TRUX stands behind our products and we pride ourselves on our unparalleled after sales support. Follow the links below to access our support pages, which will explain the support features available to your users.
Existing TRUX customers can submit support requests from the TRUX web site. Your requests will be sent directly to the TRUX Technical Support department. Submit a Support Request.
TRUX Technical Support can connect to your desktop to help your troubleshoot and resolve technical issues. It's just like having your TRUX support representative sitting beside you at your desk! Learn more about the TRUX Support Portal.
Download TRUX logos and desktop wallpapers to use on your own machine. Download some "TRUX-abilia" for your computer.
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For assistance with an issue, you may contact the TRUX Technical Support department and request remote assistance. An access code will be provided which will allow us to connect to you in real-time and help diagnose your issue or demonstrate possible solutions. We welcome your feedback.
Here's how to get real-time computer help right on your desktop:
For a support representative to view a customer’s desktop, the customer should meet these requirements:
For a customer to view a support representative’s desktop, the customer should meet these requirements:
Answer: Once you connect to the service, you'll be prompted to download a small application which will allow one of our support representatives to help you with your problem or question using Chat or one of the tools which will allow the support representative to share your mouse and keyboard for quick, easy service. At any time during a session, you can retake control of your computer just by moving your mouse or pausing the session using the application. In other words, you can have our support representative solve a problem for you while you watch, or you can have the support representative tell you what to do step-by-step. You will be in charge at all times.
Answer: Absolutely not. Our screen-sharing feature is optional – your representative sees only what you see and whatever you decide to show him/her on your screen. If a support representative thinks it might be helpful to share your screen or open a file on your computer, he/she will suggest this and then ask for your permission before doing so. The only way for a support representative to work with your computer is through your explicit request for service.
Answer: You may save the Chat dialog between you and your support representative. This feature is available in the Chat box where you and your support representative communicate. To save a copy of your Chat dialog, go to the File menu in the Chat box and select Save Chat Log. By saving your Chat dialog periodically throughout your session, you will always have the most current log on file. Once you have chosen this option, a window will pop up asking where you would like to save the file. The file will be saved as chatlog.txt by default, but you can easily rename it. Finally, click Save to save the file. After you have saved the session you can open the file and print your Chat dialog.
Answer: Yes. But before your support representative views your screen, he or she will first ask your permission and request that you close all documents containing private information. Let's say you're having trouble finding an updated video driver on the Web. Rather than calling a phone number and trying to explain the problem, a live support representative can tell you what to do (by typing instructions for you in the Chat window), or he or she can do it for you (by using your mouse and keyboard remotely) while you watch and learn. It's like having your own personal support representative sitting right next to you.
Answer: Yes, the plug-in is safe! We're as concerned as you are about this issue, so regular virus checks and updates are conducted. This helps us maintain our technology at the highest standard to ensure superior quality service. The warning message you may see on your screen is a default message that is displayed by your browser when you download any executable files. You can feel confident using this plug-in.
Answer: At the beginning of a screen-sharing session, you and your support representative are connected via a communication server. The screen data that is passed between you and your support representative during a session is highly compressed using proprietary technology that can be viewed only with GoToAssist software. This data is also encrypted using 128-bit Advanced Encryption Standard (AES) encryption. Privacy principles are TRUSTe compliant. After the session has ended, your support representative can no longer see your screen or access your computer unless you make another explicit request for support.
Answer: The downloaded file stays on your computer; however, the file is useless without a new encryption key. To download a new encryption key, you would need to initiate a subsequent session with a support representative. Screen-sharing sessions have to be initiated by you, not a support representative.