This guide shows you how to start a ThreeBIT remote support session on a Windows PC. The whole process takes a minute or two and needs no prior setup. For the bigger picture of what happens during a session, see How ThreeBIT remote support works.
Before you start
- You will be on the phone with, or in email contact with, a ThreeBIT technician who is ready to connect.
- You do not normally need administrator rights just to start a session — but keep your password handy in case the task we are helping with requires elevated rights.
Step by step
Download the client. On the support page, open the Remote support client section and click Windows. Accept the remote support terms when the dialog appears, and the download (
AnyDeskClient.exe) will start.Run the client. Open the downloaded file from your browser's downloads or your Downloads folder. Windows may show a SmartScreen notice for a freshly downloaded program — choose More info and then Run anyway. If Windows Firewall asks whether to allow the program to communicate, allow it on your current network.
Find your connection ID. When the client window opens it displays a numeric address (your ID), usually nine or ten digits. Read this number to your technician over the phone or send it by email.
Accept the connection. When your technician requests the session, a prompt appears on your screen. Click Accept. You can use the checkboxes to allow viewing only or full control — for most support tasks, full control lets us work fastest.
Approve elevation if asked. If the task needs administrator rights (for example, installing software), a Windows User Account Control (UAC) dialog will appear. Approve it so we can continue — you stay in control and can see exactly what is happening.
During and after the session
You can watch everything on screen and end the session at any time by clicking the disconnect button or closing the client window. Once the session ends, our access stops immediately. You can leave the client installed for next time, or uninstall it from Settings ▸ Apps like any other program.
Need a hand?
If the download or connection does not work — for example, a corporate firewall blocks it — call our helpdesk or open a support ticket and we will find another way in.