As of May 2026, PPS Support has moved from using TeamViewer to HelpDesk by RemotePC for remote support sessions. This change allows our Support team to continue providing secure remote assistance when you need it. If you have previously connected with our Support team using TeamViewer, please note that future support sessions will now use HelpDesk instead.
🛟Remote assistance using HelpDesk
On occasion, a PPS Support engineer may need to remotely connect to your computer in order to assist with troubleshooting, configuration, training, or investigating an issue.
PPS Support uses HelpDesk by RemotePC to provide secure attended remote support sessions. The connection is temporary and can only be established with your permission.
Your support engineer will provide you with a session link or access code when remote assistance is required. Once connected, you will be able to see all activity taking place during the session and can end the connection at any time and an on-screen chat feature allows you to easily communicate with our team.
🛠️Starting a remote support session
Our PPS Support team will start a new secure session for you and provide a link for you to connect either via email or a numerical code which can be entered directly into the HelpDesk website.
You'll then be able to download the file required to launch your session. See below for details on running this file on PC or Mac.
PC
Troubleshooting PPS issues remotely via HelpDesk is often best achieved using the PC's local administrator details. Log in to the PC as admin before starting your session if possible or have admin details to hand as HelpDesk may prompt for admin permissions before allowing some remote support.
A HelpDesk_##.exe will download to your machine, most often to your downloads folder. This file is only valid for your current session and will include your nine digit session code in the title.
Locate and run the HelpDesk file.
Allow any security prompts related to HelpDesk. Once the HelpDesk screen appears as Ready to Connect leave this open to allow us to connect with you.
Mac
A HelpDesk_##.dmg will download to your machine, most often to your downloads folder. This file is only valid for your current session and will include your nine digit session code in the title.
Locate and run the HelpDesk file.
Double click the icon on screen to start session.
Accept permissions or Open on disk image prompts to allow access.
Once the HelpDesk screen appears as Ready to Connect leave this open to allow us to connect with you.