How to provide Mac help from far away
Posted 15 January 2013 - 06:45 AM
Posted 15 January 2013 - 06:51 AM
We create an app, Clarify (a MacWorld Gem) that lets you capture screenshots while you are doing the screen share. It turns those screenshots into a document for you that you can send after you have finished helping them out. That way they don't call you back next week with the same question .
Posted 15 January 2013 - 07:32 AM
Posted 15 January 2013 - 08:08 AM
Another method I used was using ssh to a machine with 'back to my mac' enabled, the only proviso being that you need to be logged into their iCloud account, but once that's done it's easy:
1. Launch Terminal.app
2. Go to Shell menu > New Remote Connection...
3. In the Service list, click Secure Shell (ssh)
4. Watch the names of the Macs magically appear!
5. Select the Mac, enter a username, and Connect!
Posted 15 January 2013 - 09:12 AM
Posted 15 January 2013 - 09:38 AM
Posted 15 January 2013 - 11:44 AM
A story: I was helping a friend's elderly parents with their new computer... over the phone. Wish I had join.me 20 years ago. They were setting it up and had no experience whatsoever. I was speaking with his mom:
Me: "Okay give the phone to Joe. Let me talk with him."
Her:"The phone doesn't reach that far."
A corded telephone!
Her: "You tell me what to do and I'll tell him."
Me: "Fine. Tell Joe to take the mouse and move the..."
Me: slower... "Tell him to take the mouse and..."
Her:"Wait. What did you say?"
Me: a little louder and slower "Take the mouse..."
Her: "Haha. Mark, it sounds like you are saying 'take the MOUSE'!"
Posted 15 January 2013 - 12:38 PM
This is exactly why Apple created the iPad without a visible file system. The common computer users can do so much damage when they have access to files they shouldn't be touching. With the iPad no files are lost because each app handles their own file type and stores them. You can't just move things around into the wrong place or accidentally delete a bunch of files.
Then you have the geeks whining about how the iPad doesn't have a "real" OS and praising Windows tablets when they do try to cram their bloated OS I to a tablet. Those products will be back to needing tech support like a desktop.
The haters can't understand why the iPad is so popular when after all tablets had been on the market for a few years before. The fact is 80% of consumers need nothing more then an iPad.