Remote Support

Frequently Asked Questions

Q: Why does Kronos want me to close all non-Kronos related applications prior to starting a session with a Kronos Representative?

A: In order to share the control of your PC, the technology must send multiple screen shots of your desktop across the Internet to the Representative's computer. Running applications, Web Surfing or engaging in ICQ or instant messaging while in a remote support session uses up your PC's resources and has an adverse effect on transmission speeds and ultimately the time it takes to resolve your issue.

Q: How does this service work?

A: Once you connect to the service, you'll be prompted to download a small application that will allow one of our Representatives to help you with your problem or question using chat and the tools that will allow the Representative to share your mouse and keyboard for quick easy service. At any time during a session with a Representative, you can retake control of your computer just by moving your mouse or pausing the session using the application. In other words, you can have our Representative solve a problem for you while you watch, or you can have the Representative tell you what to do step-by-step. You will be in charge at all times.

Q: Can a Representative look through files on my computer without my knowledge?

A: Absolutely not. Your Representative sees only what you see and whatever you decide to show him or her on your screen. You can sit back and watch as your Representative repairs your system. You know what was done and what your Representative sees on your system. You can also take over control of the mouse at anytime if you become concerned about your privacy.

Q: Can a Representative continue to have access to my computer after I've terminated the session?

A: No. It's impossible for either the Representative or the customer to 'regain access' to each other's computers once a session is terminated. The plug-in that you download at the beginning of your session is not only the engine that drives the session, but a unique, encrypted 'key' generated for each session that exists to connect you to your Representative for the duration of that session. Once a session is terminated, this 'key' is lost and cannot be re-used or even recreated. As a matter of fact, this same 'key' also guarantees that the session between you and your Representative is completely secure and inaccessible to any third party.

Q: Is it true that my Representative can see everything on my screen?

A: Yes. This is why we ask you to close down any non-Kronos related application you may have open.

Q: Do I have to change my computer's display settings to start a session?

A: It is helpful, though not absolutely necessary, for your computer's display resolution (screen area) to be set to no greater than 1024 x 768. This enables your Representative to see your entire desktop, making the session run more quickly and efficiently. A quick way to do this using any Windows operating system is to right-click on any empty space on your desktop, select Properties: Settings, slide the bar under Screen Area to 1024 by 768 pixels and click "Apply". Then click "OK" and "Yes". If your display resolution is already set to 1024 by 768 pixels or less, you don't need to change your display settings.

Q: I have heard that it is dangerous to download from the Internet. Is your plug-in virus free?

A: Yes, our plug-in is safe! We're as concerned as you are about this issue, so we perform regular virus checks and updates. This helps us maintain our technology at the highest standard to ensure superior quality service. The warning message you may see on your screen is a default message that is displayed by your browser when you download any executable files. You can feel confident using our plug-in.

Q: How can I save the chat dialogue from my session to review later?

A: You may save the chat dialogue between you and your Representative. This feature is available in the chat box where you and your Representative communicate. To save a copy of your chat dialogue, go to the File menu in the chat box and select Save Chat Log. By saving your chat dialogue periodically throughout your session, you will always have the most current log on file. Once you have chosen this option, a window will pop up asking where you would like to save the file. The file will be saved as "ecchat.txt" by default, but you can easily rename it. Finally, click Save to save the file. After you have saved the session you can open the file and print your chat dialogue.

Q: How fast does my Internet connection need to be in order to use Kronos remote support?

A: While Kronos remote support will work better than other methods at speeds as slow as a dial-up modem (56 kbps or kilobits per second), the faster your Internet connection, the better. To test the actual, current Internet connection speed at your computer, click here. Start by filling in your local telephone area code, select 'Unsure' for current connection type and click 'Go!'. Your results will be highlighted in red and measured in kbps as compared to other standard connection types. Make note of your results and share them with your Kronos support representative if you experience connection difficulties during a Kronos remote support session.

Q: How can I find out ahead of time if I will be able to connect to a Kronos remote support session from my computer?

A: As long as you have an Internet connection and a version 4.0 or later Java-enabled browser, (such as Microsoft Internet Explorer, Netscape Navigator, or Firefox), you should have no problem starting a Kronos remote support session. Some firewall configurations can interfere with the session, even though our connection tools are firewall-friendly. To find out ahead of time if you will be able to successfully connect to the servers that run the sessions, click here to run the Kronos remote support connection wizard. (Select 'open' to run the wizard in your browser window).

Q: Where can I find out more about safeguarding my information?

A: Please refer to the following documents:

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