Remote support (TeamViewer QuickSupport) – Windows & Mac

Some issues are easier and faster to solve when a Support Engineer can see your screen (and, with your permission, control your device). Eden Akers uses TeamViewer QuickSupport for this.

Before you start

  • Only continue if you requested support or were asked by the ServiceDesk to start a remote session.
  • Stay at your computer during the session. You can stop the session at any time by closing TeamViewer.

Step 1 – Download TeamViewer QuickSupport

  1. Open your internet browser (Microsoft Edge, Chrome, Firefox, Safari).
  2. Go to: https://get.teamviewer.com/edenakers
  3. Download the file:
    • Windows: TeamViewerQS.exe
    • Mac: TeamViewerQS.dmg

Tip: Most computers save downloads in the Downloads folder.

  • Windows: Open File Explorer → Downloads (or press Ctrl + J in your browser to open Downloads).
  • Mac: Open Finder → Downloads.

Step 2 – Open TeamViewer QuickSupport

Windows

  1. Double-click TeamViewerQS.exe.
  2. If Windows shows a warning (SmartScreen), choose More info → Run anyway.

Mac

  1. Double-click TeamViewerQS.dmg.
  2. Open TeamViewer QuickSupport from the window that appears (or drag it to Applications and open it from there).
  3. If macOS blocks it, go to System Settings → Privacy & Security and choose Open Anyway for TeamViewer (then try again).

Step 3 – Enter your name

  1. In TeamViewer, type your name in the field under “Your name”.

TeamViewer QuickSupport - Your name field

Step 4 – Allow the ServiceDesk to connect

  1. Keep TeamViewer open.
  2. Wait for the Eden Akers ServiceDesk / Support Engineer to connect.
  3. When you see a connection request, click Allow / Approve.

TeamViewer - connection approval prompt

If you are on a Mac: permissions may be required

macOS may ask for permission to see your screen (Screen Recording) or control your mouse/keyboard (Accessibility). If you see a prompt, follow it.

If you need to set it manually:

  1. Open System Settings → Privacy & Security.
  2. Open Screen Recording and enable TeamViewer / TeamViewer QuickSupport.
  3. Open Accessibility and enable TeamViewer / TeamViewer QuickSupport.
  4. Close and re-open TeamViewer if macOS asks you to.

Ending the session

  • To stop remote support, simply close TeamViewer QuickSupport.
  • If you are unsure whether the session ended, ask the Support Engineer to confirm.