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Users can now start screen-sharing sessions with AppleCare reps

updated 07:30 pm EST, Mon November 11, 2013

Dramatically faster troubleshooting, resolution achieved with visuals

In a quiet update today, Apple is now giving users who have a problem the option of initiating a screen-sharing session directly with AppleCare representatives. While screen-sharing has been a tool available for the reps for some time to help customers, it usually comes only after many other areas of discussion and testing of a problem have already been tried. The practice can be a great help in quickly troubleshooting or identifying the cause of a problem.

Customer-initiated screen-sharing requests are always granted, provided the problem doesn't center around some hardware or Wi-Fi connectivity issues - even if the representative doesn't think a screen session will resolve the problem. Software and instructions needed to begin a screen-sharing session are now available from the Apple support website.

The screen-sharing option is only available to those using the telephone support call method of contacting Apple, reports 9to5Mac. Using the technique can often save time, especially if a customer has difficulty describing the issue they are experiencing due to a lack of familiarity with computer terminology or an inability to articulate the steps necessary to reproduce the problem. AppleCare representatives already have the screen-sharing option available as a technician-initiated (with user permission) response, able to either observe what the user is doing or to "take over" and move quickly to the correct area or troubleshoot the issue.





by MacNN Staff

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Comments

  1. Jeronimo2000

    Forum Regular

    Joined: 08-20-01

    You might want to add that this is currently restricted to Macs (no iOS devices) and to the USA.

  1. Grendelmon

    Mac Enthusiast

    Joined: 12-26-07

    Recorded sessions? Seriously?

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