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Frequently Asked Questions - Remote Support via Desktop Sharing

What is Remote Support via Internet Desktop Sharing?

Web-Kong uses a Remote Support technology, powered by GoToAssistExpress, permitting a Web-Kong engineer to see your computer screen remotely.  This eliminates trying to read cryptic error codes over the phone or expensive on-site visits for quick fixes.

You will receive a 9 digit connection code to initiate the Remote Support connection.  Enter this into the "Remote Support" sidebar of the Web-Kong.com home page.  A small program will download, then you will be asked to grant the Remote Support engineer access to your computer.  Once this is done your mouse and keyboard will be in control by the Remote Support engineer (but you can take back control at any time if you need to).

How do I configure my firewall to permit Remote Support?

In most cases no configuration is required by the client requesting support.

In some cases, where either strict regulatory compliance guidelines or proprietary firewalls are in place, some configuration is required.  Typically such configuration is not done by the end user.  If you have an IT Staff for your Small Business, they'd be the ones to refer this information.

The Remote Support Firewall Config is provided in the Document Resources section of our site.  Have your IT Staff use this to enable Remote Support for your office.

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