Support Print E-mail

     There are three ways of contacting support at WIM Consulting. By phone, EMail, or using our remote assistance PC Help Desk support tool - wimSupport.

     If you wish to use our remote assistance PC Help Desk support tool - wimSupport, click here to obtain a copy of the setup program. You may select to open and run the wimSupport setup program from its present location or download it to your local system and install it from the saved location. Once wimSupport is installed on your work station, you may request assistance at any time by clicking on the "Request Assistance" button. For more information about wimSupport, please read the following information:

About wimSupport: 

     wimSupport is a software program designed to help you receive technical support over the Internet without a WIM Consulting consultant having to visit your site. It is intended solely for the use of clients and customers of WIM Consulting.

     wimSupport operates similar to remote control programs like pcAnywhere or VNC, however it does not require you to install and run server/host applications or have open ports in your firewall nor does it require you to have static IP address. It can work behind most company firewalls and will establish connection only when you initiate it. wimSupport can not gain access to your station unless you request it.

     You run wimSupport when you need the assistance of the WIM Consulting Help Desk without compromising the security of your work station. wimSupport doesn't wait for, or accept an incoming connection, on your station, so it doesn't require a specific IP address or port to be left open and exposed in your security firewall.

     wimSupport can be installed on any or all of the stations on your network or you may install and run it from a shared folder on a network drive.

Features: 

  • A Secure Connection that You Initiate
  • When You Need Assistance Real-Time Chat between You and the Help Desk Operator
  • Remote Access to Your Desktop, Programs and Files
  • File and Clipboard Transfers
  • Works with Win9x, Win2K, and WinXP, and Vista
  • Works Behind Company Firewalls

Requirements: 

     wimSupport uses TCP/IP protocols, so you must have an Internet connection, either dial-up or preferably a broadband connection, in order to use the support tool.

     wimSupport will run successfully on any a computer running Windows 9x, Me, NT, 2000, XP or Vista having at least:

  • A Pentium 300 MHz or equivalent processor
  • 64 MB of RAM (128 MB recommended for better performance)
  • 2 MB available disk space
  • An Internet connection (broadband connection preferred)

How to Install wimSupport:

     To install the wimSupport package, perform the steps in sequence below. (You may wish to print out these instructions for reference.) Generally you will click Next to continue with each installation step or Cancel to exit the setup. You may also click Back to revert to the previous step in the installation process. The installation process will create an uninstall icon in the program folder so that the package may easily be removed. The installation does not make any changes to the system registry other than a link in the StartMenu and should not affect any other installed program or system file.

     Note: When doing an install on a Vista system you will be prompted by the Vista system security control subsystem. You may be prompted several times, with differing questions, by different levels of the system security. To complete the install you must allow the install continue at each of these points.

  1. Open/run the file - Setup.exe by double-clicking the file name in Windows Explorer (Windows 98/2000/XP/Vista) or Windows NT Explorer (Windows NT version 4.0).
  2. The wimSupport software installation wizard will launch. In the Welcome page, click Next.
  3. After reading and accepting the license agreement, click Next.
  4. Either accept the default destination folder for the program directory and click Next or Browse for an alternate location before clicking Next.
  5. Select a StartMenu program folder in which the installation program will add program icons. The default folder is wimSupport. Click Next to continue with the installation.
  6. If you wish, you may add shortcuts to the program on your desktop or your QuickLaunch ToolBar by checking the appropriate boxes. Click Next.
  7. You are now presented with a summary of the installation settings and after reviewing them, click Install.
  8. The wimSupport program is now installed and the required shortcuts created.
  9. When installation is complete, you can launch the wimSupport program by checking the Launch wimSupport checkbox then click Finish.
  10. if you had requested, wimSupport will now be launched or you will be returned to your desktop. Shortcuts to the wimSupport program, a help file and an Uninstall icon should be available by navigating from your Start button.

     If you followed the steps above, you will have successfully installed and licensed the wimSupport program.

How to Use wimSupport:

     Connection to WIM Consulting Help Desk - once you have launched wimSupport, you enter your name and/or that of your company and click on the "Request Assistance" button. The program then attempts to connect to WIM Consulting's Help Desk. If the Help Desk staff are available and they can accept your request, wimSupport establishes a "Remote Assistance Session" and the program is then "Connected" to the Help Desk. Once an active session has been established, the wimSupport program will minimize and appear as an icon in the Windows TaskBar. At this point, you can "chat" (see below) with the Help Desk operators and explain your problem and request help.

     Real-Time Chat Communication - once you have an active session, you can initiate a Chat session with the operator by right-clicking on the wimSupport icon that appears on the Windows TaskBar and selecting "Chat" from the menu. If the Help Desk operator initiates the Chat session, the Chat window will appear on your desktop. In order for the communication to be more personal, you should supply your Name in the top edit box of the Chat window. To use the Chat function, just type what you want in the space at the bottom of the Chat window and press the Enter/Return key. The information that you have typed, is then sent to the Help Desk operator and also appears in the upper panel of the Chat window. In this manner, you have a history of your Chat session.

     Remote View/Control of Desktop - Once you have an active session, the Help Desk operator can view and/or control your station. In this manner, the operator can see exactly what appears on your screen and can use your keyboard and mouse just as if he were sitting at your station.

     File and Clipboard Transfers - If required, the Help Desk operator can transfer files and clipboard contents to and from your machine in order to resolve your request for assistance.

     End Session - Either you or the Help Desk operator can terminate the active session. When an active session is closed, the Help Desk operator no longer has access to your desktop and can not initiate a session to regain control of your station. Only YOU can initiate a session to the WIM Consulting Help Desk and no one can connect to your station through wimSupport until you connect to the Help Desk (see Item 1. above).

Cost of wimSupport:

     The wimSupport package is made available at no cost to the clients and customers of WIM Consulting. You are free to distribute the wimSupport package to all members of your organization.

     The provision of support by WIM Consulting's Help Desk operators via the wimSupport package may be subject to a fee for service. If this is the case, the fee for Help Desk support services will be at the current rate per hour in effect at the time of the service. You must establish an account with WIM Consulting. prior to the provision of Help Desk support.