Intervention

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What is it?

This is a premium service, available to registered customers only. Its goal is to simplify the communication between our technical support department and our clients. By applying this method, you can help us see the problem 'with our own eyes', which results in a faster solution, since you don't have to explain the situation yourself.

How does it work?

The service works by establishing a remote desktop connection to your computer, meaning that our helpdesk technicians can see your desktop, move your mouse, press buttons on your keyboard, and so on. 

In case you have doubts:   

• No configurations are needed, you can make a connection with just a couple of clicks.  
• Only outgoing connections can be made. In other words, you must initiate the connection yourself.  
• All the settings are preconfigured, and they cannot be modified. This means that one cannot 'hijack' your computer. This guarantees that only our team members can connect to you (only after you decide to initiate a connection).
• The program does not make any changes to your system, nor it writes any records to your Windows registry. 

Yes, this is absolutely safe. The connection is encrypted and only you know the password.

Are there possible drawbacks of this method?

Of course, this approach does not guarantee the resolution of your case.  

• Some serious errors (sudden restarts, blue screens, etc) are not 'seen' on the other end of the connection. Because the mechanism that allows us to see what is happening on your machine crashes too.  
• Slow network connections, or frequent disconnects (if you're on dial-up) will make things more complex.  
• Your system administrator could have blocked the network ports which have to be open in order to make the connection possible.  

Other things you should know

Dekart Intervention is our last resort, which means that we will do this only if everything else failed.

That is why, make sure that you did at least one (but preferably all) of the following:  

• Read the manual of the program. (ok, ok :) at least check out the Troubleshooting section).  
• Browse the howto section of our site.  
• Check out the FAQ and the nFAQ.
• Contact our support department.

Your intervention is needed, what do I do?

Note:  we are located in the GMT + 2 time zone, which means that there could be difficulties in finding the time to establish the connection; but nothing is impossible, and we will do our best to help you out.