TripLogik – Remote Assistance Guide using HelpDesk by RemotePC

Why Remote Assistance?

Sometimes, resolving a software issue or completing a setup is easier if a TripLogik technician can temporarily access your computer. Remote help allows us to:

  • Diagnose problems directly on your system

  • Assist with configuration or updates

  • Provide fast and effective support

  • Avoid long back-and-forth explanations

We use HelpDesk by RemotePC, a secure and trusted remote support tool.

How It Works

  • You do not need to install anything permanently

  • You receive a one-time link from us via your support ticket ( think link is unique for this session) 

  • A temporary session is started with your permission

  • You stay in full control and can disconnect anytime

  • Once the Session is over, the remote can no longer work 


Step-by-Step Instructions

A download link will be provided either in your support ticket, by email sent from our support system, or directly from the RemotePC HelpDesk platform.

From the support ticket

  • Open the TripLogik reply and click the remote assistance link.

  • A RemotePC page will open with a unique 9-digit session code.


From a RemotePC HelpDesk email

  • The email will include a “Join Session” button. Click it to begin.



From the support ticket 

Open the ticket reply from TripLogik support and click the remote support linkprovided.

This will open the HelpDesk RemotePC webpage showing a unique 9-digit session code.



From the RemotePC HelpDesk email 

The email will include a “Join Session” button. Click it to begin.


In the opening window

  • Enter your name so you can be identified in the session.

  • You will then be redirected to the HelpDesk download page.




2- Start the Download and Save the File

  • Click Agree

  • Click Download




Save the file in the Downloads folder (this is usually the default). 

Step 5 and 6 


Note:
Most browsers (Chrome, Edge, Firefox) automatically save the file to your Downloads folder.
If prompted, select the Downloads folder and click Save.


In your browser, click the downloads button.

It will show you the latest file you just downloaded 

Double-click the file to launch it.

 


Tip: If you can’t find your Downloads folder:

  • Press Windows + E to open File Explorer

  • Click Downloads in the left menu

Once downloaded, you will see a file named something like HelpDesk_xxxxxxxxx.exe. This is the remote assistance tool.

3- Run the Downloaded File

Once the file is downloaded: 

  • Open your Downloads folder (or check the browser’s bottom bar)

  • Double-click the file (e.g., HelpDesk.exe) to launch it

4- Install and Connect

  • The application installs automatically and prepares the remote session

  • The technician will be able to connect once you authorize it




TIP:  Windows May Ask for Confirmation

During installation, you may see a Windows security prompt (User Account Control):

“Do you want to allow this app to make changes to your device?”
Click Yes to continue.

Some versions of Windows will flash a notification on the taskbar (usually a shield icon).
Click the flashing icon at the bottom of your screen if nothing seems to happen, as it may be waiting for your confirmation.

5- Wait for the TripLogik Technician

Once confirmed, please wait for the TripLogik agent to start the session.




Your Privacy is Important

What you need to know about the assistance remote session 

  • We recommend closing any personal information before starting
  • You will see what the technician is doing on your screen
  • You can end the session at any time
  • No software is installed without your consent 
  • It is impossible for the technician to log back to your computer again, once the session is closed and terminated.
    Once you close the RemotePC HelpDesk, you must restart the 5 steps, in order to give access again.  


For more information about HelpDesk RemotePC, please consult the HelpDesk FAQ
Frequently asked questions - RemotePC™ HelpDesk security  

© TripLogik 2025