Apple Macintosh Remote Troubleshooting and Service with Mac HelpMate

What is Remote Access Support

RAS is the ability to view and control a computer from a different physical location. The MacXperts are able to service Macintosh systems nationwide from our office in Albuquerque, NM using the RAS capabilities of Mac Helpmate.

What is Mac HelpMate

Mac HelpMate is a great utility that allows The MacXperts to login to your computer, run diagnostics, perform repairs, and to see and control your screen - all as if we were sitting in front of it. Mac HelpMate will also allow you to run standard repairs, often avoiding a support call.

How to Configure Mac HelpMate for Remote Access Support

1. Call our office at 505.453.0479. We will email you a custom copy of Mac HelpMate (3MB).

2. Once downloaded, double-click the "machelpmate.zip" archive.
- It will expand into a file "Mac HelpMate".

3. Drag the "Mac HelpMate" application into your Applications folder.

4. Launch Mac HelpMate by double-clicking on it.
- Note: Mac HelpMate may take up to 1 minute to run an initial scan.

5. Select the Mac HelpMate menu > Preferences.

6. Configure as shown in the screen shot below.



7. Click the OK button.

8. Quit Mac Helpmate.

For Remote Access Support to work properly, it is necessary to have Mac OS X Screen Sharing or Remote Management configured to allow The MacXperts to access your computer.

9. Open System Preferences > Sharing. If Screen Sharing is currently enabled, go to step 18. If Remote Management is enabled, go to step 15. If neither is enabled, go to step 10.

10. Click on the name Screen Sharing.

11. In the Allow access fo area, enable Only these users:

12. Click the "+" button.



13. From the left side bar, select Users & Groups.

14. From the right field, select Administrators or if requested by your internal IT requirements, select The MacXperts.



15. Click the Select button.

16. Enable Screen Sharing.

17. Quit System Preferences.

18. Click on the name Remote Management.

19. Enable Only these users.

20. Click the "+" button.



21. From the left side bar, select Users.

22. From the right field, select The MacXperts.

23. Click the Select button.



24. Enable the Remote Management checkbox.



25. Quit System Preferences.

Remote Access Support with Mac HelpMate

When you are in need of remote support from The MacXperts:

1. Call The MacXperts at 505.453.0479 to speak with a Certified Apple Consultant.

2. When the consultant asks you to run Mac HelpMate, double-click Mac HelpMate which is found in your Applications folder.

3. Once launched, click on the View > Remote Support menu.



4. In the Remote Support window, click the Share My Screen button.
- This sends an encryption code to our computers, allowing us to remotely support your Mac!



5. When all work by The MacXperts is complete, you will be instructed to click the Stop Sharing button, then to quit Mac HelpMate.

Configure Mac HelpMate for Diagnostic and Repair

1. Launch Mac HelpMate by double-clicking on it.
2. Click on the lock icon in the bottom right and authenticate as an administrator.

3. Click on the Auto tab. Configure as below.



4. Click on the Now button. When MHM completes (5-30 minutes), your Mac will reboot.