====== Remote Support ======

The following download is a safe and secure remote program that will allow your **Resaleworld technician** to remotely access your computer in order to better serve you and assist with any supported software and/or hardware issues you may be experiencing.
===== Resaleworld Support Launcher For PC =====

When you are on the phone with a support technician, they may prompt you to download this applet.

The technician will provide you with a **Pin Code** that will then allow them to remote into your PC and assist you:

[[https://www.startcontrol.com|{{:libertyreact:lib:newitem5392.png?nolink&256}}]]

  - Click the following link **https://startcontrol.com**. Confirm the open tab shows the title **Remote Support Portal** \\ {{r_20260517-210822.png}}
  - Click the code input box and type 007422966. Confirm the **9 digit code** option is selected, then click the **Download** button. \\ {{r_20260517-210830.png}}
  - Click the download icon in the browser toolbar at the top right to open the recent downloads popover. Click the downloaded file named **RSWLiveChat...exe** in the popover to open and run it. \\ {{r_20260517-210838.png}}
  - Confirm the Support Request number **113203705** is displayed and note your place in queue **1**. Keep this window open and do not close it while the teal progress bar runs. Wait for the Resaleworld technician to connect, the screen will update when they join. \\ {{r_20260517-210851.png}}
  - Click inside the blank chat box at the bottom and type your message for the technician. Click the **Send** button to the right of the box to submit the chat. To disable individual session features click the icons along the bottom toolbar, to stop all features press **Esc+F1**, and to end the remote support session close the **Applet** window. \\  {{r_20260517-211122.png}}

===== Resaleworld Support For Mac =====

If you are on an Apple Macintosh computer, you will need to visit the [[https://startcontrol.com/rswsupport|Resaleworld Remote Support Website]]

==== MAC Remote Support Instructions ====

{{:libertyreact:lib:newitem5390.png|NewItem5390.png}}

Here are the full instructions on getting a **Resaleworld Support Technician**  remoted on to your **Mac**  computer.

  - Click the **MAC**  tab, type your 9-digit code into the input box (placeholder **123 456 789**), then click the **Download**  button. \\ {{:libertyreact:lib:newitem5389.png|NewItem5389.png}}
  - Click the **Save**  button. \\ {{:libertyreact:lib:newitem5388.png|NewItem5388.png}}
  - Click the **download icon**  (down arrow) in the browser toolbar. Click the chevron to the right of **mac_support .zip**. \\ {{:libertyreact:lib:newitem5387.png|NewItem5387.png}}
  - Click the **Download suspicious file**  button. \\ {{:libertyreact:lib:newitem5386.png|NewItem5386.png}}
  - Click **mac_support.zip**  in the Downloads list. \\ {{:libertyreact:lib:newitem5385.png|NewItem5385.png}}
  - Double-click **Remote Support Applet**  in the right column. \\ {{:libertyreact:lib:newitem5384.png|NewItem5384.png}}
  - Click the **OK**  button on the dialog that reads "Please verify your internet connection." \\ {{:libertyreact:lib:newitem5383.png|NewItem5383.png}}
  - For these few steps, you will work through each individually and all have similar instructions:
  - Click the **Request Permission**  button next to **Screen Recording**
  - Click the **Request Permission**  button next to **Accessibility**
  - Click the **Request Permission**  button next to **Full Disk Access** \\ We will start with **Screen Recording**. \\ {{:libertyreact:lib:newitem5382.png|NewItem5382.png}}
  - These steps are all similar for the **Permissions Review**. \\ Click the grey toggle to the right of **Remote Support Applet**  to turn it on. \\ {{:libertyreact:lib:newitem5381.png|NewItem5381.png}}
  - Click **Use Password**… \\ {{:libertyreact:lib:newitem5380.png|NewItem5380.png}}
  - Click the account name at the top of the dialog, type your administrator password into the password field, then click the pink **Modify Settings**  button. \\ {{:libertyreact:lib:newitem5379.png|NewItem5379.png}}
  - Click **Quit & Reopen**  to quit and relaunch "**Remote Support Applet**". \\ {{:libertyreact:lib:newitem5378.png|NewItem5378.png}}
  - Click the **OK**  button on the right. \\ {{:libertyreact:lib:newitem5377.png|NewItem5377.png}}
  - These steps are all similar for the **Permissions Review**. \\ Repeat for **Accessibility**  and **Full Disk Access** \\ {{:libertyreact:lib:newitem5376.png|NewItem5376.png}}
  - Type your PIN into the input field. This is another **Pin Code**  that will be given to you by your support technician over the phone.

Click the **Send request**  button.

{{:libertyreact:lib:newitem5375.png|NewItem5375.png}}

Your **Support Technician**  will now be with you momentarily.

==== Next Article In Section ====

Click the following link to move to the next article in this section: \\ [[:accessing_liberty_help|]]

==== Related Topics ====

[[:r|]] [[:accessing_liberty_help|]] [[:contactingresaleworld|]]