Remote help
How to install the remote-support client
A few steps, about two minutes. Nothing is installed permanently — when you close the window, the access ends.
-
Download the app
Download for WindowsThe file is about 23 MB. It will be saved to your Downloads.
-
Run it
Double-click the downloaded file. Nothing is installed; the app opens straight away.
If a blue "Windows protected your PC" window appears: click More info and then Run anyway. Windows shows this for every newer program that not many people have downloaded yet.
-
Give us the ID and password
In the app window you'll see an ID and a one-time password. Read them to us over the phone and we'll connect right away.
The password is valid for this one connection only. When you close the app window, the access ends immediately and no one can connect again without you.
Which processor does your Mac have?
You'll find it under Apple menu → About This Mac. If it says Apple M1 through M4, it's Apple Silicon.
-
Download the app
The app is digitally signed by H COM, s.r.o. and verified by Apple. It installs like any other program — no warnings, no terminal.
If the downloaded file won't open, try the .zip version.
-
Move it to Applications
Open the downloaded file. A window appears with the app icon and, next to it, the Applications folder.
Drag the icon onto that folder with your mouse. That's the whole installation.
-
Run it
Open Launchpad or the Applications folder and click HCOM-Podpora.
On the very first launch, macOS asks whether you really want to open an app downloaded from the internet. Click Open. It only asks once.
-
Grant access
macOS asks for two permissions. Without them the technician can't see your screen and won't be able to work with it.
Screen Recording so the technician can see what's on your screenAccessibility so they can move the mouse and clickThere are two blue buttons for them in the app window. Click the first one, turn on the switch next to HCOM-Podpora in Settings, and return to the app. Then do the same with the second one.
Every remote-help program requires the same on a Mac. Apple designed it this way on purpose — without your consent, no app can get to your screen.
-
Give us the ID and password
In the app window you'll see an ID and a one-time password. Read them to us over the phone and we'll connect right away.
The password is valid for this one connection only. When you close the app window, the access ends immediately and no one can connect again without you.
-
Download the app
Download for AndroidThe file is about 30 MB. Open this guide directly on the phone or tablet we're meant to connect to.
-
Install it
Tap the downloaded file and then Install.
If the phone won't allow the installation: in the window that appears, tap Settings, turn on Allow from this source, go back and finish the installation. The app is not from the Play Store, which is why the phone asks.
-
Turn on screen sharing
Open HCOM Podpora, tap Share screen at the bottom and then Start service. The phone will ask for screen-capture permission — allow it.
So we can also control the phone, turn on Input device control on the same screen. The app will send you to Settings → Accessibility, where you need to turn on HCOM Podpora Input. Without it we'll only be able to see the screen.
-
Give us the ID and password
On the same screen you'll see an ID and a password. Read them to us and we'll connect right away.
When you tap Stop service or close the app, the access ends immediately.