What is Remote Assistance?
Canary Remote Assistance is a special tool which connects you directly to a Canary
team member. Your security is maintained, because all connections are outgoing —
only you can connect out and initiate the session, and no trace of the program remains
in memory or in the registry after the session is completed. For the time that the
connection is established, you can share your screen, mouse and keyboard with Canary,
so that your Canary engineer can watch events on screen, and help control your mouse
and keyboard to quickly demonstrate a product feature, or diagnose and resolve an
issue without relaying long-winded instructions via phone or email. It can feel
a bit different at first, but clients quickly find they enjoy being able to sit
back while we take the hard work off their hands!
How does it work?
Canary Remote Assistance uses the Virtual Network Computing (VNC) technology at
its core. This is an industry standard method for remote desktop communication.
When you run the application and click Connect, Canary Remote Assistance attempts
to make a connection to the desired team member. When this connection has been confirmed
by the team member, they are presented with a view of your screen, on their own
computer.
Please note:
- A connection is only made when you explicitly click the Connect button - the software
cannot be activated remotely, not even by Canary. It is safe to keep the application
on your desktop.
- You should always contact a Canary team member before attempting to connect to their
computer. Occasionally, we may ask you to open a connection for us.
- The application does not modify any part of your system — it does not add files,
or change your registry.
- The connection is encrypted, meaning that malicious parties cannot view any information
transmitted.
Get Canary Remote Assistance
Download CanaryRemoteAssistance.exe
[354 KB]
Download Instructions
- Click the link above to download the application.
- If prompted to Save or Open the file, it is suggested you save the file to your
desktop for future use.
- Run CanaryRemoteAssistance from the location you saved it to. You will
be presented with the following dialog:
- Select the Canary team member you wish to receive assistance from in the list, and
then click Connect. Once the team member has confirmed the connection, they will
be able to see the actions you perform, and better diagnose your situation.