Knowledge Base

Using Acronis Remote Assistance for troubleshooting 

Introduction

In some cases, an Acronis Customer Central (ACC) representative might ask you to run Acronis Remote Assistance (software) in order to access your computer. This is done to help troubleshoot a possible issue that you may have.

Acronis respects your privacy, and no confidential or sensitive data is viewed or gathered. See also Acronis Privacy Statement.

Solution

Running Acronis Remote Assistance without installation

1. Download Acronis Remote Assistance and run it;
2. Provide your ACC representative with the ID and Password of the session:

   

   Your machine will not be accessible over Acronis Remote Assistance after you close Acronis Remote Assistance.

(!) If you have active Remote Desktop (RDP) connections from the machine where you run Acronis Remote Assistance and RDP windows are minimized, they may interfere with Acronis Remote Assistance functionality. To prevent possible issues, it is recommended to close all RDP connections before using Acronis Remote Assistance or not to minimize them.

More information

Please contact your Acronis Support Agent if you have difficulties with the above.

Also, please see the Acronis Privacy Statement. The Acronis Remote Assistance connection will only be used to address an Acronis support case.