Request Remote Support
In case that remote support is needed, please contact us to arrange a date for a support session. We will use the Zoom software for sharing your computer screen with the Ridom support team. Therefore, once agreed upon a date, we will provide you via email with the credentials for a scheduled Zoom meeting.
Start Remote Support Session
The provided credentials contain the Web Link, the Meeting-ID, the Password, and optional phone dial-in numbers (if computer audio connection is not possible) to join the remote support session. By clicking the Web Link and following the instructions the Zoom desktop application will be installed by default. Alternatively, if the "Join from your browser" option of the instructions is used, the Zoom web client allows joining a Zoom remote support session without downloading any plugins or software. However, the web client has somewhat limited features and functions best on Google Chrome. For more details about joining a Zoom meeting, please see the Zoom documentation.
When entering the meeting, the "Zoom Meeting" window will be opened:
Enable Share Screen
To share your computer screen with the Ridom support team, press the "Share Screen" button in the "Zoom Meeting" window. A dialog will open with a thumbnail of your "Screen" preselected. Press "Share" to confirm the screen sharing.
When the screen sharing is enabled, you will see a Zoom toolbar on the top of your screen.
Enable Remote Control
For some support issues it may be helpful to allow the Ridom support team remote control of your computer. To enable this feature, press the button "Remote Control" in the Zoom toolbar on the top of your screen. Enabling the remote control is not possible when the "Join from your browser" option was used.