Help with Remote Access tool

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.

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.

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.

Your PIN code may have expired. Ask the customer support agent for a new PIN code.

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.

You can end the remote session by closing the Remote Access Tool app. This will stop the remote access immediately.

If you are not on the phone with one of our customer support agents, you can close the application without entering a PIN code.