Let’s get someone on your computer.
Follow the three steps below. It takes about a minute. If you get stuck at any point, call us and we will walk you through it.
1Download the support tool
The file starts with Datafying-Support and has a long string of letters and numbers after it. That is normal — it is how the tool knows to call us. Open it when it finishes downloading.
Windows may ask “Do you want to run this file?” That is normal. It will show the publisher as PURSLANE — that is the company that makes the remote support software we use. Click Run or Yes.
If instead you get a blue box saying Windows protected your PC, click More info and then Run anyway. And if anything looks different from this, stop and call us on the number above — we would much rather talk you through it than have you guess.
2Read us the number on screen
A small window will open with Your Desk ID — a nine-digit number that looks like this:
Read that number to us on the phone. Nothing happens until you do — we cannot find your computer without it.
3Click Accept when we knock
Once we type your number in, a box will pop up on your screen asking whether you want to let Datafying Tech connect.
Nothing happens until you click Accept. You are in control the whole time.
You will see everything we do, and you can end the session at any moment by closing the support window — or just tell us to stop and we will.