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Epic IT Support

Existing clients

Remote support

If a technician has asked you to start a remote session, this is the page they meant. It takes about a minute.

  1. Call us first

    Do not run the download until you are speaking with a technician. Call (912) 225-0483 or reply to your open ticket, and we will start the session with you.

  2. Download and run the client

    The button below opens Splashtop, the remote support tool we use. Download the file, run it, and tell the technician when it is open. Your browser will leave our site to reach Splashtop — that is expected.

    Download the support client

    Opens my.splashtop.com in this tab. Windows and macOS.

  3. Stay on the line

    You will see everything the technician does. Ask questions as they work, and end the session whenever you want by closing the client.

Questions

About remote sessions

About remote sessions

What does this software let you do?

It gives an Epic IT Support technician the ability to see your screen and control your computer while you are watching, so we can diagnose and fix a problem without needing to be in the room. You can see everything we do for the whole session.

Can you access my computer whenever you want?

Sessions are initiated for support work and you can end one at any time by closing the client or disconnecting. If you want the software removed entirely once an issue is resolved, uninstall it like any other application or ask us and we will remove it for you.

I got a phone call telling me to install this. Is that you?

Almost certainly not. We do not cold-call people and ask them to install remote access software. If you did not contact us first, or you are not an existing client, hang up and call us directly on (912) 225-0483 to check. Impersonating IT support is one of the most common fraud tactics there is.

Nothing happens when I run the download.

Some browsers and endpoint protection tools hold the file, and on a managed workstation you may not have rights to install software. Stay on the phone with the technician — they will talk you through it or use a different method.