In some cases, we may need to remotely access your system to troubleshoot the issue(s). We use a software called TeamViewer. As of 2018-02-01, the current TeamViewer (version 13) only supports OSX 10.10.5 or later. So, if you're still running an older version of Mac Operating System(OS), you need to run an older version of TeamViewer. Here are the steps to setup TeamViewer QuickSupport on an older Mac. We use Mac OSX 10.7.4 as an example.
[1.] When you try to run the current version (v13) of TeamViewer QuickSupport, you will receive the following message.
[2.] You need to download an older version (v9.x) of TeamViewer QuickSupport. Here's the download link for your reference. The Safari browser that comes with OS may not able to redirect you to the download page. You may need to switch to a different browser, like Google Chrome or Mozilla Firefox.
Simply open up a browser and copy & paste the above link into the URL Address bar. We use Google Chrome to do the download.
[3.] Once finished downloading the file, open the Downloads folder. And you should be able to find the downloaded file there. We suggest you sort the folder by Date Modified. Then, the file will show up at either top or bottom depending on using ascending or descending order.
[4.] Double-click the TeamViewerQS.dmg file to open it.
[5.] It will open up the TeamViewer portal. Double-click the icon in the middle to start the TeamViewer QuickSupport program.
[6.] Depending on your Mac Security setting, you may be prompted about the application is downloaded from the Internet. Click the Open button to continue.
[7.] Now, you can see the TeamViewer QuickSupport program is up with the 9-digit 'Your ID' and 4-digit 'Password'. The ID and Password are generated by the TeamViewer program once it is connected to the Internet and the Server. If you don't see it, either is your Mac has no Internet connection or the program can't connect to the Server.
If it is good to go, you should see a green rectangle with the message 'Ready to connect (secure connection)' near the bottom of the program window.
[8.] Your Mac system is now ready to be remotely accessed by our Tech Support Team.
For your information, TeamViewer QuickSupport 'module does not require installation or administrator rights — simply download, double click, and give the provided ID and password to your support representative.' (from TeamViewer website)
Technical Support Team
Santa Clara, CA
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Created: 2018-02-01 1:26 PM
Modified: 2018-02-06 2:11 PM