What to prepare beforehand

A stable connection. This is the only real requirement. If the Wi-Fi drops, the session stops. On a laptop, move closer to the router; if you can plug in a network cable, that's even better. If your problem is precisely the internet connection, remote support can't work: you'll need an on-site visit or a phone call instead.

The computer plugged into the mains. A machine that switches off from a flat battery in the middle of a session can leave an update half done. Plug it in, and if you have a surge-protected power strip, use it.

Your passwords within reach. The one for your Windows or macOS session, and those for any accounts involved in the problem. A technician should never ask you to read them out: you type them in yourself. But if you don't have them at all, some steps will be blocked.

A backup, if possible. Any serious job starts with this. If your files aren't copied anywhere, say so at the start of the session: it's often the first thing to sort out.

Some time. Plan for a quiet slot. A session interrupted halfway through an update or a reinstall leaves the machine in an unstable state.

How the connection is set up

You download a small remote-access program, or launch the one you already have, and it shows you a one-time code. You give us this code. Without it, no one can connect to your machine: you're the one who opens the door, every single session.

Once connected, the technician sees your screen and can act on it. You see exactly the same thing they do, in real time. Nothing happens out of your sight.

What the technician can see — and can't see

They see what's shown on the screen, and nothing else. They can't see your webcam, can't hear your microphone, and have no access to your personal devices or your phone. However, anything you open during the session is visible: so close your personal documents and your e-mail before starting, just as you would with someone sitting next to you.

When the session is over, close the remote-access program. The connection is cut and the previous code no longer works. If the program was installed just for the occasion and you don't plan on using it again, uninstall it: that's the healthiest reflex.

And if anything makes you uncomfortable along the way, cut it off. Closing the program, or simply unplugging the Wi-Fi, ends the connection instantly. An honest professional will understand; a scammer, on the other hand, will insist that you must not cut it off — which is itself a classic warning sign. The signs of a computer scam →

What can be sorted out perfectly well remotely

Software slowdowns, cleaning up a cluttered system, stuck updates, installing and setting up a program, e-mail, a printer that's already plugged in but poorly configured, setting up a backup, securing accounts, and any hands-on guidance — showing you how to do something, step by step.

What can't be sorted out remotely

Anything hardware-related: a dead drive, a broken screen, a battery, a clogged fan, a power supply. Anything that stops the machine from starting up, since it needs to be switched on and connected to establish the link. Internet connection faults themselves. And physically plugging in a new device, obviously.

In these cases, a home visit or a trip to the workshop is needed. We'll tell you this as soon as you describe the problem, before wasting your time on a remote session that couldn't achieve anything.