I'm unable to install the software
Check with your firm's IT administrator. They may need to install the software or change your computer's security settings to allow the installation.
You can also try downloading the one-time support applet as an alternative. You can download this each time you are on the phone with Customer Support.
I can't download or open the one-time support applet
When you download the applet you may be asked 'Do you want to allow this application to make changes to your computer?'. Choose Yes, otherwise it won't download.
If you still can't download the applet, check with your IT administrator. They may need to change security settings to allow the download to complete.
I can't find the downloaded one-time support applet
Go to your Recent downloads or Downloads folder.
You can also press CTRL and then J to bring up your recent downloads in your browser tab.
My session has expired for the Remote Access Tool
Your PIN code may have expired. Ask the customer support agent for a new PIN code.
My session has expired for the one-time support applet
You may have opened an old one-time support applet download.
You'll need to download the support applet again to start a new session.
I want to end my remote session
You can end the remote session by closing the Remote Access Tool app. This will stop the remote access immediately.
I'm being asked for a 6-digit PIN after installing the software
If you are not on the phone with one of our customer support agents, you can close the application without entering a PIN code.