At IU, what is ITHelpLive?

At Indiana University, you can use ITHelpLive to get remote support from Support Center consultants for problems with your computer. ITHelpLive is paid for by the university and is provided for use by IU students, faculty, staff, and affiliates.

Note: Guest accounts will not allow authentication to ITHelpLive, but Guest account users may use all the other support options described in How do I contact the Support Center at each IU campus, and what are the hours and options for help?

Using software tools from the company CA (formerly Control-F1), UITS has built ITHelpLive to allow Support Center staff various levels of connectivity to your computer, from simple read-only connections that communicate the state of central components (such as Device Manager and the Windows registry) to full remote control by the support consultant.

ITHelpLive is available Monday-Friday 8am-9pm; see At IU, how do I use ITHelpLive? Once a connection is initiated, you can choose the level of security and access you allow the support consultant; see In ITHelpLive, what are the security settings?

ITHelpLive is used primarily in its chat service capacity by Support Center consultants who monitor the chat queue; however, phone consultants can also use the ITHelpLive tools as appropriate. To reach the UITS Support Center by phone, in Bloomington call 812-855-6789, and in Indianapolis call 317-274-4357.

Information from each ITHelpLive session is logged in FootPrints, the system used to track technology support issues at IU. After you use ITHelpLive, you will receive email detailing the activities of the session for future reference.

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