What is TeamViewer?
TeamViewer is a free remote access and support tool that allows Catapult staff to securely connect to your desktop and any connected Catapult devices from a remote location.
It is commonly used during initial onboarding or when troubleshooting technical issues to help resolve them more efficiently.
For more information, visit the TeamViewer website or download the free version here.
Why is TeamViewer Needed?
TeamViewer allows Catapult staff to provide hands-on remote support when it’s not possible to connect in person. It is typically used for:
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Product onboarding and setup
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Live troubleshooting
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File collection for investigation
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General technical support
Providing Access to Catapult
If a Catapult agent requests access to your desktop via TeamViewer, please follow these steps:
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Download and install the appropriate version of TeamViewer on your desktop
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Run the program
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In the Remote Control panel, locate your ID and Password
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At the time of your scheduled session, share these details with your Catapult agent
During Your TeamViewer Session
Once access details are shared, the Catapult agent will have temporary remote access to your computer for the duration of the session.
You will retain full visibility and shared control of your desktop, and can communicate directly with the agent through TeamViewer - typically using the text chat feature.
You’ll know when an agent is connected, as a TeamViewer panel will appear in the bottom-right corner of your screen.
To end the session at any time, simply close the TeamViewer panel or exit the program.
TeamViewer Session Links
Alternatively, you may receive a TeamViewer Session Link, such as:
https://get.teamviewer.com/v15/s46441329
This link will automatically:
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Download TeamViewer (if it’s not already installed), and
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Start a session with your Catapult agent, who will be notified when you’re ready to connect.
Helpful Hints
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Unless a permanent password is set, TeamViewer will generate a new password automatically after a short period. To avoid delays, please share your TeamViewer details just before your scheduled session.
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A session can be reopened as long as the password remains the same.
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Some network security settings or firewalls may block remote connections. Please ensure that TeamViewer is allowed through your firewall to enable remote access.
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