Supporting Your Loved Ones in Navigating Tech Challenges at a Distance
If you're tech-savvy and often find yourself as the go-to person for tech issues among your friends and family, you're probably used to lending a helping hand during get-togethers. But what about when you're not physically present? Dealing with tech hiccups remotely can be frustrating, especially if you encounter issues while talking to your loved ones over the phone. Don't worry, though! There are more than enough options available to make the process smoother.
Help them navigate tech problems using a video call
When supporting people through tech issues, a video call can be a godsend. While some issues can be solved over the phone, the ability to see the problem in action can speed up and simplify the troubleshooting process significantly. For example, instead of having your friend describe their TV's port configuration, you can simply ask them to show the back of the TV during the video call.
If your family members encounter issues with their smart TVs, speakers, smartwatches, or other smart devices, a video call can be one of the best ways to help them out. Many popular smartphone apps, such as FaceTime, make video calls an easy and straightforward process. By using these apps, your family member can easily move the camera around and show you the exact issue they're experiencing.
Allow them to share their screen
While video calls can be a valuable resource for troubleshooting, they might not work perfectly if the device causing issues is not functioning properly. In such instances, asking your family member to share their screen can be more efficient.
Screen sharing used to be a more complex process but is now readily available on most modern devices, thanks to the popularity of video conferencing apps. Your family member can share their laptop's screen to your phone, their smartphone's screen to your tablet, and even their tablet's screen to your laptop, depending on the device in question.
For Apple users, FaceTime's SharePlay feature is an excellent option. Introduced with iOS 15, SharePlay allows you to share your screen with other FaceTime participants. This feature is expanding with iOS 18, including the ability to hand over control of your screen to others. Whether your family member is dealing with issues on an iPhone, iPad, or Mac, they can initiate a FaceTime call, share their screen, and you can help them out.
However, screen-sharing solutions are not limited to FaceTime. Popular apps like Zoom, Discord, Teams, WhatsApp, and Facebook Messenger have this feature built in. All you need to do is ensure your family member has the app installed and set up on their device and initiate screen sharing from your end.
Create a video guide to help them
If you and your family member are in different time zones, you might consider making a video guide to help them out. These guides can be easily created on both Android and iPhone devices, as well as on Windows PCs and Macs.
If you have a Mac, you can make your video guides even more useful by using apps such as Keystro or Cleanshot X, which allow you to overlay your keyboard button presses on top of your screen recording. This will enable your family member to follow your tutorial accurately by seeing which buttons to press.
Good luck with your troubleshooting adventures!
Use a remote access app
Feeling up for an adventure? Gaining remote access to your family member's device can greatly simplify the tech support process. Of course, this involves setting up remote access remotely, which can be challenging in itself. You'll need to use one of the previously mentioned methods to set up and install your remote access app of choice, and your family member will need to follow your directions.
Unfortunately, remote access works best on Macs and PCs. When it comes to iPhones and Android devices, the so-called "remote access" tools are essentially advanced screen-sharing applications. Even suggested apps, available on mobile devices, only offer screen mirroring when you wish to share control of a phone.
There are numerous avenues to gain remote access to a Mac or PC, but the easiest solution is using an application such as TeamViewer. TeamViewer essentially simplifies remote access into a unique ID and password. Your acquaintance shares this information with you, and instantly, you gain access to their entire computer, whether you're using your device, smartphone, or tablet.
Remember that communications over the phone might prove challenging, so it's recommended to set up a screen-sharing session while configuring the application.
Using TeamViewer for Remote Computer Access
Instruct your friend to go to teamviewer.com, download the free software, and follow the same steps if you're installing on a mobile device (iOS or Android). Encourage your friend to install the program as they would any other software. On Windows, select "Default installation," then agree, and permit TeamViewer to modify your device settings.
For Mac users, they'll encounter three distinct security settings that need enabling. Fortunately, TeamViewer provides a pop-up explaining which settings must be activated; Screen Recording, Accessibility, and Full Disk Access. If the pop-up fails to appear, locate all three options under System Preferences > Security & Privacy. After clicking on each setting, enable TeamViewer. If you can't find the option, click (Add) and select TeamViewer from your application list.
Once your friend possesses a unique TeamViewer ID and password, enter that ID in the "Control Remote Computer" field within your TeamViewer app and input the password when prompted. Upon completion, you'll be presented with a window displaying your friend's computer screen on your device! Now, you have control over their computer.
When the tech support session concludes, click the (X) in the TeamViewer window. It's crucial to ensure no unauthorized individuals have access to the ID and password entered earlier. While remote access can be highly practical, it can also pose a significant cybersecurity risk in the wrong hands. Make sure to emphasize this point to avoid turning your helpful remote session into a cybersecurity disaster.
In case you run into problems while troubleshooting a device using a video call, consider asking your loved one to show their screen. You can also create a video guide to help them through the process or even use a remote access app to gain control of their device.
