How to troubleshoot tech problems remotely

This article has been updated. Originally published September 19, 2019.

Every family, team, and social circle has its designated tech guru – "The IT Master." If you're the one constantly troubleshooting family WiFi or battling office computer viruses, you're likely that person.

Fear not, fellow tech support heroes! Remote access apps and platforms let you assist others from afar, viewing and even controlling their devices. Whether it's a grandparent's laptop or a partner's smartphone, these tools save time and headaches.

Remote Desktop Solutions for Computers

Chrome Remote Desktop, a free Google Chrome browser extension, offers easy remote access to Windows and macOS computers. First, install it on the target computer (consider adding this to your holiday to-do list!).

Download the program from the Chrome Remote Desktop webpage. Enable access by clicking "Turn On," assigning a name, and setting a PIN for security.

When assistance is needed, the user clicks "Remote Support," "Get Support," and generates an access code. They share this code with you. You enter it in your Chrome Remote Desktop to establish the connection.

You'll then see their desktop and control it using your mouse and keyboard. The connection ends when either party disconnects. Mobile access is available via Android and iOS apps.

TeamViewer, another free personal-use option, provides similar functionality. Install it on the remote computer. The user provides their TeamViewer ID and password for access.

Enter this information into your TeamViewer to connect. A chat or video call feature facilitates communication.

TeamViewer offers more advanced features (like file transfer) than Chrome Remote Desktop, but Google's tool is simpler. Both are free and user-friendly.

Troubleshooting Mobile Devices

While TeamViewer and Chrome Remote Desktop support remote computer access from desktops and mobile devices, direct phone/tablet control isn't possible.

For mobile device issues, several strategies exist:

• Screen Recording: The user can record their screen and send the video for review. iOS users access the screen recorder via Control Center; Android's built-in recorder is found in quick settings.

• Screen Sharing: Use Skype (Android/iOS) for audio/video calls with screen sharing. You can see the issue but not directly control the device.

• Live Video Feed: If the device is frozen or unresponsive, use a second device with a webcam (FaceTime, Google Duo, or similar) to see the problem.

Remember, Apple and Google prioritize security and restrict full remote control of mobile devices. However, these methods provide effective remote troubleshooting support.

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