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How do I Use Remote Support with Datto?
How do I Use Remote Support with Datto?

This article outlines how to use Datto, Skupos remote screen sharing service

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Written by Skupos Support
Updated over a week ago

Skupos utilizes a secure remote support service called 'Datto' to efficiently view and control your computer, enabling us to quickly assist with your inquiries

Step-by-Step Process

  1. Open a Skupos chat

    • This can be done by going to the Skupos help center and clicking the green circle on the bottom right.

    • This green circle should be on the bottom of every page you see.

2. Scroll down until you see, “Download Datto - Pilot” and click the green button on the right

3. The Datto application will instantly download

  • If applicable, provide approvals and click through the steps, allowing Datto to be installed.

  • If it asks to reboot at the end you should state No.

    • If you already have Datto this message will pop up faster than if you are downloading it for the first time.

4. Once the message pops up, please share the computer name with your representative

5. Congratulations! Your support representative is now ready to assist you

Frequently Asked Questions

Will I be asked any questions by the agent?

  • Yes, your installation representative will some basic questions (such as your Store Address or Store ID) to find your store location.

Why is my installation representative asking for my Store Address or Store ID?

  • If your store already has Datto installed, this is the easiest way they can find that session.

  • Unfortunately, a store cannot re-install unless you’ve already deleted the application. You can run the PDI Support Installer again to assist you with details to help the support representative.

What happens if Datto doesn’t download?

  • First, you want to confirm that it didn't download.

  • Try looking in the downloads folder for PDISupportInstaller – Normally "C:\Users\Windows.User\Downloads\ (Replace Windows.User with the name of the logged on account in Windows, you can find this by clicking the Windows button on the bottom left and highlighting the person icon in Windows 10)

  • Does a pop-up occur advising the PDISupportInstaller can harm your device?

    • Please take positive action to accept and install the installer.

      • The messages differ between browsers and some examples are:

    • PDISupportInstaller could harm your device.

      • Do you want to keep it anyway? Buttons are for Keep and Delete (Press Keep)

    • This type of file may harm your computer.

      • Buttons are Discard and Keep (Press Keep)

    • Insecure Download blocked.

      • Button to Keep (Press Keep)

What happens if I see a message that says, "Windows protected your PC"

  • "Microsoft Defender SmartScreen prevented an unrecognized app from starting. Running this app might put your PC at risk. More info"

  • Click “More Info”

  • and then Run anyway

    • Then Datto can install on your computer.

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