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Get ready for a remote support session

Updated by 2Fifteen Tech

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Use this guide when you have arranged a remote session with 2Fifteen Tech support. We will confirm which computer and connection method to use.

Before the session

  • Have the affected computer powered on, connected to the internet, and plugged into power if possible.
  • Save open work and close personal or confidential windows that are unrelated to the issue.
  • Have the error message or steps that reproduce the problem ready.
  • Be available to approve connection prompts and enter passwords yourself if needed.

If you have more than one computer, confirm which one needs help. Our computer name and serial number guide can help identify it.

If support asks you to use Splashtop SOS

  1. Open the official Splashtop SOS download page and choose the download for your computer.
  2. Open the downloaded application. If your computer blocks it or asks for credentials you do not have, tell the support agent.
  3. Give the nine-digit session code shown by SOS to the 2Fifteen Tech agent you are already working with.
  4. Keep SOS open and follow the prompts to allow that session.

Only share the code for a session you arranged with 2Fifteen Tech. If someone unexpectedly asks to connect, verify the request through your usual support channel first.

Some managed computers already have the required remote support software. If the agent can connect using that software, you may not need to download SOS.

Mac permissions

macOS may require you to approve screen-sharing and control permissions locally. Follow the permission helper shown by the Splashtop app; the exact permissions vary by macOS and application version.

The relevant controls are usually under Apple menu > System Settings > Privacy & Security. These can include Screen Recording or Screen & System Audio Recording, and Accessibility. Newer versions may show a Remote Desktop permission.

Enable only the application the agent has identified. If macOS asks you to quit and reopen it, do so, then give the agent the current session code again. Tell us if a setting is locked or the permission helper still shows a problem.

During and after the session

Stay available so the agent can ask questions and you can test the result. Enter passwords yourself when required; you do not need to send them to us.

Before ending, confirm whether the original problem is resolved and note any remaining steps. If you used SOS, quit that application when the agent confirms the session is finished.

Official instructions

Last reviewed: October 30, 2026.