Remote session request | IBM Assist On-site | IBM Support

How it works

1. Your IBM support representative should have provided you with a URL to this page, including values for some of the fields.
2. Validate the value of all fields, especially the connection code. The connection code and name are required fields.
   • Update the name with your name (if needed).
   • Obtain and enter the connection code field (if blank) with the value provided to you by your support representative.
3. Review the user agreement.
4. Click the I agree button to start the screen-sharing session.
5. You are prompted to download a small (750kb) plug-in.
6. Start the plug-in and reenter the connection code when prompted.
   Note: On Windows 7 and above, you must either run the plug-in as an administrator user or use the “Run As Admin” option.
7. With your permission, your support representative can view your screen and share control of your mouse and keyboard.
8. You are in full control of your computer and always have overriding control of your mouse and keyboard. You can end the screen-sharing session at any time.

User agreement

By clicking “I agree” you are agreeing to allow IBM and its subcontractors to remotely access, manipulate and/or control your systems in order to assist you in isolating potential errors in your IBM software. You are responsible for backing up your systems before granting IBM access and for taking all other measures necessary to adequately protect your systems and all data, materials, and other information contained therein. IBM shall not be liable for any loss of, or damage to, any data, materials and/or other information contained on or accessed through your systems. You are responsible for securing any necessary consents or approvals that may be required to permit IBM and its subcontractors to remotely access, manipulate, control your systems and to have access to the data, materials or other information contained on your systems. You agree to defend and indemnify IBM from and against any third party claims arising from your failure to secure all necessary consents and/or approvals. These services are being provided to you in accordance with and subject to the terms and conditions of your services agreements; (for example Passport Advantage, Software Maintenance, SoftwareXcel agreement) as well as any other support agreement you have with IBM applicable to the IBM software. These terms may be superseded or supplemented by the terms of separate agreements you may have with IBM addressing support and/or the remote access of your systems.

Complete the form with your name and the connection code you received from your representative and click the I agree button to proceed.