PC Help — Remote Computer Support

remote support

Join a session

If we're already talking and I've started a session, type the session ID I gave you below. It takes you to Zoho's official join page with the ID filled in.

You'll be asked for your name on the next page. Prefer to type it there? Open Zoho's join page.

how it works

What happens in a session

Nothing happens on your computer unless you've asked for help and you're the one who joins.

You ask me for help first I only start a session for someone who has already contacted me.
I give you a session ID You type it into the box above. Zoho's page then asks you to download a small program and open it to connect. On a phone or tablet you install Zoho's free Customer app instead. Only do this if you asked me for help.
I can see your screen and use your mouse and keyboard You'll watch everything I do as it happens, and I'll explain what I'm doing.
You can stop at any time Tell me, or close the Zoho connection window on your computer, and the session ends.
When we're done, the connection ends I can't get back in unless you give me a new session ID.

before you call

Have this ready

A couple of minutes of prep here saves a lot of back-and-forth once we're connected.

Know your admin password Some fixes need permission to install or change settings.
Close anything private I'll be able to see your screen — close tabs or documents you'd rather keep private.
Write down what's happening An error message, when it started, and what you were doing when it happened.
Plug in / charge your laptop Some fixes involve a restart — you don't want to lose power mid-session.

quick diagnostic

What your computer is telling us

If I ask "what does the page say at the top," this is what I mean.

IP addresslooking it up…

Browser—

Operating system—

Screen size—

Connection type—

Language—

Time zone—

Local time—

CPU cores—

Estimated RAM—

Touchscreen—

Display sharpness—

Color depth—

Orientation—

Free disk space—

Network speed—

Graphics card—

Camera / mic detected—

Page load time—

Browser window size—

Battery—

Cookies / online—

Clock accuracy—

Can reach Zoho Assistchecking…

This information only appears on your own screen — I only see it if you read it to me or share it. Some browsers hide exact version numbers. To see your exact Windows version, press the Windows key and R together, type winver, and press Enter.

tool

Password strength checker

Type a password (or something close to it) to see how strong it is.

Waiting for input…

The strength meter runs entirely in your browser and nothing is saved. The leak check only runs when you click its button, and even then your password is never sent. Only the first five characters of a scrambled version of it go to the Have I Been Pwned service, and the final comparison happens on your computer.

tool

Password generator

Creates a random password that's hard to guess. It's made in your browser and never saved or sent anywhere.

Length 16

Save it in a password manager such as Bitwarden (linked under Tools I trust) instead of trying to remember it.

how-to guides

Quick how-tos

Choose your type of computer, then open the guide you need. Steps can differ slightly between versions.

Take a screenshot

Press Windows key + Shift + S, then drag to choose the area. The picture is copied, so paste it into an email or document with Ctrl + V. To capture the whole screen and save it as a file, press Windows key + PrtScn.

Press Shift + Cmd + 4 and drag to choose an area, or Shift + Cmd + 3 for the whole screen. The picture is saved to your desktop.

On an iPhone with Face ID, press the side button and volume up together. On most Android phones, press power and volume down together.

Find out which version of your system you have

Press Windows key + R, type winver, and press Enter. A small window shows your Windows version. Or open Settings, then System, then About.

Click the Apple menu in the top-left corner and choose About This Mac.

Close a frozen program

Press Ctrl + Shift + Esc to open Task Manager. Click the program that isn't responding, then click End task.

Press Option + Cmd + Esc, choose the program that isn't responding, and click Force Quit.

Lock your screen

Press Windows key + L. You'll need your password or PIN to get back in.

Press Control + Cmd + Q. You'll need your password to get back in.

Check how much storage you have left

Open Settings, then System, then Storage. It shows how much space is used and what is taking it up.

Click the Apple menu, open System Settings, then General, then Storage. On older Macs, choose About This Mac and click the Storage tab.

Install system updates

On Windows 11, open Settings, then Windows Update, then Check for updates. On Windows 10, open Settings, then Update & Security, then Windows Update. Keep your laptop plugged in, and don't switch it off while it works.

Click the Apple menu, open System Settings, then General, then Software Update. Keep your laptop plugged in while it installs.

cheat sheet

Keyboard shortcuts

Hold the first key down and press the others. "Cmd" is the key with the ⌘ symbol on a Mac.

