(Fast, Clear, and Secure)
Get help without packing up your computer. If your PC turns on and has internet, we can usually troubleshoot, tune up performance, fix software issues, and walk you through steps in real time — all remotely from Keswick/Georgina.
Remote help is great for:
- Slow computers and performance tune-ups
- Software errors, email issues, printer troubleshooting
- One-on-one help and “how do I…” coaching
- Security checks and cleanup guidance
Not sure if remote support will work?
Send a quick description of the issue and we’ll tell you right away if it’s a good fit.
Before you download
Please contact us first so we can match the remote connection to your request (and not confuse it with another client).
If you already installed it, just email us your computer name/Hostname and we’ll take it from there.
How to start remote support
- Download the remote tool (OnDemand)
- Run the installer (AgentSetup_OnDemand.exe). It installs quietly.
- Open the new RMM icon near your clock (you may need the up arrow for hidden icons).
(Figure 1 below)
Figure 1 - Click “Connect”
(See figure 2 below)
Figure 2 - Tell us you’re ready and share the Hostname shown at the top (example: “MY-COMPUTER”. Figure 3)
Eventually, it should look like TwinBytes logo rather than the blue cirle.
Figure 3
Your privacy & control
We can only connect after you click Connect, and the connection won’t stay available after a reboot unless you enable it again.
Ready when you are
Call (905) 471-5904 or Toll Free (855) 777-TWIN
Or email support@twinbytes.ca and tell us what’s happening.
❓ Frequently Asked Questions
What if the computer won’t turn on?
If the computer won’t power on at all, remote support isn’t possible. However, give us a call and we can guide you through a few quick checks over the phone to see if it’s something simple before scheduling onsite or in-shop service.
What if there’s no internet?
Remote support requires an internet connection.
Sometimes people think they don’t have internet because email isn’t working or certain websites won’t load — but the connection is still active. Call us and we’ll walk you through a few quick steps to confirm whether a remote session is possible.
Can you help Macs?
We support both Windows PCs and Macs. However, our temporary on-demand remote tool works with Windows only. If you’re using a Mac, contact us and we’ll discuss the best option for your situation.
Note: Apple has strict repair policies. TwinBytes is not Apple-certified, and Apple restricts certain types of hardware repairs to their own authorized network.
How long does it take?
The remote tool installs in about 30 seconds. The time required to resolve your issue depends on the problem. Some fixes take 15–30 minutes, while larger cleanups or configuration work may take longer. We’ll always assess the issue first and confirm options before proceeding.
Is remote support secure?
Yes. We can only connect after you click Connect, and you can end the session at any time. The connection does not stay active after a reboot unless you intentionally enable it again.
Can you see all my files?
We only access what’s needed to resolve the issue. You remain in control during the session and can watch everything we do in real time.
What if the problem turns out to be hardware?
If we determine the issue is hardware-related, we’ll explain your options and recommend the best next step — whether that’s onsite service, shop repair, or replacement advice.
Do I need to stay at the computer?
Ideally yes. For on-demand remote sessions, you should remain at the computer so we can communicate with you and confirm steps as needed.
What if I already installed the tool?
No problem. Just call or email us and tell us your computer name (Hostname). We’ll match it to your request and guide you from there.