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Windward Support normally uses a VNC program called Single-Click for remote access. This application allows our support technicians to remotely view and control your computer without requiring the user to have administrative access. This application is launched from Windward Support's Support page. http://wws5.com/support/
Clicking on one of the support options will present a dialog to run or download. When you select the option to run the program, you will see a dialog such as the one below. Ensure that the Publisher is Windward Software Inc. This ensures that you are running a trusted application from Windward Software.
Single-Click requires that the customer contact Windward Support first. The connection is always made from the client computer to the support user's computer ensuring that Windward Support can only access your computer while you are present. If you are disconnected, you will have to re-connect to the Windward Support. The program contains a list of Windward Software Employee's and their Windward Software's assigned IP addresses so this program cannot be used for connections to other unauthorized users. Windward Software will immediately remove any employee from this list if they are no longer employed at Windward Software.
Normally Windward Support will provide support with your assistance. You may need to be able to log on with an administrator account if asked. If you are unable to provide assistance, then you will have to create a support account. If an account already exists, ensure that the user account is re-enabled, and the lockout date is set to the following day. This will allow the support user to access the account for the specified time period. If no account exists, you will need to create one and generate a temporary password which will have to be communicated to the support personnel. Once the support user is finished, ensure that you disable the account.