Install the one-time use support applet

Terms of using the applet

The one-time use support applet allows a Customer Support agent to view and control your computer.

Please remember:

only use the Remote Access tool if you've been instructed to do so by a LINZ customer support agent
do not leave your computer unattended during the phone call
you can end the remote access or phone call at any time.
Download the Remote Access Tool for future support:

Your system settings may prevent you from downloading this applet. If this happens contact your IT administrator for help.

Steps to install the applet

1: Agree to remote access with the customer support agent.

First, agree to remote access with the customer support agent.

2: Close any confidential documents.

Close any confidential documents or anything you don't want our customer support agent to view.

3: Enter your name and download the support applet.

Enter your name and select Download Support Applet.

A field labelled 'Please enter your name' is seen under the heading 'Access one-time user support applet'

4: Open the downloaded file.

The applet will download to your Downloads folder. It may take up to 1 minute to appear.

Find the file Support-LogMeInRescue.exe and click on it to open it. Make sure you choose the most recent download.

The Support-LogMeInRescue file in the downloads folder

You can also go to the search bar on your browser and hold down CTRL and then press J to bring up a list of recent downloads in your browser tab. Then select Open file to open the applet.

A Terms and Conditions window will appear.

5: Accept the terms and conditions.

Use the vertical scroll bar to view all the terms and conditions in the window.

Select Accept.

The accept and decline buttons for the Remote access Terms and Conditions.

6: Wait for the agent to accept your connection.

A message will appear saying that you are connecting and then connected. Wait for the customer support agent to accept your connection.

Example of message saying "A support representative will be with you shortly"

Once connected a message will say: Support session established with [agent name].

Message that a particular customer support agent has connected.

7: Accept request to view and control your computer.

The customer support agent will send you a request to view and control your computer.

Review the actions and select OK if you accept. Select Cancel if you want to decline remote access.

The Agree and Cancel buttons, where you will give your approval for a customer agent to connect to your computer

You can end the session at any time by closing the application.