Questions and Answers

Installation and Compatibility

To share your screen, you don't need to install the software, simply download and run it. If you no longer need it, you can safely delete it. If you would like to connect to a remote client's screen, registration and installation are required.

Our remote desktop software is compatible with Windows 10 and higher versions. To check your Windows version, press the Windows Key + R, type "winver", and then press Enter. A window will pop up displaying your Windows version.

No specific hardware is required to run our screen sharing software. However, a stable internet connection is essential to ensure smooth and uninterrupted remote desktop operation. Slow or unstable connections can lead to lag and disruptions, which can be frustrating for both parties involved.

Other

While our software excels in providing remote support, it's not tailored for personal use like accessing your own desktop at home or in a small office. For personal remote desktop access, you don't need to invest in additional software. A secure and effective way to do this is by using a VPN server solution – like OpenVPN or a Synology NAS VPN server – combined with Windows Remote Desktop Protocol (RDP). Here's a general guide to get started:
  1. Dynamic DNS Service (e.g., DynDNS): If you don't have a fixed public IP address, consider setting up a Dynamic DNS service to track your network's changing IP.
  2. VPN Server Setup: Install a VPN server of your choice. This could be OpenVPN or another reliable VPN solution that fits your setup, such as a VPN service provided by a Synology NAS.
  3. Configuring VPN Ports on Your Router: Make sure your router is set up to permit VPN traffic. This usually involves enabling certain ports that your VPN service utilizes.
  4. Enable Remote Desktop on Windows PC: Activate the Remote Desktop feature in your Windows settings to allow remote access.
  5. Security Measures: Ensure your VPN and RDP configurations are secure. Use strong, unique passwords and regularly update your software to protect against unauthorized access.
By following these steps, you can set up a secure system for remotely accessing your desktop screen over the internet, without the need for specialized remote desktop software.

Perhaps, SupportHopper could be a suitable alternative, depending on your specific needs. SupportHopper is specifically designed for customer support tasks, featuring detailed session logging and efficient time tracking, which can be particularly useful in customer service activities.

Security

Absolutely. Our screen sharing software employs encryption to secure your session. Based on our current knowledge, this encryption is unbreakable, ensuring a safe remote desktop experience.

Our screen sharing software takes robust measures to safeguard your privacy. It uses a different password for encryption with each session, continuously logs and monitors activities, and blocks any abnormal behavior. These measures are designed to ensure a secure and private remote desktop experience.

Our software establishes a secure SSH tunnel using standard ports, which are typically not blocked by default firewall settings. However, there may be cases with extremely strict firewalls that could prevent this, as it is the nature of firewalls to regulate such access, though this is quite rare. As for VPNs, they do not affect the operation of our software. The application is designed to function seamlessly, ensuring reliable remote desktop connections regardless of whether a VPN is used or not, offering flexibility and consistency in various network environments.

Our servers operate with proper redundancy and are under continuous supervision to ensure high stability. In the rare event of service disruptions, updates can be followed on our uptime page at https://supporthopper.com/uptime. We are committed to providing a reliable and efficient service to our users.

Support and License

We provide phone and email support services in English. Phone support is available from 08:00 to 17:00, GMT+1, on business days. Our dedicated team is committed to assisting you with any issues you may encounter during your screen sharing or remote desktop experience.

Certainly! We offer a 30-day free trial of our screen sharing software. You can explore all the features and experience the convenience of our remote desktop solution without any commitment during this period.

We greatly appreciate any feedback on our screen sharing software, whether it’s a bug report or a request for a new feature. You can reach out to us through any of our contact methods, and our team will be glad to assist with your remote desktop experience.

Free remote desktop applications can be suitable for personal use, but they often come with limitations in functionality and performance, particularly for business applications. Paid remote desktop solutions generally offer enhanced security features, more robust and reliable performance, and superior customer support. While free options may suffice for individual use, they might lack the versatility and scalability needed for larger organizations or more complex tasks. Choosing a paid service ensures smoother and faster remote connections and often provides essential features like comprehensive session logging, crucial for operational oversight and security in a corporate environment.

When you purchase an additional license halfway through your current license period, our system recalculates how long the service can be provided based on the total payments made. We divide the combined payments (for both the first and the additional license) by the daily cost, which increases due to the higher number of users. The new expiration date shows how long you can use the service with the increased number of users, based on the amount paid.

Usage

Our screen sharing software has been developed for companies providing technical support, so you can only share your desktop with another user who has a valid registration. A stable internet connection is essential for a smooth and seamless remote desktop experience.

Yes, you can transfer files while utilizing our screen sharing software. This feature allows for seamless file transfer between connected computers during a remote desktop session.

Our screen sharing software is designed for providing technical support, not for meetings. However, multiple users can connect to your screen. The maximum number of viewers depends on the licensed quantity of the support provider. This enables flexible remote desktop access, tailored to your specific needs.

The installed software automatically checks for the latest version upon startup. If it is not up-to-date, a message box will appear informing you of this fact and asking if you wish to update now. Therefore, the process is fully automatic. You will be guided through the update process with simple prompts, ensuring that your software remains current with minimal effort on your part.

Currently, we do not have a mobile version of our application. We believe that providing support from a mobile device to a PC is not as effective as using a desktop-based solution. Our focus is on delivering the most efficient and reliable remote support experience, which we find is best achieved through a desktop platform. This ensures that our users have the necessary tools and screen space to manage support tasks effectively.

Users can be created and their permissions managed through our web-based administrative interface. This platform allows for the customization of user roles, ensuring that each member has the appropriate level of access. Additionally, the interface provides access to login and other activity logs, offering a comprehensive view of user interactions and operations within the application. This ensures both effective management of access rights and an overview of user activities for security and operational efficiency.

Our software does not currently support audio transmission or voice communication. Typically, voice communication is established via other platforms prior to initiating the screen sharing session. We find that there is no substantial benefit in discontinuing an existing live phone line to establish a new one within our application. Our focus is on providing a robust and efficient screen sharing experience, leaving audio communication to be handled by other dedicated tools that are specialized for this purpose.