Remote support
Remote support: start your session with My Dental IT
Contact us first so we can set up your session, then join it in the remote support portal below. We connect to the computer that needs help and work on the problem while you watch.
My Dental IT remote support portalremote.mydentalit.com
How it works
How to start a remote support session
Every session starts with a conversation, so the session you join is one we set up for you.
Contact us first
Call, email or send us a message so we know you need help and can set up a session.
Open the portal
On the computer that needs help, open this page and use the remote support portal above.
Join your session
Follow the instructions on the portal page to join the session we set up for you.
Watch us work
We work on the problem while you watch on your screen, and we tell you what we changed.
What it is
What remote support means for your office
Instead of reading an error message to us over the phone, you let us see the problem on your own screen and work on it from our end. Patient information may be visible during a session, and every customer has a signed HIPAA business associate agreement with us to protect patient confidentiality. Before you start a session:
- Note what went wrong, including any error message and when it started.
- Sit at the computer that needs help, switched on and connected to the internet.
- Close patient charts you do not need, so only what matters is on screen.
Remote support is different from remote access for your team. If staff need to work from home, see internet, phone and remote access for dental offices.
Stay in controlHow a session with us works
- Only sessions you asked forWe set up every session after you contact us
- You can watchWe work on the problem on your screen while you follow along
- Patient privacyCovered by our signed HIPAA business associate agreement
- Questions?Call or email us before, during or after a session
Only join a remote support session you asked for
Start a session only when you have contacted My Dental IT, or when we have asked you to. A remote session lets the person on the other end work on your computer, so it matters who that person is.
Never let someone who calls you unexpectedly claiming to be IT support connect to your computer, even if they sound official. Hang up, then contact us yourself using the phone number or email on our contact page.
Warning signs
How to spot a tech support scam
- An unexpected call, email or pop-up saying your computer has a virus or a problem.
- Pressure to act right now, before you have time to check.
- A request for passwords, payment or gift cards to fix the problem.
Questions
Remote support questions
What is remote support?
Remote support lets us work on a computer in your office over the internet. Once you join a session through our portal, we see the problem the way you see it, so nobody has to describe it over the phone, and you can follow along on your screen. It is one part of how we look after your practice, alongside the rest of our dental IT services.
Do I need to call before I open the portal?
Yes. Call, email or use the form on our contact page before you open the portal. That way the session you join is one we have set up for you. It also means you always know who is connecting to your computer, which matters because scammers often pretend to be IT support.
What if the remote support portal does not load?
Check that the computer is connected to the internet, then try opening the portal again. If it still does not load, call or email us and describe what you see on the screen, including any error message. We can talk you through it or find another way to help.
Can you help without remote access?
Remote support is one way to get help, not the only one. Call or email us and describe what is happening, including any error message, and we can talk through the problem with you and agree on the next step. If you have concerns about a remote session on a particular computer, tell us when you get in touch.
Something not working? Tell us first.
Get in touch, and we’ll set up a remote support session or talk you through what to do next.