Instead of waiting for a visit, you download a small support tool, share a code with Graham over the phone, and he can securely access your screen within minutes.

Most software-related issues like viruses, slow performance, email setup, printer drivers and Windows errors can be resolved this way without leaving your home or office.

How It Works

It’s straightforward:

  1. Download a small, self-contained support tool from the Remote Support page. No installation is required. It runs when opened and closes when you exit.
  2. Share your code. The tool displays a unique ID and one-time password. Read these to Graham over the phone.
  3. Live support. Graham connects, diagnoses the issue in real time, and works through the fix while you can see what's happening. You can end the session at any point by closing the tool.

What Can Be Fixed Remotely

Most day-to-day IT issues can be resolved without an on-site visit, including:

  • Slow computers (startup programs, disk space issues, malware checks)
  • Virus and malware removal
  • Email configuration (Outlook, Microsoft 365, Gmail)
  • Printer driver and network printer setup
  • Software installation, updates and licensing
  • Windows errors and system settings issues
  • Browser and internet problems
  • OneDrive, Dropbox and cloud storage configuration
  • General IT advice and troubleshooting

Security and Privacy

Remote sessions are encrypted using AES-256 encryption.

Where applicable, sessions are routed through GNL Solutions’ self-managed infrastructure. Each session requires a unique access code, and you can terminate access at any time by closing the support tool.

The support application is temporary. Once closed, it does not continue running in the background.

Pricing

Remote support is billed at £25 per 15-minute block for pay-as-you-go clients, with a minimum of one block. Most straightforward issues are resolved within one or two blocks.

GNL Protect members receive discounted rates and have remote support time included in their monthly plan:

  • Essential: 30 minutes per month
  • Plus: 1 hour per month
  • Business: 1.5 hours per month

When On-Site Support Is Needed

Remote support is not suitable for hardware faults or physical issues, such as:

  • Failed drives
  • Broken screens
  • Network cabling faults
  • Systems that will not power on

If you are unsure whether remote or on-site support is appropriate, call and Graham will advise.