NOTE: A chat must first be established with a support agent on our website: rootsmagic.com. These instructions are to be used after the agent determines the remote is necessary.
The following instructions are for customers using Safari as their web browser on their Mac computer.
What this Magic Guide Covers:
A. Finding the Chat Button
B. Starting a Chat with a RootsMagic Support Agent
C. Getting onto Splashtop
D. Giving Splashtop permissions
E. Closing out of Splashtop
1. Open your web browser and go to:
rootsmagic.com
2. Click on the “Chat” button located in the bottom-right side of the RootsMagic webpage.
Starting a Chat with a RootsMagic Support Agent
1. Once you click on the chat button the RootsMagic Support screen will open. Enter your name, and email address, into the two top fields.
2. Under “Choose a department” click on the drop-down arrow and select “Technical Support.”
3. Click into the “Message” box at the bottom of the RootsMagic support screen and type a detailed message letting our support team know what you need help with.
4. Click on the “Start Chat” button when you are finished.
C. Getting Onto Splashtop.
- If your support agent determines that a Splashtop session is needed, they will provide you with the following message, and a link to Splashtop.
- When you see the link: "http://sos.splashtop.com," click on it.
Note: When you click on the link the Splashtop SOS screen will start the download to your computer.
3. Click on the small arrow with a circle around it at the top-right side of your Splashtop SOS download screen.
4. Click on the "SplashtopSOS.dmg" file from the drop-down menu.
5. In the Splashtop SOS screen double click on the Splashtop icon in the middle of the screen to start a support session with your support agent.
6. Splashtop will generate a 9-digit code. You will need to give this code to your RootsMagic support agent through the chat screen.
7. Once the 9-digit code is generated go back to the Chat screen and type it into the message box at the bottom of the screen.
8. Then hit enter on your keyboard to send it to your RootsMagic support agent.
7. Click on the “Please grant permissions for your technician to connect” message when you see it.
D. Giving Splashtop Permissions
Note: If you are doing a Splashtop session with a RootsMagic support agent for the first time, the Security and Privacy Settings screen will open asking you to provide permissions for the Splashtop session. You will not see the Security and Privacy Settings screen again should you need to do another Splashtop with a support agent in the future.
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- Click on the 4 blue “Allow buttons in the Security & Privacy Settings screen starting from the top working your way down.
2. As you click on the “Allow” buttons the Privacy and Security screen will open asking you to enter your Administrator username and password.
3. When you click on the allow button for the “Screen and System Audio Recording” you might get an additional screen asking you to select “Allow.” Click on the allow button.
4. Once the 4 security permissions are granted they will each have green checkmarks next to them.
5. Click on the “Finish” button.
Your support agent will now be able to proceed with the Splashtop Support session..
E. Closing out of Splashtop
When your support agent completes their work, you will need to close out of the Splashtop session.
1. The Splashtop icon will be down on your Dock at the bottom of your computer screen. Click on it to open it again.
2. Click on the red “Disconnect” button to close completely out of Splashtop. Your support agent will no longer be able to see your computer screen.
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