Quick Support Guide

How to Allow Remote IT Support

Follow these simple steps to download TYPENT Help Program and allow our IT support team to help you remotely.

Choose your operating system:

• Windows Instructions (scroll down)
• Mac Instructions (scroll down)

Windows Instructions

Step 1: Download Help

1. Open your web browser (Chrome, Edge, Firefox, etc.)
2. Type the following address in the address bar:

   www.typent.com/help2.exe

1. Press Enter on your keyboard
2. The file will begin downloading automatically (usually appears at the bottom of your browser or in your Downloads folder)

Step 2: Run the Downloaded File

1. Look for the downloaded file called help.exe
   • Check the bottom of your browser window, or
   • Open your Downloads folder
2. Double-click on help.exe to run it

Step 3: Handle Windows Security Warning

Important: Windows will show a security warning because this is a new program. This is normal and safe to proceed.

You may see one of these messages:

Option A: “Windows protected your PC” (Microsoft Defender SmartScreen)

If you see a blue screen that says “Windows protected your PC”:

1. Click “More info” (small text link)
2. Then click “Run anyway” button that appears

Option B: User Account Control (UAC)

If you see a window asking “Do you want to allow this app to make changes?”:

1. Click “Yes”

Step 4: Wait for Help.exe to Open

1. The TYPENT Quick Support window will open automatically
2. This may take 10-30 seconds
3. You’ll see a window with your connection information

Step 5: Share Your ID and Password

Once Help.exe opens, you’ll see two important pieces of information:

1. Your ID – A number like: 123 456 789
2. Password – A random password like: aBcD1234

Important: Share both the ID and Password with your IT support technician

Step 6: Accept the Connection Request

1. When the IT technician connects, you’ll see a popup asking for permission
2. Click “Accept” to allow the remote connection
3. The technician can now see your screen and help you

During the Support Session

• You’ll see the technician’s cursor moving on your screen
• You can watch everything they do
• Feel free to ask questions at any time
• To end the session, simply close the Remote window

Privacy & Security

✓ The connection is encrypted and secure
✓ You must approve each connection
✓ You can end the session at any time
✓ The technician can only access your computer when remote program is running

Mac Instructions

Step 1: Download Help

1. Open your web browser (Chrome, Edge, Firefox, etc.)
2. Type the following address in the address bar:

   www.typent.com/help-mac.dmg

1. Press Enter on your keyboard
2. The file will begin downloading automatically (usually appears at the bottom of your browser or in your Downloads folder)

Step 2: Open the Downloaded File

• Go to your Downloads folder (click the Downloads stack in your Dock, or open Finder → Downloads)
• Look for a file named help-mac (may have a .dmg extension)
• Double-click the file to open it

Step 3: Handle Mac Security Settings

Important: macOS will show security warnings because this is a new program. This is normal and safe to proceed.

If you see: “cannot be opened because it is from an unidentified developer”

1. Click OK to close the warning
2. Open System Settings (or System Preferences on older Macs)
3. Go to Privacy & Security
4. Scroll down and look for a message about the blocked app
5. Click Open Anyway
6. Click Open in the confirmation dialog

Step 4: Grant Screen Recording Permission

When Help-Mac opens, macOS will ask for screen recording permission:

1. A dialog will appear asking to allow screen recording
2. Click Open System Settings (or Open System Preferences)
3. Find Help-Mac in the list and check the box next to it
4. You may need to quit and reopen Help-Mac for changes to take effect

Step 5: Wait for Help-Mac to Open

• The Help-Mac Quick Support window will open
• This may take 10-30 seconds
• You’ll see a window with your connection information

Step 6: Share Your ID and Password

Once Help-Mac opens, you’ll see two important pieces of information:

1. Your ID – A number like: 123 456 789
2. Password – A random password like: aBcD1234

Step 7: Accept the Connection Request

• When the IT technician connects, you’ll see a popup asking for permission
• Click “Accept” to allow the remote connection
• The technician can now see your screen and help you

During the Support Session (Mac)

• You’ll see the technician’s cursor moving on your screen
• You can watch everything they do
• Feel free to ask questions at any time
• To end the session, simply close the RustDesk window or click the Disconnect button

Privacy & Security

✓ The connection is encrypted and secure
✓ You must approve each connection
✓ You can end the session at any time
✓ The technician can only access your computer when Help-Mac is running