Remote Support

If you have a support contract with SchoolCare and require remote support then please follow the instructions below:

1. Please call our dedicated support line on 0333 2402622.
2. Once your call is answered please request remote support from our technician.
3. Our support technician will initiate a session and give you a pin number. Please enter the pin number below:

Enter your 6-digit code:

4. Once you have entered your pin you will be prompted to download a file called “Support-LogMeInRescue”.
5. Once the download is complete please run / open the file by double clicking on it. Doing this will display a pop up support window with the name “CCC & SchoolCare”.
6. Please wait while the remote session attempts to connect you to our technician.

 

Alternative Remote Access Option

We look after many London based schools whereby London Grid for Learning block the above remote access facility. If this applies to your school then please find below alternative instructions for remote support:

  1. Download and run the “AgentSetup_onDemand.exe” installer here
  2. After a few seconds, an icon will appear in the system tray, bottom right. It will appear as a grey icon to begin with, and then turn grey and blue icon once connected.
  3. Double-click on the icon, and in the dialog box, click connect.
  4. A support technician will then take remote control

Future support sessions to the same machine can be initiated by searching for ‘agent monitor’ in the start menu, launching it and clicking connect.

Please Note: Education customers without a valid support contract will be charged for remote support at a rate of £45 + vat per hour.