On-Demand Assist provides an easy way to get support from your organization. This guide will walk through the steps needed to establish an On-Demand Assist session.
Step 1 – Go to https://www.realvnc.help
Open a web browser and go to https://www.realvnc.help. You will see this page.
Step 2 – Download the On-Demand Assist file.
Click the button circled in red above. This will automatically download the On-Demand-Assist.exe file to your computer.
You might not see it, but it has downloaded. To see the file, go to your Browser Download list. In Microsoft Edge, you can find the list of files you have downloaded by going to the three dots in the upper right corner of your Microsoft Edge Window as shown.
Click on the Downloads link. This will open your list of downloads. From here you can click “Open File” to run it.
You can also click the Folder icon to open it in your downloads folder and run it from there.
Step 3 – Start the On-Demand Assist Session
After running the On Demand Assist executable, you will see a window open and ask you for a 9 digit code. This will be provided to you by the person helping you.
Step 4 – Enter the code from the Technician and click Connect
Step 5 – Acknowledge the security prompt and click Confirm to start the connection.
NOTE: Please verify that the Name, Team and Email are correct and that they are from the person you are working with. Do not click Connect if there are any indications that it is not the person you expect. i.e., misspelled names, unknown email addresses or unknown team names.
Step 6 – End the Connection when finished.
While the connection is ongoing, there will be a floating window that shows communications from the technician and that allows you to end the session.
To end the session, click on the “End Session” button. If the technician ends the session on their side, the window will update as shown. Please click the Close button to close out your side of the session.
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