TeamViewer support
Start TeamViewer only when a Cygrids support agent explicitly asks you to do so for an active support case.
Important: start TeamViewer only at the request of Cygrids support. When you accept the session, you share your screen. Close sensitive windows before approving the connection.
You can end the session at any time by closing TeamViewer or disconnecting through the application.
How to start a remote support session
Follow the steps in order and approve only actions you understand and have confirmed with the support agent.
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Step 1 - Wait for the support agent
Do not start TeamViewer on your own initiative. Wait until a Cygrids support agent asks you to open TeamViewer for an active case.
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Step 2 - Click the correct button or link
Use the link or button the support agent refers you to. If no specific link is available during the call, follow the instructions provided by support. If you need the TeamViewer application, support will refer you to teamviewer.com.
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Step 3 - Accept the connection
Accept the connection in the TeamViewer window only after confirming that Cygrids support is connecting.
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Step 4 - Confirm actions
Monitor the support agent’s actions on screen and ask for an explanation before approving any changes, installations, or other actions.
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Step 5 - End the session
End the TeamViewer session after the call. Check that the connection is closed before leaving the computer.
You control the session
Remote support is based on explicit consent and should be used only for the current support case.
Screen sharing
Support can see what is displayed on screen during the session. Close any documents, applications, and windows that are not needed for the case.
Confirm before action
Ask the support agent to describe what will be done and approve the action before it is carried out, especially if it affects systems, files, or configuration.
End at any time
You can end the session at any time. Close TeamViewer if you are unsure who is connected or what is being done.
If TeamViewer does not work
Use the usual support channels so that we can continue troubleshooting or arrange an alternative remote-support method.
Contact page
Go to the contact page and describe the issue, the error message, and the operating system you are using.
