INFO: Please contact our Support Team before starting a remote session
Give us a call or come on the live chat so we can instruct you what action to perform and gather any additional information we may need about your issue. Additionally, we may need you to restart the app or device which will lose the remote connection so it is useful to be able to communicate with you outside of the session.
How to connect to Remote Support via:
iOS
Using this connection we will be able to see your screen when the IRIS Connect Record app is open but will not be able to control your device.
To connect to Remote Support, in the IRIS Connect Record app tap on the three horizontal line icon in the top left corner.
Then, click on Remote Support.
A pop up will then appear, Accept for remote support. Once connected you will get a prompt alerting you that you are now connected. You will see this via the green bar at the bottom of the screen.
When you're ready to disconnect from Remote Support, click the green bar and then Accept to end the session.
NOTE: If you can't appear to connect, an error message will show. Run a system check and if 'Test Remote Support' has a (!) you will need to unblock https://support.irisconnect.com on your internet filtering or use an alternative internet connection.
Android
Then, click on Remote Support. A icon will appear. It will start as an orange color while you're accepting the session.
The agent will then request to view your device, click Allow. The orange icon will turn green.
The agent will now have full visibility of your device. To end the remote session, tap on the green icon on the right side of the screen, then click OK.
NOTE: You will be alerted if you are unable to connect. You will need to unblock https://support.irisconnect.com on your internet filtering or use an alternative internet connection.
Web Browser (PC/Desktop)
- In a new tab visit to support.irisconnect.com
- Select the name of the support agent you have been speaking to
- The remote software will start to download, once completed click on open or run
- You will then connect to the agent
- The agent can take control over the pc but the user can take control back anytime
- To end the session simply close the pop-up chat
NOTE: You will be alerted if you are unable to connect. You will need to unblock https://support.irisconnect.com on your internet filtering or use an alternative internet connection.