Remote Support

Our Remote Support application allows our engineers to better support our current customers.

Installing Remote Support

If you have been asked to install our remote support software please follow these steps:

  1. Click here to download Remote Support.
  2. Click 'Run' and wait for the download to complete (a few seconds on broadband).
  3. You may be presented with a security warning, press 'Run' again.
  4. You should now see the Remote Support setup.  Press 'Next', accept the license agreement and press 'Next.
  5. You then select your operating system (if unsure ask) and press 'Next', then finally 'Finish'.

Note: Your screen may momentarily go blank during the setup process.  This is normal and only lasts a few seconds.

Using Remote Support

This software is only to be used at the request of a support engineer.  You cannot use this software unless an engineer is ready to assist you.

Uninstalling Remote Support

To fully uninstall Remote Support go to the Start button > Trana Remote Support > Uninstall.

Technical Information

The Remote Support software is simply a customised install of the widely used UltraVNC remote control software.  You can read more about it on wikipedia here.

It is installed such that only you (the customer) can establish a remote support connection with our engineers, not the other way around.