Remote Support
Evening Computing provides remote support for computers, phones and tablets when the device and internet connection are suitable for the work being carried out.
For most attended remote support sessions we use Splashtop SOS. You open SOS when support is required and provide Evening Computing with the session code shown on your device.
For longer work, new or rebuilt computers, or work where several restarts and reconnections may be required, Evening Computing may instead ask you to install Splashtop Streamer.
Only start a remote support session or install Splashtop software when Evening Computing has asked you to do so. If you were not expecting remote support, do not provide a session code.
Choose your device
The remote support process differs depending on the type of device you are using. Choose your device below to go directly to the appropriate instructions and download option.
Using remote support on Windows
For most Windows support sessions, Evening Computing uses Splashtop SOS. The SOS application is downloaded and opened when support is required and does not need to be installed as permanent software.
After downloading Splashtop SOS:
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- Open the downloaded SOS application.
- Wait for the session code to appear.
- Give the session code to Evening Computing when requested, normally by telephone.
- Keep Splashtop SOS open while the remote support session is taking place.
The session code allows Evening Computing to connect to the attended SOS session you have started.
If SOS is closed, or if another connection is required later, Evening Computing may ask you to open it again and provide the session code shown at that time.
Using remote support on a Mac
Splashtop SOS can also be used for attended remote support on a Mac. The basic process is similar to Windows, but macOS may require additional permissions before Evening Computing can view or control the Mac as required for the support work.
After opening Splashtop SOS:
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- Follow any macOS permission prompts that appear.
- Wait for the session code to appear.
- Give the code to Evening Computing when requested, normally by telephone.
- Keep Splashtop SOS open while the support session is taking place.
If the required Mac permissions have not previously been allowed, the process can involve several additional steps. These permissions have to be approved locally on the Mac. Evening Computing can guide you through the process if required.
Using remote support on an Android phone or tablet
On an Android phone or tablet, Splashtop SOS is installed as an app rather than simply opened as a temporary desktop application.
Once the app has been installed:
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- Open Splashtop SOS.
- Give the session code shown in the app to Evening Computing when requested.
- Follow any permission instructions that appear on the device.
- Keep the SOS app open while support is taking place.
The type of remote access available can vary between Android devices. Screen viewing is normally available, while remote control may depend on the device, Android version and permissions that have been enabled. Some devices may require an additional Splashtop component or accessibility permission.
View Splashtop’s Android SOS instructions
View Splashtop’s Android remote control requirements
If additional permissions are required, Evening Computing can guide you through the relevant steps.
Using remote support on an iPhone or iPad
Remote support on an iPhone or iPad works differently from support on a Windows computer or Mac.
Splashtop SOS allows Evening Computing to view the screen you intentionally share, but it does not provide remote control of the iPhone or iPad. You therefore remain in control of the device and carry out the actions while Evening Computing guides you.
Once the app has been installed:
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- Open Splashtop SOS.
- Give the session code to Evening Computing when requested.
- Follow the instructions on the device to start screen sharing.
- Keep the SOS app and screen sharing active while support is taking place.
The iPhone and iPad process involves more steps than a normal Windows SOS session. Splashtop therefore provides detailed instructions for starting and ending the screen sharing session.
View Splashtop’s iPhone and iPad instructions
If you have difficulty starting the screen share, Evening Computing can guide you through the process by telephone.
When Splashtop Streamer may be more appropriate
Splashtop Streamer is different from Splashtop SOS. SOS is normally the first choice for an attended support session, while Streamer can be more suitable where the work requires remote access to remain available for longer.
Evening Computing may ask you to use Streamer when:
a new computer is being configured;
a computer has been rebuilt;
the work is expected to take some time;
several restarts or reconnections may be required;
work needs to continue over more than one connection;
repeatedly asking the client to reopen SOS would unnecessarily complicate the support work.
Only install Splashtop Streamer when Evening Computing has specifically asked you to do so.
Streamer is installed software and can provide continuing remote access according to the way it has been configured. This is different from starting an individual attended SOS session using a session code.
Whether Streamer should remain installed after the work has finished depends on the support arrangement and the reason it was installed. Evening Computing will advise you where a change or removal is appropriate.
How remote support works
Remote support allows Evening Computing to work with a device without needing to be physically at the same location. What happens during the connection depends on the device and whether SOS or Streamer is being used.
With Splashtop SOS, you intentionally start the application and provide the session code to Evening Computing. This is normally used when you are present and expecting support. Splashtop currently uses a nine-digit code for SOS attended sessions.
With Splashtop Streamer, the software is installed and configured for situations where a more persistent connection is appropriate. This can be useful for longer technical work or where restarts and repeated reconnections are expected.
