| Pathway SmartDesk is a safe, intelligent and reliable solution, designed to save you time and speed up technical problem resolution. |
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| Step 1. Accessing Pathway SmartDesk |
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To access SmartDesk, visit the Pathway website at http://www.pathcom.com, and log into the User Services secure site. Enter your Pathway email address (e.g. name@pathcom.com) in the Username field, and the corresponding password in the Password field. Ensure that the User Services radio button is checked, and click the GO! button. |
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This will take you to the User Services Main Screen. |
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If it is your first time using SmartDesk, you may wish to read the FAQ or the pages which describe the safety and privacy features of SmartDesk. If you have already used SmartDesk before, you may skip this step and start your session right away. To start a SmartDesk session, please click on the image under SMARTDESK. |
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Every time you start a SmartDesk session you will be directed to the following page: |
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Please read the Terms and Conditions carefully (if you haven’t read them before). If you wish to proceed further, click on the Accept button at the bottom of this page. This will open a SmartDesk User Interface in a new window of your browser. |
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| Step 2. Before you start SmartDesk |
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To ensure your privacy, we suggest that you close all are private and non-relevant documents and programs before the session commences. Please be aware that Pathway’s Technical Support Representative (TSR) will be able to view any applications that are open on your desktop. |
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We also ask that you remain in front of your computer and on the telephone/LiveChat with a Pathway TSR, at all times, when the SmartDesk session is running. |
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| Step 3. Starting a SmartDesk session |
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Once you have been redirected to Pathway’s SmartDesk User Access Page, you will see a list of Pathway TSRs who are currently logged into the SmartDesk system. |
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Your TSR will ask you to select and click on his/her name from the list. A screen will then appear, stating that the SmartDesk session is starting. |
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| Installing ActiveX control |
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If you are using Pathway SmartDesk for the first time, you will be prompted to install an ActiveX control. 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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Click on "Yes" to install and run the ActiveX control. |
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If you see the following error message, you will need to reset your browser security settings: |
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To reset your browser security settings, please follow these steps: |
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- In Internet Explorer, click on “Tools” in the top menu and then on “Internet Options”.
- Click on the “Security” tab.
- Click on the button called “Custom Level”.
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| - Scroll down the list of settings to see “Download signed ActiveX controls” and “Download unsigned ActiveX controls” settings. Change both settings to “Prompt”. |
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| - Scroll down the list of settings to see "Run ActiveX controls and plug-ins". Change this setting to "Enable". |
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- Click on "OK".
- Once you clicked on "OK", you will see the following dialogue: |
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- Click on "Yes".
- You will be taken back to the "Internet Options" dialogue.
- Click on "OK" to save the settings and close the window. |
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| Step 3. Starting a SmartDesk session |
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The TSR may verify with you that the session has indeed been established, for example, by launching a Notepad accessory on your desktop. He or she may type something unique in it and ask you to read back the results.
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During the remote desktop sharing session you may still use your mouse and keyboard. If you would like to do so, please inform your TSR because only one person can operate the keyboard and the mouse at one time.
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Your TSR will attempt to solve your problem by performing the various tasks required to diagnose, troubleshoot or fix the issue. Note that you are in charge at all times. |
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| Step 5. Ending the Pathway SmartDesk session |
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You may terminate the SmartDesk session at any time, by asking your Pathway TSR to end the session. |
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If you wish to end the session yourself, you will need to do so 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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Customer Support
Customer Support
