Assisting Your Loved Ones Remotely in Mastering Their Latest Gadgets
If you're the kind of tech enthusiast who regularly keeps up with tech news, you probably find yourself as the go-to tech support for your friends and family. It's likely that they reach out to you when they encounter tech issues, and with your helpful nature, you're more than willing to assist. This can make for a great setting for get-togethers if you live nearby, but for those who don't, troubleshooting can be a frustrating experience over the phone. But worry not! You have more options now than just grumbling into your phone.
Guide them through their tech problems through a video call
If at all possible, avoid using a regular phone call to address tech issues. While it can be natural for someone to call you up for help, relying solely on their voice can quickly turn into a problem. Many tech issues can be resolved over the phone, but having the ability to see what you're working with can make the process much faster. For instance, instead of asking your sibling to describe what kind of port is on their TV, you could simply ask them to show you the back of the TV over a video call.
If your family members have questions about their smart TV, speaker setup, smartwatch, or any similar device, it's often best to assist them using a video call. Many smartphone apps, like FaceTime, allow for easy video calls, making it simple for your family member to move the camera around and show you exactly what they're looking at.
Allow them to share their screen
Video calls can be a valuable resource for tech support, provided the device you would usually call on is working properly. If your loved one is having issues with their smartphone, tablet, or computer, having them point a camera at it might not be the most efficient solution. In such cases, asking them to share their screen might be more useful.
Screen sharing was once a more complicated process, but thanks to the popularity of video conferencing apps, it's now easy to access this feature from virtually all modern devices. Your family member can share their laptop's screen to your phone, their smartphone's screen to your tablet, and their tablet's screen to your laptop. The options for screen sharing depend on the device in question.
For Apple users, FaceTime's SharePlay might be the best option. This feature, introduced with iOS 15, allows you to share your screen with other FaceTime participants. With iOS 18, SharePlay is expanding to include screen sharing and the ability to hand over control of your screen to others. Whether your family member is having trouble with their iPhone, iPad, or Mac, they can initiate a FaceTime call, share their screen, and you can help them out.
But regardless of whether your family member uses Apple, Android, or Windows, there are numerous screen-sharing solutions available. Popular apps like Zoom, Discord, Teams, WhatsApp, and Facebook Messenger have this feature built-in. All you need to do is ensure they have the app installed and set up on their device, and initiate the screen share on your end.
Create a screen recording to help them out
If you and your family member are in different time zones, you could try linking them to one of our in-depth guides on common challenges, such as how to take screenshots on an iPhone or a Mac. However, if you can't find the solution online, or if you prefer to provide a personal touch, you can create a screen recording to explain the necessary steps. Screen recordings can be easily created on both Android and iPhone devices, as well as on Windows PCs and Macs.
If you have a Mac, you can make your screen recordings even more useful by using apps such as Keystro or Cleanshot X, which allow you to overlay your keyboard button presses on top of your screen recording. This will enable your family member to follow your tutorial accurately by seeing which buttons to press.
Credit: Keystro
Use an app for remote access
If you're feeling adventurous, gaining remote access to your family member's device can greatly simplify the tech support process for you. Of course, this involves setting up remote access remotely, something that can be a challenge in itself. You'll need to use one of the previously mentioned methods to set up and install your remote access app of choice, and your family member will need to follow your directions. Good luck!
Unfortunately, remote access predominantly works on Macs and PCs. When it comes to iPhones and Androids, the so-called "remote access" tools you'll come across are essentially advanced screen-sharing applications. Even a suggested app, accessible on mobile devices, only offers screen mirroring when you wish to share control of a phone.
There are a multitude of avenues to achieve remote access to a Mac or PC, but the easiest is by using an application such as TeamViewer. TeamViewer essentially transforms remote access into a unique ID and password; your acquaintance will share this information with you, and instantly, you'll gain access to their entire computer, be it from your own device, smartphone, or tablet.
It would be wise to embark on a screen-sharing session while configuring this application, as communicating these intricacies over the phone might prove challenging.
Utilizing TeamViewer for Remote Computer Access
Instruct your friend to visit teamviewer.com, press "Download for free." Follow the same steps, or if you're installing on mobile, download TeamViewer Remote Control for iOS or Android. Encourage them to install the program just as they would any other software. On Windows, installation is relatively straightforward; choose "Default installation," then agree, and permit TeamViewer to modify your device settings.
If they're operating a Mac, they'll encounter three distinct security settings that need enabling. Fortunately, TeamViewer provides a pop-up explaining which settings must be activated; Screen Recording, Accessibility, and Full Disk Access. If the pop-up fails to appear, locate all three options under System Preferences > Security & Privacy. After clicking on each setting, enable TeamViewer. If you can't find the option, click the "(+), then select TeamViewer from your list of applications.
At this juncture, your friend will now possess a unique TeamViewer ID and password. Enter that ID in the "Control Remote Computer" field within your TeamViewer app, then input the password when prompted. Upon completion, you'll be treated to a window displaying your friend's computer screen on your device! Multiple adjustments are available, but essentially, you now have control over their computer.
Once the tech support session concludes, click the (X) in the TeamViewer window. It's also crucial to ensure no unauthorized individuals have access to the ID and password entered earlier. While remote access can be highly practical, it can also pose a significant cybersecurity risk in the wrong hands. Emphasize this point to avoid transforming your helpful remote session into a cybersecurity disaster.
Sharing your screen during a video call can be more helpful than describing problems over the phone. For example, if your sibling is having trouble identifying a port on their TV, you can simply ask them to show you the back of the TV during a video call.
If your family member's device is having issues, asking them to share their screen can be more efficient than relying on a video call alone. Many video conferencing apps allow for screen sharing, making it easy to see and address the problem directly.
