TTSD technicians can forward this user guide to assist staff in installing and requesting help desk remote support.

TeamViewer is a remote support tool that the TTSD IT Department and school technicians are using to remotely connect to your computer (with your approval) to support you with a technical problem from afar.

macOS computer:

Video Instructions

NOTE: staff users need to install the TeamViewer HelpDesk Support app and approve the Screen Sharing permission one time only.

Text Based Instructions

1. Check that you have "TeamViewer Host" in your Applications folder.

2. Install "TTSD TeamViewer Helpdesk Support" from Self-Service if you do not have the application already.

3. Your support technician will ask you to open the TeamViewer Host application.

4. You MAY be presented with the following pop-up screen (we WANT all GREEN "Allowed" icons, but you may have one that reports "Denied"):

5. Click Request Access, click the 'Lock" icon to unlock the system settings, select "TeamViewer Host" in ScreenRecording (under Security & Privacy > Privacy), check the box to the left of TeamViewer

6. You will be prompted to quit & relaunch TeamViewer. DO NOT do this. You can just click "Later"

Windows PC:

Video Instructions

NOTE: staff users must download the TeamViewer app through a link that the TTSD technology team sends out. Please do not install any other remote applications that don't from the TTSD Technology department.

1. You will receive an email from the TTSD technician that you are working.

2. Click on the link in the email to download the TeamViewer Host application.

3. Answer the questions that pop up during the installation. Please select Company when you run across the selection.

Once installed, the TeamViewer icon (blue icon with a bi-directional arrow) will appear at the bottom right of your screen. Double-click to launch the TeamViewer Host app. 

• Click Help Me 
• Click Request Support

iPad:

NOTE: staff must remember to stop broadcasting the iPad screen by click on the RED recording icon next to the Wifi icon on the top right corner.

Please go here on how-to use Google Meet to share your iPad screen.

Troubleshooting scenarios.

• On the agent side, the screen appears black even after initiating the session. This typically happens on Mac computers, instruct the customer to go to system preferences, then click on the Privacy tab, on the left side column on the window, scroll to look for screen recording, then on the right-side column place a checkmark on TeamViewer agent. It will ask to quit and restart the application or do it later, you can click on later and the session will still be active.
• On the agent side, you are not able to take control of the computer. Open system preferences, then security and privacy, click on Privacy tab, on the left column scroll to look for Accessibility, select it and then on the right column give a checkmark to TeamViewer Agent.