There’s something new in my support, and it makes life easier for both of us. From now on, my remote support no longer runs on TeamViewer but on Microsoft Teams. For you, this means: quick help without any extra software, explained step by step so that you know exactly what to expect.
What you need
It’s nothing out of the ordinary, really. All you need is a computer with an internet connection and either the Teams app or a modern browser such as Chrome or Edge. You don’t need to create an account or buy a licence. I’ll send you a link or give you a call straight away, and we’ll go through the rest together.
Step 1: Accept the call
I’ll either call you directly on Teams or send you an invitation link by email. When you click on the link, Teams will ask you whether you’d like to join via the app or via your browser. Both options work. If you’re unsure, simply select «Continue in this browser», so you won’t need to install anything.
Step 2: Allow microphone and camera access
Before you join the call, your browser will ask for your permission once. A small window will appear in the top left-hand corner asking whether the site is allowed to access your microphone and camera. Click «Allow» there. This is a one-off authorisation and is necessary so that we can hear and, if needed, see each other.
- The browser will ask for access to your microphone and camera; click «Allow»
- If you’ve accidentally selected «Block», you can re-enable access via the small camera or padlock icon at the top of the address bar
- In Teams, you can turn on the microphone by clicking the microphone icon; a line through the icon means it is muted
- You can turn the camera for the video call on or off using the camera icon next to it, whichever you prefer
We need the microphone so that we can talk to each other whilst we’re looking at the screen together. The camera is optional. For a straightforward support case, audio alone is sufficient; for a consultation, a video feed is often more personal. You can switch both on and off at any time during the call with a single click.
If the buttons are greyed out in Teams
It may be that you closed the browser’s prompt too quickly or accidentally tapped «Block». In that case, the microphone icon, the camera button and sometimes the share button will be greyed out and cannot be tapped. This isn’t a fault; the browser has simply blocked access. You can unblock it again in a few seconds.
To do this, look at the very top of your browser’s address bar, where the web address is displayed. To the left of it, or at the right-hand edge of the line, you’ll find a small icon that you can use to re-enable sharing.
- In Google Chrome: Click on the icon with the two sliders or the padlock on the left-hand side of the address bar, select «Site settings» and set the microphone and camera to «Allow»
- In Microsoft Edge: Click the padlock icon on the left-hand side of the address bar, then «Permissions for this site», and set the microphone and camera to «Allow»
- If access has been blocked directly, a small crossed-out camera icon often appears on the far right of the address bar; clicking on it will also take you to the authorisation page
- Once you’ve made the change, refresh the page once and the buttons will be active again
If you’re stuck at the moment, that’s no problem. Just let me know during the call, and I’ll walk you through it step by step. We’ll have it sorted in half a minute. That’s exactly what I’m here for.
Step 3: Screen sharing
Now here’s the crux of it. So that I can see what the issue is, one of us will share our screen. It works both ways: I’ll show you something, or you’ll show me your problem.
- Click on the share icon in the toolbar, a small rectangle with an arrow
- Choose whether you want to display the whole screen or just a single window
- Confirm the share, and I’ll be able to see exactly what’s on your screen
- You can stop sharing at any time by clicking «Stop presenting»
If you only want to show a specific programme, select the individual window rather than the whole screen. That way, the rest remains private and I really only see what you choose to share.
Step 4: Allow mouse access
This is where the big advantage comes in. As soon as you share your screen, I can request control. A message will then appear at the top of your screen saying that I’d like to take control. If you click «Allow», I’ll be able to move your mouse and type on your keyboard as if I were sitting right in front of your device.
- I click on «Request control»
- The request will appear at the top of your screen
- Just click on «Allow», and I’ll be able to help steer straight away
- The great thing about it is that we can both take the lead: I’ll show you something, then you can take over again
This way, we can sort out most issues in just a few minutes, rather than spending ages on the phone telling you where to click. I’ll take over straight away whilst you watch, or we can do it together.
Step 5: Stay in control
Important for your peace of mind: you are always in control. You actively grant control, and you can end it immediately with a single click on «Take back control». You can also stop screen sharing yourself at any time. Without your explicit authorisation, I have no access whatsoever to your device, and as soon as the call ends, the connection is completely severed.
More than troubleshooting
This method isn’t just useful for quick troubleshooting. I can also use Teams to give you a short training session, show you something step by step, or work with you to put together and send out a newsletter. Whatever needs doing, we’ll sort it out together right there on the screen, without anyone having to get in the car.
Need help?
Next time there’s an issue, I’ll just send you a Teams link and we’ll have a look at it together. Get in touch, whether something’s stuck or you need a quick introduction. One call is all it takes and we’re connected straight away.