Here are some great tips to save you time when you call for technical support....
1. Set aside some quiet time for the call. If you are having to collect rent from tenants, deal with the kids, or shout over a jackhammer, you may not get the most out of your call.
2. If you have anything that will take a while to explain, such as an error message, a screen display, or a report, just write it down or take a screen shot, and attach it to a support ticket ahead of time.
3. We'll need to connect to your computer remotely, call us at (512) 288-1305 (10am-2pm CST M-F) and see if someone is available or schedule a time. The REMOTE CONNECTION INSTRUCTIONS are below.
4. Know your exact Tenant File version number. To get that, you have to go into the Tenant File program, go to Settings > File Operations > Tenant File Information.
5. Remote connections for paid support are only for 30 minute support calls. We highly suggest that you get prepared early, so that none of your paid time is used trying to establish a connection. We have to serve a lot of customers and cannot keep others waiting. That means we will have to end the call right after 30 minutes. If you think need more time, we'll try to schedule another call as soon as possible. Once you have the connection established, do not close any windows on your screen.
6. Please be courteous. Our technical support staff will be professional and polite, so please be nice to them.
REMOTE CONNECTION INSTRUCTIONS
IMPORTANT: DO THIS ONE OR TWO MINUTES BEFORE YOUR SCHEDULED TIME:
Step 1: Go to the Tenant File website at http://tenantfile.com, then click on the 'word' SUPPORT at the top navigation bar. (Don't drop down the choices, just click on 'SUPPORT')
Step 2: Under the picture of the guy with headphones, click the button labeled 'REMOTE CONNECT'.
Step 3: That will download a file in your download folder called 'SplashtopSOS.exe' Often you will see a down arrow at the top of your screen with the file name displayed when you click on the arrow it. Click to run the file.
Step 4: Follow the instructions on your screen, which will give you a 9 digit number to provide the technician. Give us a call at the designated time and the technician will connect to your computer and assist you.
