Illumina Support may ask to perform a remote desktop share to aid in answering questions and troubleshooting issues on your device. Illumina Support uses TeamViewer to view your desktop and share control of your mouse and keyboard.
To use TeamViewer, you need to perform a one-time download of TeamViewer Quick Support (Linux, Mac, or Windows). On the TeamViewer page, scroll down to the QuickSupport download. Do not download TeamViewer found at the top of the page.
Illumina Support will prompt you to launch the TeamViewer QuickSupport application. After launching, provide Illumina Support with the ID and password shown in the QuickSupport application. Your ID is specific to the computer/instrument the application is installed on and will not change. Your Password will change every time the QuickSupport application is launched. Illumina support can only connect to your computer if the QuickSupport application is open and they have your current Password.
With your permission, your Illumina Support representative can view your screen and share control of your mouse and keyboard. You are in full control of your computer at all times. You can override control of your mouse and keyboard and end the screen-sharing session at any time.
After downloading QuickSupport, you will need to install the application to your system.
Installation is not needed on Windows systems, but it is recommended that you move the QuickSupport.exe file to your desktop for convenient access.
The TeamViewer ID is a unique ID that each computer is assigned after installing TeamViewer QuickSupport. This ID remains the same even if TeamViewer has been removed from the computer and re-added. The unique ID is required along with a password in order for Illumina Support to connect to your computer. For greater security, the required password changes every time the TeamViewer application is launched.
TeamViewer QuickSupport is a quick and easy way to connect to your instrument without requiring you to install any programs or obtain a license. The TeamViewer QuickSupport Application is an executable application that only needs to be downloaded once. After TeamViewer QuickSupport is on the computer, you can launch the program and provide the TeamViewer ID and password to Illumina Support.
The compressed download file for TeamViewer is approximately 20 MB. After extraction, the file is approximately 40 MB.
For detailed security information, refer to the TeamViewer Security site.
If you are unable to use TeamViewer, follow the instructions here to receive support.