Zoho Assist is a remote support tool that allows the CareScribe Customer Support team to access your computer or mobile device to troubleshoot and resolve issues.
The CareScribe Customer Support team can take control of your computer or mobile device to show you how to complete a task, run diagnostics, or allow us to resolve an issue you may be experiencing.
Note
No personal information is stored or collected when we remote onto your device. You must grant permission for a technician to access your computer specifically.
If you have booked a support call, the Customer Support team will email you inviting you to join a remote support session. You may need to download the software first for this to work.
Follow the steps below to understand what steps you need to take to get this working.
Windows
You will have received an email inviting you to join a remote support session. Click on "Join Session" within the email.
You will then be taken to a page where you can download and install the software so the Customer Support team can control your device.
Click on "Agree and Download", and a file called ZA_Connect.exe will be downloaded to your downloads folder. Once it has finished downloading, click on this file to open the download.
A new window should appear asking, "Do you want to allow this app to make changes to your device?" You need to click on the "Yes" button.
A new tab should open asking if you want to join the session; just click the "Join" button.
Tip
Occasionally, your Windows Defender will block some features if you click on "public networks" and then the "allow access" button. This should still allow us to gain access.
MacOS
You will have received an email inviting you to join a remote support session. Click on "Join Session" within the email.
You will then be taken to a page where you can download and install the software so the Customer Support team can control your device.
Click on "Agree and Download", and a file called JoinMac.dmg will be downloaded to your downloads folder. Once it has finished downloading, click on this to open the file.
A new window will appear, asking you to double-click the icon to join a remote support session. If prompted, click "Open" to confirm that you wish to open a file downloaded from the Internet.
You will be prompted to say that a remote support session will start with a technician. Click on Join.
When opening this for the first time, you will be asked to grant Zoho Assist permissions for Screen Recording and Accessibility. Click on "Proceed", "Configure", and then "Open System Settings".
You must enable the toggle button for Zoho for both Screen Recording and Accessibility. Each time, you will be prompted for your password or TouchID.
When prompted, click "Quit & Reopen", and Zoho will reopen the application and ask you to join the session again.
iOS/iPadOS
You will have received an email inviting you to join a remote support session. Click on "Join Session" within the email.
You will then be asked to download the "Customer App—Zoho Assist" from the Apple App Store. Download, install, and open this application.
Following the on-screen instructions, click "Next" and "Agree & Continue". You will then be greeted with a screen asking you to confirm a few things before starting the connection. Check all of these boxes and then press "Allow".
Finally, you will be asked to "Start Broadcast" to share your screen with the technician. Click on this, then swipe up from the bottom to hide this screen.
To end your session, click on the red X in the top right-hand corner and press "Leave Session".
Android
First, open your emails on your Android device with the session link. Then click on "Join Session".
You will be prompted to download the Customer App - Zoho Assist, from the Google Play Store.
Allow Zoho Assist to send you notifications.
You will be asked to accept a series of prompts and press "Allow".
Once you have done that, you will be prompted to broadcast your screen so we can see it. Click on "Start Now".
You may be prompted for other permissions. Please allow all of these permissions during the course of your session.
To leave your session, click the red X in the top right-hand corner and press "Leave Session".