ACR Remote Support Using TeamViewer

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From time to time when contacting ACR for Support you may be asked to run the application TeamViewer. This is a program that allows the ACR support team to view your screen (only for the time you have it open) and assist you with an issue you are having.

There are a number of ways to run TeamViewer. These are:

  1. If you have your own version of TeamViewer ACR can use this. As long as you are able to provide the 9 digit “Your ID” and the password for access. Please note if you are using white/blacklists you may need to add our ID number to your whitelist.
  2. You can run the ACR version of TeamViewer directly from the internet. Simply type www.acr.com.au/tm into a web browser (or click the link) and run the application that will download onto your computer. This will provide you with a 9 digit “Your ID” that an ACR support person will ask you for.
  3. Alternatively, you can run the ACR version of TeamViewer from within the ACR application itself. (Please note this feature is not available for ACR cloud customers at this stage)

To launch TeamViewer from within ACR you will need to click on ‘Help’ from the toolbar within ACR

From the dropdown that displays select the ‘Run TeamViewer’ option.

This will launch an ‘Allow Remote Control’ screen that will display a 9 digit ID, “Your ID”. This number may take up to 1 minute to generate (this will depend on how quick your internet connection is). Once the Your ID has displayed on screen please read it out to the ACR support member you are talking with.

If you already have a copy of TeamViewer running on your computer you will receive the following message. You can either Select the ‘Show running TeamViewer’ button to open the version you already have open or you can select the ‘OK’ button to close the message screen and stop the ACR version of TeamViewer opening.

If you are calling ACR support and would like to have the support member you are talking with join you on Team Viewer you can save time and open the TeamViewer screen before you call. Then notify the team member of your TeamViewer ID at the start of the call.