What you want to do	Windows	Mac
Copy	`Ctrl` + `C`	`Cmd` + `C`
Cut	`Ctrl` + `X`	`Cmd` + `X`
Paste	`Ctrl` + `V`	`Cmd` + `V`
Undo	`Ctrl` + `Z`	`Cmd` + `Z`
Redo	`Ctrl` + `Y`	`Shift` + `Cmd` + `Z`
Select everything	`Ctrl` + `A`	`Cmd` + `A`
Save	`Ctrl` + `S`	`Cmd` + `S`
Print	`Ctrl` + `P`	`Cmd` + `P`
Find on the page	`Ctrl` + `F`	`Cmd` + `F`
Switch between open programs	`Alt` + `Tab`	`Cmd` + `Tab`
New browser tab	`Ctrl` + `T`	`Cmd` + `T`
Close browser tab	`Ctrl` + `W`	`Cmd` + `W`
Reopen a closed browser tab	`Ctrl` + `Shift` + `T`	`Shift` + `Cmd` + `T`
Refresh the page	`F5`	`Cmd` + `R`
Zoom in / zoom out	`Ctrl` + `+` / `Ctrl` + `-`	`Cmd` + `+` / `Cmd` + `-`
Search your computer	`Windows key`	`Cmd` + `Space`
Lock your screen	`Windows key` + `L`	`Control` + `Cmd` + `Q`
Screenshot of part of the screen	`Windows key` + `Shift` + `S`	`Shift` + `Cmd` + `4`
Close a frozen program	`Ctrl` + `Shift` + `Esc`	`Option` + `Cmd` + `Esc`

common fixes

Try this before you call

My computer is running really slow

Restart it first — sounds obvious, but it clears out a lot of junk. If it's still slow, check how many programs open automatically when you turn it on; too many "startup apps" is the most common cause.

Wi-Fi keeps dropping or is slow

Restart your router (unplug it for 10 seconds, plug it back in). If that doesn't help, try moving closer to it — walls and distance matter more than people expect.

I keep getting pop-ups or ads

Don't click "yes," "OK," or "close" inside the pop-up itself — close the whole browser window instead. This is usually a sign of an unwanted browser extension, which we can remove in a session.

Windows won't finish updating

Leave it alone for at least 30–60 minutes — updates can look stuck when they're actually still working. Don't turn off the computer during this.

I got a scary warning about a virus

If it appeared as a webpage or pop-up (not from Windows Security itself), it's very likely fake. Don't call any phone number it shows you — close the browser and reach out to me instead.

stay safe

How to spot a tech-support scam

Scammers pretend to be tech support to get into your computer or your bank account. These are the signs.

Nobody legitimate cold-calls about your computer Microsoft, Apple, and your internet provider don't phone you to say your computer has a virus. Hang up.
Fake warnings that show a phone number Real virus alerts from Windows don't ask you to call anyone. Close the browser and don't dial the number.
Never share a remote session ID with someone who contacted you first Only give a session ID to someone you called yourself, like me. A session ID gives that person full control of your screen.
Gift cards, wire transfers, or crypto are red flags No real support service asks for payment in gift cards or cryptocurrency.
Pressure and panic are part of the trick "Act now or lose your files" is designed to stop you thinking. If something feels urgent and scary, pause and check with someone you trust.

free tools

Tools I trust

Only download these from the official sites linked here. Search results often show fake copies at the top.

Malwarebytes A second opinion scanner for malware and unwanted programs.
Bitwarden A free password manager so every account can have a different strong password.
uBlock Origin A browser extension that blocks most ads and many malicious pop-ups.
Ninite Installs popular programs in one go, without the bundled junk.
CrystalDiskInfo Checks the health of your hard drive or SSD before it fails.
Speedtest Measures your real internet speed.
Have I Been Pwned Shows whether your email address appeared in a known data breach.

payment

Pay for a session

Once we've finished, you can pay securely through PayPal.

Pay with PayPal

PayPal handles the payment, so I never see your card or bank details. Only pay after we've agreed the amount.

get in touch

Send a message

Describe the problem and I'll get back to you to set up a time to connect.

Got a computer acting up?