to be made before any support work is carried out by you.
• 50/50 - The payment method requires the Client 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 the Client is 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 you are willing to charge the Client a fixed fee for the support provided.
• Hourly fee - This means you wish to charge the Client an hourly fee which may accumulate over multiple hours spent providing assistance.

example:

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

This means the Client 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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How much can I earn, and what charges do I pay to IntelliFix?

What you can charge:
You should evaluate work that is required to carry out diagnosis or repair. Since it is your skill that is being provided directly to the Client, the fee you require to do the work is negotiated between you and the Client and is your responsibility. IntelliFix do not take any commision for the support you provide.

What you pay to IntelliFix:
You are charged for the time you spend in an active support session. This is charged on a per minute basis (rounded up to the nearest whole minute). The charge you pay IntelliFix is £0.15 UK Pence Per minute.

The time you spend in support sessions is accumulated over 15 days. After this period all your 'support time' is calculated and stored in an invoice in the 'invoices' section of 'My Profile' on the website.

You will be notified by email, or when you log into IntelliFix of any outstanding invoices that require payment.

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How do I pay an outstanding invoice?

To pay any outstanding invoice, do the following

• Log in to your personal IntelliFix account
• Click 'My Profile'
• From the Profile navigation menu click 'invoices'
• Click the Invoice number to be paid
• From the invoice details page, click the 'Pay' button
• Review the invoice displayed and click 'checkout with PayPal'
  

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How do I start a support session with a Client?

Once your proposed fee is accepted by the Client the software will ask you if you are ready to start the support session.

When you get 'connected' to the Client computer, the Client will share out a specific application or the entire desktop depending on the specific problem. Please be patient while the client makes program selections to be shared. Once selections are made, this will load the Support Engineer Remote Console and display the Clients screen to you.

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

As a Support Engineer you have various tools available to you to help in assisting Clients with problems.

Upon your Clients acceptance you will be able to connect to the Clients screen and share mouse movements and keyboard control.

A Support Engineer is able to see exactly what the Client sees on his or her desktop screen. However the Client is in overall control of the support session and can stop or pause the session at any time by clicking a mouse button to regain control.

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Is there any more detailed information about the IntelliFix remote control software?

Yes - check out the help section on the website.

I have repaired the problem for the Client, what happens next?

To 'End' the session do the following.

• From the Remote Console click the 'Jobs' icon
• Select Close 'successfully' or unsuccessfully depending on the outcome of the work
• Set a time for the Client confirm job closure and post feedback about you
• 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 a feedback'
• Fill out the Feedback Form

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Why do I need to leave feedback for a Client?

When a Client leaves feedback for an engineer it is added to the engineers profile and displayed to others, in the same way a buyer leaves feedback for a seller on an auction site. This aids other Clients in deciding on the selection of an Engineer for their needs.

Feedback also helps the Engineer maintain a good record of past conducted business and thereby increases his or her chance of being selected for future work.

Additionally Clients are able to leave neutral and negative feedback, therefore it is the Engineer's responsibility to ensure Clients leave positive feedback. This can be achieved when the work carried out is successful and acceptable to both parties.

Engineer's are required to leave feedback for Clients too

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.