Remote Maintenance

In case of problems that require support by the ISD Group, you have the option to call the TeamViewer tool from the HELiOS Desktop. This tool enables you to request remote access to your computer by the support team of the ISD.

Please note that you should only use this option if you have been requested to do so over the phone by staff members of our Helpdesk.

Click the

icon at the top right of the HELiOS Desktop screen and choose Remote Maintenance.

Then, you need to confirm the Windows security prompt, asking you whether you want to allow changes to your system by the tool.

The TeamViewer will then automatically generate an ID and a Password (which may take some seconds).

Let the support team member of the ISD Group have the ID and the Password to allow the remote access to your computer.

Further information on the TeamViewer can be found on the relevant website.

Important notes on using the Remote Maintenance tool and on protection of your data:

To be able to use Remote Maintenance you require an active online connection.
During the Remote Maintenance you can see what we do on your computer.
With the ID and the Password that you give to our Helpdesk, remote access to your computer will only be possible once.
All data, information or other knowledge that our Helpdesk obtains during the Remote Maintenance session, will neither be disclosed on third parties, nor used in any different way by us.
The TeamViewer is a product of the TeamViewer GmbH, Jahnstr. 30, 73037 Göppingen, Germany, Phone: +49 (0)7161 60692 50, E-mail: service@teamviewer.com. Further information on the TeamViewer can be found on the website of the manufacturer of TeamViewer. There you can also find all required information on the topic of data security.
Please also read the Notes on Data Protection by the ISD.

By contacting our Helpdesk via the Remote Maintenance you confirm that you have read and understood the above notes.

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