How to Start a Remote Assistance Session in ElderSuite

📝 Overview

Remote Assistance lets an ElderSuite representative see and control your computer during a live support call, so they can work through a problem with you directly. You start it from the Help Center, where the button's tooltip reads "Start a Remote Assistance session with an ElderSuite Representative."

ElderSuite serves adult day care centers nationwide.

Clicking Remote Assistance opens the Remote Assistance Request window. It explains in writing what you are agreeing to, gives you one box for the Support Key your representative reads out, and a Continue button that opens the support session page in your web browser. For more on the other Help Center buttons, see the ElderSuite Help Center Overview.

⚙ How It Works

Remote Assistance Starts During a Live Call

The Support Key comes from your ElderSuite representative over the phone. The Remote Assistance Request window cannot create one on its own, so open it when a representative is on the line and ready to read you a key.

Click Help Center on the ElderSuite main menu bar, then click Remote Assistance. The window opens on top of the Help Center, and the rest of ElderSuite waits until it is closed.

What You Are Agreeing To

The text at the top of the window sets out three things: that you are requesting a Remote Assistance Session, that you are authorizing the representative to have temporary access to your computer, and that the representative will be able to control your computer remotely.

There is no check box or separate agree button. Typing the Support Key and clicking Continue is how you authorize the session.

The Support Key

The Support Key box shows Enter Support Key until you start typing. It accepts digits only—nine of them, shown in three groups of three.

ElderSuite does not check that the key is complete before it opens the browser. If the key is short or mistyped, the browser simply finds no session. Type all nine digits before you continue.

Continue Opens the Session in Your Browser

Clicking Continue, or pressing Enter, opens the support session page for that key in your computer's web browser and closes the Remote Assistance Request window. You return to the Help Center, and you follow the prompts in the browser to let the representative connect.

The session itself runs in your browser through the remote support service, not inside ElderSuite. If the browser cannot open the page, ElderSuite shows a message such as Timed Out, Default Web Browser Not Defined, Site Not Available, or Browser Unavailable, and no session starts. Reopen Remote Assistance and enter the key again once the cause is fixed.

Backing Out

The window has no Cancel button. To decline, close it with the close button in its title bar without typing a key. Nothing starts, no web page opens, and you return to the Help Center unchanged.

Each time the window opens, it opens empty. It does not remember an earlier key or attempt.

Remote Assistance and Request Support

Remote Assistance and Request Support are separate buttons in the same Help Center panel. Remote Assistance is for a live call when a representative needs to see your screen. Request Support opens the ElderSuite support ticket page in your browser, to request help using ElderSuite or to report an issue you are experiencing.

⚠ Closing ElderSuite Does Not End the Session

Because the session runs in your browser and the remote support tool, ElderSuite cannot end it. Closing ElderSuite leaves the session running. End the session in the browser or in the remote support tool the browser opened.

🔐 Privacy & Security

During a session, the representative can see whatever your screen shows and can control your computer. Nothing in ElderSuite limits what is visible, so close or move away from anything you would rather not be seen before the representative connects.

The Support Key is used only to open the session page and is not stored. The Remote Assistance Request window does not read or save any client or provider records.

💡 Need More Help?

For step-by-step instructions, click Ask Eddie from within ElderSuite.