Help CenterWhat is a Screen Share?
A Screen Share is a virtual meeting with a support agent who takes over your system in order to troubleshoot an issue you may be experiencing with our plugins.
Screen Shares are a last-resort support option that we offer when standard troubleshooting through the chat is not successful, since we only have a limited amount of time and agents to perform screen shares.
When can I Screen Share with support?
Appointments are available during our office hours for a limited time period: Monday thru Friday, from 9 AM to 3 PM Pacific. These hours are subject to change in accordance with agent availability.
We do offer screenshares for:
- Troubleshooting Installation-related Issues
- Red Screens
- Unique Plugin Issues
- Any other issue that may be worthy of a screen share at the discretion of the support agent
We do not offer screen shares for:
- Lessons on how to use our Plugins or Final Cut
- FCPX Performance issues
- Fixing a problem on Final Cut that is not related to our plugins
- Installing plugins for you because you do not want to do it yourself
- Installing plugin fonts
- Editing your project for you
How long is the session?
Most sessions take no longer than 40 minutes, however, 1 Hour is designated for each support session.
Note: Because of the amount of time it takes to perform a screen share and limited availability of our support agents, Screen share sessions are not available on demand in most cases. You must make an appointment if the agent is not available to take you immediately.
If your session takes longer than 1 hour we may need to schedule you for an additional session at a later time.
What do you use to screen share?
We use Team Viewer, which is a free Screen Share software.
How do I set up an Appointment?
Customer Service agents will offer you the opportunity to set up an appointment during our live support sessions if all other troubleshooting methods are exhausted, or at the discretion of the agent.
The agent will inform you of our next soonest available appointment. You can accept the soonest time, or you can choose another open time during the Screen Share hours to book.
Download and Install Team Viewer:
Before connecting you will need to download and install Team Viewer, a free Screen Sharing software.
Download “Team Viewer Quick Support for MAC from this link: https://www.teamviewer.com/en/download/macos/
Open the installer, and double click the .dmg to install it.
Follow the on-screen instructions to Open Team Viewer Quick Support.
Set up Team Viewer Permissions:
You will see a pop up window telling you to set up your permissions for Team Viewer after you open it.
*****************Screen Recording: This allows us to view your screen.
Click on “Allow your Screen to be seen during a connection” or Navigate to your System Settings > Security & Privacy.
Click the section named “Screen Recording.”
Enable Team Viewer in the list of Apps that have Screen Recording Permissions.
*******************Accessibility: This allows us to take control of your mouse.
Click on “Allow your mouse and keyboard to be controlled during a connection” or Navigate to your System Settings > Security & Privacy.
Click the section named “Accessibility.”
Enable Team Viewer in the list of Apps that have Accessibility Permissions.
Meet up with Support:
Navigate to our Live Support Chat
At your appointment time navigate to our support chat and ask to be connected to an agent.
The support chat should redirect you to a support agent. Notify them you are there for a screen share appointment.
Then send your Team Viewer ID and Password which should appear on your Team Viewer Quick Support window so that they can connect to you.
Can I reschedule my support session if I miss my appointment?
Yes, simply contact our support to reschedule your appointment.
Is this a video or voice call?
The screen share will not include video or voice calling, but there will be a chat window in the Team Viewer or you can text chat with the agent while they have control.
Is a screen share safe?
Yes, we have performed hundreds of screen shares with customers before to fix issues when necessary.
While in a screen share you still have control of your system. You are able to quit the Team Viewer or reclaim control of the mouse at any time.
Our agents will only ever purposefully navigate through areas of the system that are relevant to the troubleshooting task.
Our agents are not able to make any system-specific changes without your input of the system password.
Our agents cannot see your passwords on the screen unless you open the Keychain on the screen to view the password while we are connected. We recommend you write down your passwords beforehand to avoid revealing sensitive information to agents.
Screen Shares are not recorded. In special cases an agent may ask you for permission to record your screen in order to pass along information to our developers about a unique issue.
For additional privacy, we recommend that you close any apps, browser tabs, etc that contain personal or sensitive information before you begin your appointment.