| What is Pathway SmartDesk? |
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| Pathway SmartDesk is a system that allows our Technical Support Representatives (TSRs) to remotely access your computer, with your permission, and to share your mouse and keyboard for troubleshooting and/or diagnostic purposes. |
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| When can I use SmartDesk? |
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| You may use SmartDesk any time you need Technical Support. SmartDesk is available to Pathway customers 24 hours a day, seven days a week, all year round and is, of course, free. |
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| What can I use SmartDesk for? |
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| SmartDesk is available to deal with technical matters that effect the use of Pathway's products or services - for example to configure a web browser or email client. We regret we will not perform general system, hardware or system diagnostics or trouble shooting for PCs. We will also perform this activity only on for Pathway customers. |
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| What are the minimum requirements to use SmartDesk? |
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| Although Pathway SmartDesk will work well even with a dialup connection (56kbps), a fast Internet connection will result in a more effective remote desktop sharing session. Your computer should meet these requirements: |
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Working Internet connection |
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166 MHz Pentium-class PC or greater running Windows 95, 98, 2000, Me, NT 4.0 or XPn |
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32 MB of RAM |
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Network Interface Card (NIC) or modem |
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Internet Explorer 5.x or higher |
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| How do I use SmartDesk? |
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To use Pathway SmartDesk you must be on the telephone/on a LiveChat session with a Pathway Technical Support Representative (TSR). Once our TSR has asked for your permission to access your desktop remotely and initiated a SmartDesk session on his/her end, he will ask you to connect to the system and start the session at your end.
In order to start a SmartDesk session, you need to follow these steps: |
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- Log into Pathway's secure User Services website with your full Email Address(e.g. name@pathcom.com) for "Username" and Email Password for "Password".
- Once you are within the site, click on the image under Pathway SMARTDESK. This will take you to the page which contains important safety instructions as well as Terms and Conditions of use.
- You need to read and accept the Terms and Conditions in order to proceed further. To proceed with the SmartDesk session, click on the "Accept" button.
- When you have clicked on the "Accept" button, the SmartDesk User Interface will open in a new window in your browser. The TSR will ask you to find his/her name in the list of names shown on the page, and to click on the name. A screen should then appear, stating that the session has started.
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| Can a Pathway TSR initiate a SmartDesk session without my knowledge or permission? |
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| No. The SmartDesk session cannot commence unless you initiate it by clicking on the name of the Pathway TSR. Thus, a TSR can only access your computer with your permission and your concurrence. Every Pathway employee follows strict guidelines on what they may or may not do once the SmartDesk session has commenced. |
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| Can I start a Pathway SmartDesk session on my own, with no TSR assisting me at the moment? |
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| No. If you try to start a SmartDesk session when you are not on the telephone or LiveChat with a TSR, you will be asked to authenticate the session using a session ID. If you are unable to do so, the session will be closed. |
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| What will happen if I click on the name of a TSR waiting for another customer? |
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| Pathway TSRs will verify that they access the computer of the same user with whom they are currently in contact. If a TSR realizes that you have accidentally initiated a SmartDesk session, he or she will immediately terminate the session. |
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| Do I have to download and install any software to use Pathway SmartDesk? |
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| When you access Pathway SmartDesk for the first time, you will be prompted to install an ActiveX control. Please note that you MUST have "Administrator" privileges on your machine, otherwise, installation of the ActiveX control will fail. Installation of the ActiveX control has to be performed only once (initially), and is no longer required on subsequent sessions. |
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| Is it true that the Pathway TSR can see everything on my screen? |
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| Yes. However, the TSR will see only what you see and whatever you decide to show him/her on your screen. That is why we ask that you close all private and non-relevant documents and programs before the SmartDesk session commences. |
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| How do you ensure that my privacy is protected? |
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| Every Pathway TSR follows strict guidelines on what they may or may not do. First, a Pathway TSR cannot access your desktop without your concurrence and permission. Second, the TSR will ask you to close all private and non-relevant documents and programs prior to starting the session. Third, the TSR and you will remain in live contact (telephone/LiveChat) at all times during the session so that you know what is happening at all times. You must ensure that you remain in front of the computer during the SmartDesk session. If you decide to leave your machine, the TSR is under instructions to terminate the session forthwith. Finally, either you or the TSR will terminate the session as soon as your technical problem is resolved, or when you no longer need the session to continue. |
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| Can I disable a SmartDesk session myself and how? |
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| Yes. You may terminate the SmartDesk session at any time by logging-off Windows. Click the Windows Start menu and select Shutdown. When prompted, select the option to log-off, and then log back in to continue using your computer. (The actual steps may vary depending on the version of Windows you are running.) |
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| Can a Pathway TSR continue to have access to my computer after I've terminated the session? |
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| No. It's impossible for either the TSR or you to continue the session once it has been terminated. |
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| How safe is Pathway remote desktop connection? |
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| Pathway SmartDesk uses the highest level of security. The connection between your computer and our TSRs is encrypted and fully protected from any external attacks, interference or misuse. |
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