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Preparing for your Audio Support session

Anydesk Remote Software

In order to diagnose and carry out technical support work Audio Support uses remote desktop software called Anydesk which is free for our clients to download and use. 

Download Anydesk for Mac OS

Download Anydesk for Windows

Important info

Mac users – Mac OSX Catalina and above needs some small changes in the System Preferences to allow remote software to connect. Please see guide here.

If you are unsure about how remote desktop software works and would like your Audio Support technician to help you with the installation process at the start of your session that’s no problem. We know that clients contact us because they need help with software. Not more problems and things to install!

The UK internet provider Talk Talk blocks all remote software as part of its Home Safe package. See here for more info and how to temporarily turn off Home Safe. As far as we’re aware Talk Talk is the only internet provider that blocks remote software.

How We Connect

For UK based clients we normally speak via mobile/landline. Your technician will call you at the start of the session.

For international clients Whatsapp voice chat is our preferred method. We can also speak via Zoom, Google Meet, Facebook Messenger or whichever method suits you. Let us know and we can arrange how we will connect via email or Whatsapp.

Session Checklist

At the start of your session your technician will ask you about the following:

  • Computer
  • Operating system
  • DAW
  • The problems you are experiencing
  • Specific error codes

Feel free to send this information and any other supporting info you think will help your technician in advance of the session.

What if I need to rearrange or cancel?

If you need to rearrange or cancel a booking please contact Head Technician Paul ASAP. We can usually be flexible and rearrange if you give us at least 3 hours notice before the agreed session start time.

We don’t offer refunds if the client misses our agreed session start time or cancels less than 3 hours before .

Please note that Paypal charges us for every transaction even ones that are refunded. So if you cancel a session and request a refund Audio Support will refund minus the Paypal fees of 2.9% + £0.3.