How do I grant remote access to get support from Riege?

Remote access can be granted via the Remote Access menu option in Scope and using Teamviewer.

Be careful giving access to your computer. You must be very sure that the person you are talking with is indeed from Riege. If in doubt, always call our support number yourself to verify beforehand.

Why use Remote Access?

A customer service agent might ask for Remote Access to your computer in order to gain a clearer understanding of your issue and provide more effective assistance. Remote Access enables the service agent to see your screen in real-time, allowing them to offer guidance and support directly as they help you troubleshoot your issue.

In this article, we will guide you through the process of enabling Remote Access using Scope.

How to enable remote access through Scope

If you have TeamViewer already set up on your computer

Open TeamViewer.
Follow the instructions starting from Step 4 below.

If you do not have TeamViewer installed on your computer

Follow these steps to enable Remote Access via Scope:

Select Remote Access in the Scope menu.
- You will be automatically redirected to the TeamViewer website.

Download TeamViewer QuickSupport
- Click on the Download QuickSupport link.
Open the downloaded file and select Yes
- The system will ask if you allow the app to make changes to your device. This is necessary for Remote Access via TeamViewer QuickSupport.
The TeamViewer QuickSupport window will appear on your screen.
Enter the Session Code provided by the service agent and click Connect.

Once connected, the service agent can:

View the screen
Control the mouse and keyboard (if permitted, view only is normally sufficient)
Transfer files
Chat with the user

When the session is over, the connection is terminated.