WebEx Remote Support allows your SAS Technical Support consultant to connect to your computer to view and control it in order to provide you with assistance.

This SAS Note describes how to set up the WebEx Remote Support session on the computer that you would like your SAS Technical Support consultant to troubleshoot.

1. In the e-mail from your SAS Technical Support consultant, click the link to start the WebEx Remote Support session.



2. After you click the link, a Pre-Session Form appears. Enter your information into the form and click Submit when you are finished.



3. Next, you are prompted to install the WebEx add-on. To install the add-on, click the information bar at the top of the page.





4. A Security Warning dialog box prompts you to confirm the installation. Click Install.



5. After you install the add-on, the WebEx Meeting Manager begins preparing the remote support session.

   Wait for this process to complete.



6. When connected, a Remote Support chat box appears.

   Once this appears, the SAS Technical Support consultant is able to connect to your computer.



7. Once the SAS Technical Support consultant has connected to your computer, he/she might ask to take control of your computer. This enables them to see your screen and use your keyboard and mouse.

   Note: You are not required to check the box in this screen. However, if you do not check the box, WebEx then prompts you for any additional tasks that the SAS Technical Support consultant might want to perform.



8. If at any time you want to retake control of the mouse from the SAS Technical Support consultant, click the screen to regain control.

9. When the remote support session has ended, you are notified.

   At this point, the SAS Technical Support consultant can no longer see or control your computer.

Operating System and Release Information