What’s the slowest modem I can
use to connect for a session?
Can I get support for a MAC with WebInteractive?
What Browsers can I use to contact you
through WebInteractive?
How do I start my WebInteractive session?
How do I know a consultant is available?
Do I loose control of my computer if I
grant the consultant control?
Can a consultant take control at any time?
What if I have something private on my
screen?
Do I need anything to hear a live voice
from the consultant?
I got a message that asks me to trust
Sun Microsystems or Microsoft Java, should I say yes?
Will a file be downloaded to my computer?
Will it take longer to get my problem
fixed this way than by phone?
Whom will I be talking to?
Will this slow my computer down?
Can you send my download files if I’m
missing something through this system?
Can you show me what you are trying to
do on the consultant’s screen?
What happens when the consultant controls
my computer?
Can I use my PC while it is in remote
control?
When I clicked on the link to get a consultant
it said they are busy and placed me in a queue, what does this mean?
Can I talk to the consultant on the phone
while I’m also in the WebInteractive session?
I have trouble getting past the test,
why?
Q: What’s the slowest modem I can use to connect
for a session?
A: 28.8Kbps
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Q: Can I get support for a MAC with WebInteractive?
A: Not at this time, it only supports PC with windows 98 or newer, MACs
with PC card my have limited support.
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Q: What Browsers can I use to contact you through
WebInteractive?
A: Internet Explorer 5.5 or newer and Netscape 7.0 or higher.
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Q: How do I start my WebInteractive session?
A: Either through this web site or via an e-mail that a consultant may
send you.
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Q: How do I know a consultant is available?
A: Check the HelpDesk hours here.
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Q: Do I loose control of my computer if I grant the
consultant control?
A: Only while you allow it. You can regain control simply by pressing
the following keys: CTRL + ALT +R.
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Q: Can a consultant take control at any time?
A: No, only after you grant permission.
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Q: What if I have something private on my screen?
A: You should close all windows that you do not want the consultant
to see.
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Q: Do I need anything to hear a live voice from the
consultant?
A: Yes, speakers and a microphone.
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Q: I got a message that asks me to trust Sun Microsystems
or Microsoft Java, should I say yes?
A: Yes, this is used to allow the interactions with their server. No
hostile files are downloaded.
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Q: Will a file be downloaded to my computer?
A: Yes, a thin client will be downloaded to allow the WebInteractive
link to function.
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Q: Will it take longer to get my problem fixed this
way than by phone?
A: Depends on the problem, generally more difficult or problems that
require many steps are answered quicker with a WebInteractive session
than by phone.
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Q: Whom will I be talking to?
A: One of our K-State IT Helpdesk consultants.
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Q: Will this slow my computer down?
A: It may if you have an older machine or very little memory (RAM) available;
generally it is the Internet connection that is affected the most. The
faster your connection speed the less it influences the session.
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Q: Can you send me files if I’m missing something
through this system?
A: Yes, we can upload files to your PC or download them from you.
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Q: Can you show me what you are trying to do on the
consultant’s screen?
A: Yes, we can push our desktop view to your PC and annotate on it to
demonstrate how to resolve your problem.
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Q: What happens when the consultant controls my computer?
A: You will see the mouse pointer move on the screen as well as selections,
typing and screen changes.
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Q: Can I use my PC while it is in remote control?
A: No. When you move the mouse while the consultant has control it will
counter the mouse movements and inputs of the consultant.
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Q: When I clicked on the link to get a consultant
it said they are busy and placed me in a queue, what does this mean?
A: It means that we have consultants on duty but they are all assisting
someone else at that moment, you can wait and the next available consultant
will get to you.
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Q: Can I talk to the consultant on the phone while
I’m also in the WebInteractive session?
A: Only if you are on broadband (i.e. DSL, cable, etc.) or if you connect
to the Internet through your phone line, you will need to have a second
phone line or a cell phone.
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Q: I have trouble getting past the test, why?
A: Webinteractive requires you to have your ActiveX controls and Java
Scripting ENABLED. Check this in the Internet options of your web browser.
Also, you can check the Report An Error link to the top-right of the
page for more help on resolving issues..
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