Sometimes, an engineer may request a remote connection to your PC in order to diagnose an issue.

1. Open Internet Explorer (or other browser), and go to There is also a link on the ITbuilder support portal ( in the middle under Remote Support.

2. Click 'Download Remote Support' and then 'Run' the .exe file.

3. If it is the first time this computer has connected to ITbuilder remote support, a small window will pop up with the ITbuilder logo and a loading bar at the bottom.

4. Once this is complete, you may be asked 'Do you want to allow the following program to make changes to your computer?'. Click 'Yes'.

5. Accept the disclaimer notice, enter your name, company and select the ITbuilder engineer that you require (if applicable). Then click 'Submit'.