Dartwin Online Support

Remote assistance on your computer, via Microsoft Teams.

Online Support is provided through a remote connection on the Microsoft Teams platform. During the session, with your consent, we can see your screen and operate directly on your computer to help you.

Booking is done directly from the calendar on the Online Support page: log in to your account and pick a date and time from the availability of the next two weeks. Shortly before the appointment you will receive the Teams link by email.

How to book Before the call Audio settings During the call FAQ

Need assistance?

Book your 60-minute session from the calendar (€100 + VAT) and choose a date and time.

Book Online Support

📅How to book

Important: Online Support is available only for the latest version of the programs. If you have an older version, upgrade your licence before booking.

Log in to your account: the calendar is visible only after login.
Open the Online Support page and wait a few seconds: the availability for the next two weeks will appear.
Click a date and choose one of the available times (Europe/Rome time zone).
Confirm and proceed with payment. Some requests may need Dartwin’s approval: in that case, wait for the confirmation email before paying.

The session lasts 60 minutes and can be used across several connections, on different days, within 6 months (minimum 20 minutes each). Support is provided via Microsoft Teams; if you need another platform, mention it in the order notes.

✅Before the call

Please check the points below before the connection, so that (if needed) we can operate directly on your computer during the meeting.

1) Use the Microsoft Teams app (not the browser)

Teams must be installed on your PC: do not open it from Chrome or Edge, because the browser version does not allow remote control.

Download Microsoft Teams

2) Mac only

Go to System Settings → Privacy & Security → Screen Recording, enable “Microsoft Teams” and restart Teams. Without this permission, screen sharing does not work on macOS.

🎧Audio settings

To talk with our Support Service we recommend using a headset with microphone rather than your computer speakers: this avoids echo and background noise.

Please check in advance that your headphones and microphone work correctly, to avoid wasting time during the connection:

In Teams open the three dots ••• → Settings → Devices (or, during a call, the arrow next to the microphone).
Select your headset as speaker and microphone, then use “Make a test call” to check volume and microphone.
If you don’t have a headset with microphone, you can still join: what matters is that we can hear each other.

📞During the call

At the scheduled time, open the invitation and join the Teams meeting. To let us work on your computer, share your screen and grant control:

Click Share screen (the icon with a rectangle and an arrow).
Select Full screen / Desktop (not a single window).
In the top bar click Give control and select my name.
Confirm with Allow.

From that moment we can use your mouse and keyboard to help you. You can take back control at any time — just move the mouse or click “Take back control” in the top bar, and stop sharing when we are done.

❓FAQ

Do I really have to install the app?

Yes, remote control requires the Teams desktop app. From the browser you can see and talk, but you cannot grant us control of the computer.

“Give control” doesn’t appear. What should I do?

Make sure you started the screen sharing: the “Give control” button appears in the Teams control bar at the top only while you are sharing. On Mac, check the Screen Recording permission (step 2 above).

Is it safe?

Yes. Control is possible only after your explicit consent, you see everything we do on the screen, and you can revoke control or stop sharing at any time.

How do I receive the meeting link?

After booking (and any approval), you will receive the Teams link by email shortly before the agreed time: just open it to join the meeting.