During a remote support session, Evening Computing may be able to view the screen and control the device as required for the work. Some devices and operating systems place limits on what can be controlled remotely.
Remote support does not mean that every device previously supported through SOS can subsequently be accessed at any time. The type of access available depends on the software in use and how it has been configured.
Remote support in the UK and internationally
Remote support is not limited by geography in the same way as onsite support. Where the device, internet connections and type of work are suitable, Evening Computing can provide support without the client being close to our Broxbourne base.
Evening Computing provides regular remote support to clients in the UK, as well as clients based in France, Portugal, Spain, South Africa and the United States. Feedback from some of our UK and international clients can also be found on our Client Reviews page.
A sufficiently stable internet connection is required at both ends of the session. Connection quality, latency and interruptions can affect how responsive the session is and whether particular work can be completed effectively remotely.
Not every problem can necessarily be resolved remotely. Some work requires physical access to equipment or to the wider environment. Evening Computing provides onsite support by arrangement at client premises across London, Hertfordshire and Essex where appropriate.
Other IT support and services
Remote access is one method Evening Computing uses to provide support. The wider work can involve individual devices as well as shared business systems, Microsoft 365, Google Workspace, networks, cloud services, security improvements and related technical guidance.
For broader responsibility for business systems and ongoing technical support, review our IT Support for Business Critical Systems page.
You can also review our IT services or view our local IT support coverage across London, Hertfordshire and Essex.
Remote support FAQs
The questions below cover some of the practical points that can arise when starting or continuing a remote support session.
What is the difference between Splashtop SOS and Splashtop Streamer?
Splashtop SOS is normally used for attended support. You open SOS when support is required and provide Evening Computing with the session code displayed on your device.
Splashtop Streamer is installed software and is used where a more persistent connection is appropriate. Evening Computing may use it for new or rebuilt computers, longer pieces of work, or situations where several restarts and reconnections are expected.
Which remote support option should I use?
Use Splashtop SOS unless Evening Computing has specifically asked you to use Splashtop Streamer.
If you are unsure which option is appropriate, contact Evening Computing before installing or changing anything.
Can Evening Computing access my computer after I close Splashtop SOS?
An attended SOS connection depends on the SOS session you have started. Closing the SOS application invalidates the current session code; when the application is opened again, a different session code is generated.
Splashtop Streamer works differently because it can provide continuing remote access when it has been specifically installed and configured for that purpose.
Why might Evening Computing ask me to install Splashtop Streamer?
Streamer can be more suitable where the work is expected to continue for some time, several restarts are likely, a computer is being rebuilt or configured, or repeatedly starting another SOS session would make the work unnecessarily difficult.
It may also be used on devices where ongoing remote support has been intentionally arranged.
What happens if the computer needs to restart?
The appropriate method depends on the device, the software being used and the type of work.
Splashtop SOS supports a reboot and reconnect process in some Windows attended sessions. However, where a job is expected to involve several restarts, repeated connections or work continuing for longer, Evening Computing may choose Streamer instead because it can provide a more practical working arrangement.
Do I need to install Splashtop SOS?
On Windows and Mac, Splashtop SOS is normally downloaded and opened for the attended session rather than installed as permanent software.
On Android, iPhone and iPad, the Splashtop SOS mobile app is installed from the appropriate app store.
Can Evening Computing provide remote support outside the UK?
Yes. Evening Computing regularly provides remote support to clients in the UK and to clients based in France, Portugal, Spain, South Africa and the United States.
Support may also be possible in other locations where the device, connection and nature of the work are suitable.
What internet connection is needed for remote support?
A sufficiently stable internet connection is required at both ends of the session.
Available bandwidth, latency, wireless quality and temporary interruptions can all affect how responsive a remote session is. Some problems can still be investigated over a slower connection, while other work may require a better connection or another approach.
Can Evening Computing support Android phones and tablets?
Yes. Splashtop SOS can be used to provide attended support for Android devices. The exact functions available depend on the device and its configuration.
Some Android devices support remote control after the appropriate permissions or additional component have been enabled, while other situations may be limited to viewing the screen.
Can Evening Computing support an iPhone or iPad?
Yes. Splashtop SOS can be used so that Evening Computing can view the screen of an iPhone or iPad while the client performs the required actions.
Splashtop does not provide remote control of the iPhone or iPad through SOS, so the client remains responsible for tapping, opening settings and making changes on the device.
Having difficulty starting remote support?
If you cannot download or open Splashtop SOS, cannot find the session code, a permission request is preventing the connection from starting, or you are unsure which option to use, please let Evening Computing know.
We can guide you through the appropriate steps for your device.