Firstly, please rest assured that no one can access your laptop without your express consent - and then only by way of a username and a password. Please only share the remote access username and password with someone you know and trust!

Person needing help:

  • Open DW Agent Remote C - top left of the desktop
  • Click 'Yes' and wait
  • Select 'Run' and 'Next'  (a file downloads)
    (If you get an error, you have an old version of the support agent - download the new one from https://www.dwservice.net)
  • Tell your helper the User and the Password

Helper

  • Open up the internet and go to https://www.dwservice.net/
  • Input the user and passwords into the box (no dashes required) and click 'sign in'

Person needing help

  • Click 'I accept'

Helper

  • On the new window, click on 'Screen' and wait
  • Loading.... - once you can see the other screen, you can use your mouse and keyboard to control the remote computer

Ending the session

Helper - close browser windows
Person needing help - close the DWAgent window

Although the username will be the same for any subsequent sessions, the password always changes.
The remote access agent is only active when run - it does not run in the background