Some aspects of our support service require us to connect to the device where Woosage is installed to investigate issues or carry out updates.  To do this we use a product called Zoho Assist, which is a remote support tool that integrates with our support desk and customer information systems. 

The Woosage Control Centre contains a link to a page on the Woosage website (https://www.woosage.com/support/remote-support/) where you can enter a session ID that we will provide.  From here you just follow the instructions, where you will be asked to download Zoho Assist and confirm you are happy to allow it to run and connect to your device.  This software is only valid for one session and cannot be used again. 

Alternatively, you can request a download link for the customer plugin, which is a reusable application that allows you to enter the session Id and connects quicker, as there is no download and install each time. To request a download link, please email support@woosage.com 

Most of the the time Zoho Assist can be download and run without any problems, but occasionally firewalls prevent access and your IT specialist may need to make changes to the firewall to allow Zoho Assist to run.  In such cases, please direct them to the following article