If our support team asked you to share your screen, follow the steps below. It takes about 2–3 minutes the first time, and under a minute after that. Please stay on the phone with us while you do this.
What you need: the Google Chrome browser and a Google (Gmail) account.
- In Chrome, open remotedesktop.google.com/support. (You can also get there by clicking “Remote Support” in the menu on our website.)
- If Google asks you to sign in, sign in with your Google account.
- Scroll down to the “Share this screen” section and click “Generate Code”.
- First time only: Chrome will download a small installer file. Open it and install it — on Windows, run the downloaded file and click through the prompts; on Mac, open the downloaded file and follow the prompts.
- Mac only: your Mac will ask for permission to record the screen. Open System Settings, go to Privacy & Security, then Screen Recording (it may be called “Screen & System Audio Recording”), and turn on “ChromeRemoteDesktopHost”. Then quit Chrome completely and reopen it, and click “Generate Code” again.
- A 12-digit code appears on your screen. Read it to our support person over the phone. Codes expire after about 5 minutes, so please do this step while you are on the call with us.
- A message will pop up saying our support person would like to connect — click “Share”.
- That’s it. We can now see your screen and help you. You can end the session at any time.
Is this safe?
Only someone with your one-time code can connect, and the code stops working after a few minutes. Nothing happens until you click “Share”.