The consumer experience will depend on the type of device they are using.


Windows

A user on a Windows computer will see both the Support.com Cloud® Connection toolbar and the Guided Paths® for Windows application.


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Connect Toolbar

On the consumer’s computer, launching the Support.com Cloud application will display the Connection toolbar.



From left to right, this toolbar has the following functions:

  1. Tools menu: This pull-down menu has the following options:
    • Cleanup: This toolbar launches on the consumer’s device before the connection is fully established. If the consumer’s device is experiencing issues that prevent it from establishing a connection (such as a virus or other malware), you can ask the consumer to click this button, which will make it easier to establish a remote connection to that device.
      CAUTION: CLOSING UNNEEDED APPLICATIONS CAN CAUSE YOU TO LOSE WORK. BE SURE TO SAVE YOUR WORK BEFORE RUNNING THE CLEANUP TOOL.

    • Reboot: This option allows the reboot of a machine into either Safe mode or Normal mode, with or without automatic login. The consumer can also reboot the computer into Safe mode if connectivity is not available. A notification appears while the machine is rebooting.
    • Upload File: Opens a standard Open dialog that allows the consumer to navigate to a file and then upload it to the Agent.
  2. Process Cleanup: This option closes all non-essential applications. You must confirm this in order to proceed.
    CAUTION: CLOSING UNNEEDED APPLICATIONS CAN CAUSE YOU TO LOSE WORK. BE SURE TO SAVE YOUR WORK BEFORE RUNNING THE CLEANUP TOOL.

  3. Restart: This option allows the reboot of a machine into either Safe mode or Normal mode, with or without automatic login. The consumer can also reboot the computer into Safe mode if connectivity is not available.
  4. Windows Update: By default, launching a remote-control session disables the Windows Update service so as not to interfere with the connection process and bandwidth. Clicking this button enables Windows Update if the Agent needs to use it during the session.
  5. Upload File: Opens a standard Open dialog that allows the consumer to navigate to a file and then upload it to the Agent.
  6. Chat: Opens the Chat window, which allows the consumer and Agent to communicate via written messages. In this window, simply type your message and then either click Send or press [ENTER] to send that message to the Agent. Responses from the Agent will also appear in this window. When the Chat window is open, clicking this button close the Chat window. This window automatically opens when the Agent sends a chat message to the consumer.
  7. Pause/Start Remote Control: Toggles remote control on and off. See Pausing Remote Control.
  8. Close: Terminates the session and disconnects the consumer’s computer from Support.com Cloud.


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Guided Paths for Windows Application

The Guided Paths for Windows application included with Support.com Cloud allows Windows computers to run directly through a software application that is automatically downloaded to the consumer’s computer when the remote connection is established. In this situation, the consumer will be able to see the Guided Paths and each action that the Agent is taking. As with the Paths View (see Path View - opens a new article), the consumer can skip back and forth in the Path.


The Agent marks the Status of each Step as either Complete or Not Applicable, just as they would in the Paths View (see Path View - opens a new article). The following icons appear in the Guided Paths for Windows application on the consumer’s computer to indicate the Step status:

  • Blank: The Step has not been started yet.
  • Checkmark: The Step has been marked as Complete.
  • Exclamation Point: The Step has an issue.


The Service Report Step is the last Step of the Guided Paths for Windows application. This Step presents a summary and status for each Step and allows the consumer to uninstall the application. Uninstalling the application also uninstalls any other software or tools that were pushed to the computer during the session.





Completing a Path leaves a report on the consumer’s desktop that is automatically attached to the Activity popup (see Session Activity - opens a new article) for reference. This report includes all the Steps and associated details for the session.


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Mac

A user on a Mac computer will see the Connection toolbar on their screen.



From left to right, this toolbar has the following functions:

  1. Upload File: Opens a standard Open dialog that allows the consumer to navigate to a file and then upload it to the Agent.
  2. Chat: Opens the Chat window, which allows the consumer and Agent to communicate via written messages. In this window, simply type your message and then either click Send or press [ENTER] to send that message to the Agent. Responses from the Agent will also appear in this window. When the Chat window is open, clicking this button close the Chat window. This window automatically opens when the Agent sends a chat message to the consumer.
  3. Pause/Start Remote Control: Toggles remote control on and off. See Pausing Remote Control.
  4. Close: Terminates the session and disconnects the consumer’s computer from Support.com Cloud.


