Most software problems don't need a visit. We email you a secure session link, you open it, and you watch the fix happen on your own screen.
Sessions run through NinjaOne QuickSupport. We only send a link after you've spoken with us; if you receive one you didn't ask for, don't open it. You can end a session at any time.
After you call or text, we email a one-time NinjaOne QuickSupport link to the address you give us. Open it on the computer that needs help.
The link opens a NinjaOne page. Click Join Session and a small file downloads (it's the support tool, not an installer).
Find the downloaded file (usually in Downloads), right-click it and choose "Run as administrator", then click Yes. This lets us fix things like updates, drivers, and security settings that need elevated access.
You'll see us on your screen the whole time. Stay nearby in case we need a password or a question answered, and close the window when we're finished.
Opening the file normally still connects us, but Windows limits what we can change. Most real fixes (Windows updates, driver installs, removing stubborn malware, adjusting security settings) need administrator rights. If you skip this step we may have to ask you to relaunch it, so it's quicker to do it from the start. If you're not comfortable with that, say so; we'll walk you through exactly what's happening.