Remote Helpdesk

Remote help desk

In order to be able to help you from a distance, Nordined - Prequest makes use of NetViewer One2One, a NetViewer Corp. product. This page provides you with a step-by-step guide to using this software. You can start a session by clicking on the icon below.

   Remote Helpdesk

How does it work?
NetViewer allows two people to simultaneously view each other’s PC screens, and to give each other access rights to their PC as required. In this way, our support staff are able to provide optimal support during problem solution. Commonly-asked support questions, such as “what do you see on your screen now?” no longer need to be asked, as the support engineer has direct access.

One of the major advantages of this software is that nothing needs to be installed, only started. The picture below gives a brief overview of how this software works.

Remote Helpdesk


1. Telephone contact
The first step in making contact is to get in touch by telephone with a member of the Nordined – Prequest support team, who may suggest starting a NetViewer session to look at the problem.

2. Start the software
When you click on the Start NetViewer Client link at the top of this page, the client program will be retrieved. You can then choose to start it directly, or first store it on your computer (on your desktop for example) and then start it. When the programme has started, it will prompt you to enter a unique code. This code is different for each session, and will be provided to you by the Nordined - Prequest team member. Because the session can only start after you enter this code, it is never possible for a Nordined - Prequest team member to view your screen without you knowing it.

Remote Helpdesk

Once the communication between your system and our own is established, you have to provide the Nordined - Prequest team member with permission to view your screen during this session. You do this by clicking on “Yes” (Ja) in the window that is shown below.

Remote Helpdesk


3. Connection is established
After the connection is established, the Nordined - Prequest team member can view your screen and, if necessary, operate your computer. You can disable this by pressing the F12 key, which will prevent the Nordined - Prequest team member from viewing your screen.

Remote Helpdesk


During the session, you have a number of options via the NetViewer panel:
  • Watch: View the screen of the Nordined - Prequest team member.
  • Show: Let the Nordined - Prequest team member view your screen.
  • Remote on: The Nordined - Prequest team member will be able to remotely control all available applications on your computer.
  • Remote off: The Nordined - Prequest team member can only view your screen.
  • F11: Press the F11 key in order to disable all remote control rights.
  • X: Disconnect.

Is it safe to use this software?
NetViewer is fitted with a number of security mechanisms to make sure that it can be used without any concerns for data security:
  • Random session numbers are required to start a session
    The randomly-generated session numbers ensure that you connect only to those to whom you want to connect.
  • 128 bit encryption
    Every NetViewer connection is encoded with an algorithm that meets the SSL standards, in this case the 128 bit Blowfish algorithm.
  • No remote control without your explicit permission
    As standard, the system starts in “view-only” mode. If required, you can provide the Nordined - Prequest team member with remote access rights. You can immediately disable these rights by pressing the F12 key.
  • Selection of the applications to be viewed
    The 'application selection' option allows you to specify which application the Nordined - Prequest team member is allowed to see.
  • Disconnection is possible at any time, with a simple mouse-click
    Both participants can at any time break the NetViewer connection by clicking on the "exit" button.
  • The authenticity of the NetViewer software is assured
    The NetViewer software makes use of a VeriSign certificate. This certificate provides assurance that the software is original software, so you can be sure of its integrity.
  • What are the conditions for using this kind of support?
    By agreeing to use this software, you give Nordined - Prequest permission to view your computer screen and, if required, to have control over some of your computer functions.