Frequently Asked Questions

How does this service work?
Once you connect to the service, you are prompted to download a small, self-installing browser plug-in, which allows the IS Specialist to view your desktop and share control of your mouse and keyboard. In other words, your IS Specialist can solve a problem for you while you watch, or you can have him/her tell you what to do step-by-step! At any time during a support session you can take control of your computer just by moving your mouse or terminating the session. You will be in charge at all times.

Can a support representative (IS Specialist) look through files on my computer without my knowledge?
Absolutely not. The IS Specialist sees only what you see, and whatever you permit him/her to see on your computer screen. Before the IS Specialist views your screen, he/she will first ask your permission and request that all documents and programs containing private information be closed. The only way for the IS Specialist to work with your computer is through your explicit request for service.

How is security maintained?
At the beginning of a screen-sharing session, you and the IS Specialist are connected via a communication server. The screen data that is passed between you and the IS Specialist during a session is highly compressed using proprietary technology that can be viewed only with DesktopStreaming software. This data is also encrypted using 128-bit Advanced Encryption Standard (AES) encryption. Privacy principles are TRUSTe compliant. After the session has ended, your IS Specialist can no longer see your screen or access your computer unless you make another explicit request for support.

How can I save the chat dialogue from my session to review later?
A chat feature that allows you and the IS Specialist to communicate is available during each session. 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 the 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.

I have heard that it is dangerous to download from the Internet. Is your plug-in virus free?
Yes, the plug-in is safe! ExpertCity is as concerned as you are about this issue, so they conduct regular virus checks and updates. This helps them maintain their 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 this plug-in.

What are the minimum requirements for my computer and Internet connection?
For your IS Specialist to view your desktop, your computer should meet these requirements:

• 28.8 Kbps or greater Internet connection (56 Kbps recommended)
• Required Pentium-class PC running Windows ® 95, 98, 2000, ME, NT 4.0 or XP
• Internet Explorer 4.0 or Netscape 4.0 or higher
• Recommended: Ability to make direct outgoing TCP connections, or availability of a SOCKS server or an HTTP proxy

What is the size of the file that I will download to engage in a screen-sharing session with my support representative?
The file size ranges between 329 Kb and 580 Kb.

Are there any files or folders left on my computer after the session ends?
The download file stays on your computer; however, the file is useless without a new “encryption key.” To download a new encryption key, you would need to initiate a subsequent session with an IS Specialist. Screen-sharing sessions have to be initiated by you.