The 8000 mile tech. support call with Skype and Crossloop

It has always amazed me how complicated vendors make it to set up a WiFi network at home. Case in point. I am currently in Saudi Arabia. My sister lives in Vancouver, British Columbia, Canada. She recently received a new laptop and wanted to connect to her WiFi router. When I was out there in 2008 I had set up their home network for them and written down all the important passwords such as the router administrator password and the network key. That was over a year ago and things get misplaced. Thanks to Skype I was able to talk to her about some of the things to do, but without those key passwords, there was skypeonly so far I could go. So I took the last step of resetting the router and proceeded to set up her home network for her. Usually this could have been a very long process if I had to describe this over the phone to someone who is not technical. Trying to explain to a non-techy how to enter http:// by itself can be confusing for some. But I was using Crossloop which allowed me to connect to her laptop and do all the work as if I was sitting right there. Now I know that the latest version of Skype allows you to share screens, but when you are rebooting routers, you loose the connection. So I was using Skype to call her land line. With Skype subscription service, I pay $3 a month for unlimited calling to North America.

crossloop

Crossloop is a very simple program to use. You go to Crossloop.com and register an account. The registration and use of the software is free. Then you download the application and start it up. You have 2 tabs depending on which end of the call you are on. If you are the one needing support, you click on the Share tab. You will be given and 12 digit number. The person doing the support clicks on the Access tab and enters your 12 digit number that you give them, and clicks on connect. After a few seconds the person getting the support is asked if they want to connect, they click on the connect button and say yes they want to allow the person giving the support access to view their screen. From then on it was like was sitting there on the computer in Vancouver (except for the +25 degree difference in temperatures). Crossloop is very secure as it generates a new code for each connection. So there is no need to worry about the support person dialing back in and downloading data. Once the session is ended, the code is no longer valid.

So thanks to technology, a happy ending to the story. My sister is happy and everything is working fine with her new laptop and home network. I wonder what the fee would be for a tech. support call from 8000 miles away?

3 thoughts on “The 8000 mile tech. support call with Skype and Crossloop”

  1. Hi Kevin,

    It’s great that you were able to use the Internet to save time and travel to help your sister.
    For your next 8000mile Support case, would you be interested in checking out Mikogo? This is a free screen sharing app for both Mac and PCs for remote support as well as web conferencing. You can use the app to share your screen with up to 10 people. 256 bit AES encryption is used. Drop by our website http://www.mikogo.com to check it out and let me know if you would like further info.

    Cheers!

    Andrew Donnelly
    The Mikogo Team

  2. Hi Kevin,
    have you ever heard about TeamViewer? TeamViewer is a remote control and desktop sharing solution of the TeamViewer GmbH in Germany (http://www.teamviewer.com). TeamViewer establishes connections to any PC or server all around the world within just a few seconds. You can remote control a partners desktop to give online assistance, or you can show your screen to a customer – all without worrying about firewalls, IP addresses and NAT. TeamViewer also has a lot of other features. All this is free for personal use. Find out why more than 15.000.000 users trust TeamViewer!

    All the best,
    Jasmin
    TeamViewer GmbH Germany

  3. I love using Skype for social interactions and frankly have no idea bout Crossloop as I use RHUB web conferencing and remote support servers for online meetings, remotely accessing computers etc. It works well.

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