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Android

A user on an Android device connects to and interacts with the Agent using the Support.com Connect application, which is available from the Google Play store. See Connecting to a Consumer Device (opens a new article) for information on connecting to an Android device. The Support.com Connect application has two tabs:

  • Chat: Displays activities and allows you to exchange typed chat messages with the Agent. See Chat Tab.
  • Browse: Used when viewing URLs pushed to the device by the Agent. See Browse Tab.


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Chat Tab

The Chat tab appears by default when the consumer establishes a connection using the Support.com Connect application.


This tab contains the following information and functions:

  1. Done: Clicking Done exits the user from the session. A confirmation popup appears.
  2. Activity/Message area: This section displays the following:
    • Events, such as the Agent requesting device information or uploading an image.
    • URLs pushed by the Agent. The consumer must tap the link to open the URL, which opens the Browse tab (see Browse Tab).
    • Chat messages sent by the Agent.
  3. Send Image: Tapping the Attach Image icon (paperclip) allows the user to upload an image to the Agent from either the Camera or the Gallery. The Agent can view this image in the Activity popup. See Session Activity (opens a new article).
  4. Send Chat: At the bottom of the screen, typing a message and then clicking the Send button sends that message to the Agent.


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Browse Tab

The Browse tab appears when the consumer accepts a URL pushed by the Agent.


This tab contains the following information and functions:

  1. Done: Clicking Done exits the user from the session. A confirmation popup appears.
  2. Back: Returns the consumer to the previously viewed web page.
  3. Stop: Stops the current page from continuing to load.
  4. Refresh: Reloads the current web page.
  5. Forward: Moves the consumer forward to the next viewed web page.
  6. Back button: Pressing the device Back button returns the user to the Chat tab. See Chat Tab.

Note: The consumer may view this page as they would in their default browser.


While browsing:

  • A notification appears in the browsing window when the Agent sends a chat message.
  • The consumer cannot access the Browse tab before the Agent has pushed any URLs.
  • The menu bar auto-hides during co-browsing to allow more screen space for the web pages. Tapping anywhere on the screen opens the menu bar.


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iOS

A user on an iOS device connects to and interacts with the Agent using the Support.com Connect application, which is available from the iTunes store. See Connecting to a Consumer Device (opens a new article) for information on connecting to an iOS device. The Support.com Connect application has two tabs:

  • Chat: Displays activities and allows you to exchange typed chat messages with the Agent. See Chat Tab.
  • Browse: Used when viewing URLs pushed to the device by the Agent. See Browse Tab.


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Chat Tab


The Chat tab appears by default when the consumer establishes a connection using the Support.com Connect application.


This tab contains the following information and functions:

  1. Quit session: Clicking the Quit Session icon (open exit door) exits the user from the session. Note: No confirmation dialog appears.
  2. Activity/Message area: This section displays the following:
    • Events, such as the Agent requesting device information or uploading an image.
    • URLs pushed by the Agent. The consumer must tap the link to open the URL, which opens the Browse tab (see Browse Tab).
    • Chat messages sent by the Agent.
  3. Send Image: Tapping the Attach Image icon (gallery icon) allows the user to upload an image to the Agent from either the Camera or the Gallery. The Agent can view this image in the Activity popup. See Session Activity (opens a new article).
  4. Send Chat: At the bottom of the screen, typing a message and then clicking the Send button sends that message to the Agent.


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Browse Tab

The Browse tab appears when the consumer accepts a URL pushed by the Agent.


This tab contains the following information and functions:

  1. Web page: The consumer may view this page as they would in their default browser.
  2. Stop: Stops the current page from continuing to load.
  3. Refresh: Reloads the current web page.
  4. Close: Tapping Close exists the Browse tab and returns the consumer to the Chat tab. See Chat Tab.


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