• Review the "FAQ" option at the bottom of this page to ensure you meet the system requirements.
• Call COADE at (U.S.A.) 281-890-4566 so that COADE support personnel can assist you. This procedure will not work without the telephone assistance of COADE support personnel.
• Don't click the button below until instructed to do so by COADE support personnel.

Interactive Help - Frequently Asked Questions

How does the service work?
Can COADE support personnel look through files on my computer without my knowledge?
Is it true that COADE support personnel can see everything on my screen?
I have heard that it is dangerous to download from the Internet. Is the Desktop Streaming plug-in virus free?
What are the requirements for this technology to work?

How does the service work?
Once you connect to the service, you'll be prompted to download a small application which will allow COADE support personnel to help you with your problem or question, using chat or one of the Desktop Streaming tools. These tools allow COADE support personnel to share your mouse and keyboard. At any time during a session with COADE support personnel, you can retake control of your computer just by moving your mouse, or pausing the session. In other words, you can have COADE support personnel solve a problem for you while you watch, or you can have COADE support personnel tell you what to do step-by-step. You will be in control at all times.

Can COADE support personnel look through files on your computer without your knowledge?
Absolutely not. The screen-sharing feature is optional. COADE support personnel see only what you see and whatever you decide to show us on your screen. If COADE support personnel think it might be helpful to share your screen or open a file on your computer, they will suggest this and then ask for your permission before doing so. The only way for COADE support personnel to work with your computer is through your explicit request.

Is it true that COADE support personnel can see everything on my screen?
 Yes. However, before COADE support personnel view your screen, they will first ask your permission and request that you close all documents containing private information. Let's say you're having trouble with an AutoCAD drawing or CAESAR II input file, rather than trying to explain the problem, COADE support personnel can tell you what to do (by typing instructions for you in the chat window), or they can do it for you (by using your mouse and keyboard remotely) while you watch and learn. It's like having your own personal expert sitting next to you.

I have heard that it is dangerous to download from the Internet. Is the Desktop Streaming plug-in virus free?
Yes, the Desktop Streaming plug-in is safe. COADE is concerned as you are about this issue, so we perform regular virus checks and updates. This helps us maintain the technology at the highest standard to ensure superior quality service. The warning message you may see on your screen is a default message that is displayed by your browser when you download any executable file. You can feel confident using Desktop Streaming plug-in.

What are the requirements for this technology to work?
For a COADE support personnel to view a your desktop, your computer and network should meet these requirements:
- Internet Explorer, Netscape Navigator 4.0 or later or Mozilla Firefox 1.0 or later
- Required: 28.8Kbps or greater connection, 56K recommended
- Required: Ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server
- Recommended: Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0, XP, or Vista

More information on Desktop Streaming: http://www.gotoassist.com/