Client support
Remote support and ticket submission for Proxurve clients. Support line 317-664-7769, option 2, Monday to Friday 7am to 6pm.
Connect to remote support
Download the remote control tool, run it, and give the nine digit code to your technician. The session only exists while the program is open.
- Choose the button for your computer below to download the remote control tool.
- Launch the downloaded program. It is usually in your Downloads folder.
- Give the nine digit number on screen to your Proxurve technician.
- When the session is finished, quit the program. This makes sure your computer cannot be accessed again until you download and run it once more.
Stuck? Call 317-664-7769 and choose option 2, and we will walk you through it.
Support ticket request
Tell us what is happening and we will pick it up. For anything urgent, call 317-664-7769 and choose option 2 rather than waiting on a form.
Support questions.
How do I reach the helpdesk quickly?
Call 317-664-7769 and choose option 2. During business hours, Monday to Friday 7am to 6pm, you will reach a person in Indiana who has access to your environment. For anything that is not urgent, the ticket form on this page creates a record and is often faster than a call because you can attach screenshots.
Is the remote support tool safe to run?
Yes, and it is designed so that you stay in control. It only allows a connection while you are running it and while you have given the technician the session code. When you quit the program the session ends and nobody can reconnect until you download and run it again. It does not stay installed and listening in the background.
What information should I include in a ticket?
What you were doing, what you expected, what happened instead, and the exact wording of any error message. A screenshot is worth several paragraphs. If it affects more than one person, say how many and whether it started at a particular time, because that usually points straight at the cause.
What counts as an emergency?
Anything that stops the business operating, anything affecting many people at once, and anything you suspect is a security incident. For a suspected breach, call rather than emailing, and do not power the affected machines off. Disconnect them from the network and leave them running.