Contact Illumina Support. A member of our Illumina Support Team will direct you to this page and provide a unique connection code. Enter the code and select Continue to initiate the screen-sharing session.
You will be prompted to download a small virus-free plug-in.
With your permission, your Illumina Support representative can view your screen and share control of your mouse and keyboard. You remain in full control of your computer at all times and can override control of your mouse and keyboard. You can end the screen-sharing session at any time.
Find the answers to security questions and system configuration requirements in our FAQ below. You can also view a demonstration of a screen-sharing session.
For your support representative to view your desktop, your computer should meet these requirements:
Yes, the plug-in is safe. We're as concerned as you are about this issue, so regular virus checks and updates are conducted. This helps us maintain our technology at the highest standard to ensure superior quality service. The warning message you might see on your screen is a default message displayed by your browser when you download executable files. You can feel confident using this plug-in.
The file size ranges between 329Kb and 580Kb.
The downloaded file stays on your computer; however, the file is useless without a new encryption key. To download a new encryption key, you need to initiate a subsequent session with a support representative. Screen-sharing sessions have to be initiated by you, not a support representative.