Connecting to computer that has virus, won't install MSI
I was trying to help someone out who had one of those fake viruses. She could not connect to the internet in normal mode. I had her reboot to safe mode to see if she could connect, then I had her try to connect to Instant Housecall. It said that it couldn't install in safemode. I deal with a lot of viruses. I am looking for an alternative to my current provider. But I have to be able to connect to them in safemode when the viruses do not allow them to connect to a webpage. Is this something that is being fixed, or is there a work-a-round?
Mark
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You can use the Safe Applet. It’s at the bottom of your support portal.
Sometimes, malware or system configuration can prevent Instant Housecall from installing on your Customer’s machine.
The most common reasons are because your Customer’s PC is:
1) in Windows safe mode
2) infected with malware
3) unable to run a Windows service
4) does not have administrator privileges
Using the Instant Housecall Safe Applet, you can remote support almost any PC, even if your customer doesn’t have privileges.
The Safe Applet provides a special installation of Instant Housecall.
You can run the safe applet in two modes: with service and without.
If your Customer’s PC won’t connect or can’t run a Windows Service, answer “N” to run Instant Housecall in safe mode without the service. That will give you a basic installation of the software that lets you view and control the remote computer.
If you answer “Y”, it lets you do more advanced things like UAC elevation and file transfer.
In general, if you can install the service, you should. If you can’t, fall back to running without.
The “service” is a Windows Service that provides more advanced features like reboot and reconnect, file transfer, and unattended access. You’ll get more features by running with the service on, but in cases where you can’t, running without the service still lets you view and control a remote PC.
If you’re using a direct download link on your website, add “&mode=safe” to the URL.