Remote Support Access:
To assist in helping you, a Support Specialist may request remote access your computer using a program called “TeamViewer”. If requested, you will be guided through a simple download and installation process.
Helpful Tool for Troubleshooting Speed Issues:
To make it easier for us to diagnose connectivity issues, we have a script for obtaining all the details we need. When you click to download the script file, your web browser will probably display a warning about it being a potentially malicious script. It really isn’t. Please “Allow” or “Unblock” the script and confirm that you want to download it. Then “Run” or “Save” the file. If you saved it somewhere on your computer, locate it and then Right-Click on it and select “Run as Administrator”. You should be asked if you’re certain you want to run the tool. Click “Yes”. The process may take several minutes. When finished, the script will create a text file on your desktop, named “Rippl_test_result”. You can then send the contents of that text file to us via email. If it fails to create the text file or if you cannot find it, the test results will also be copied to your “clipboard” and you can then paste them into an email.
Download the Connection Troubleshooting Tool Script