1st Method - If you will be present for the 1 on 1:

If you are booked in to have a 1 on 1 session with a staff member please follow these instructions so you are ready once your session time has begun.

We will use Chrome Remote Desktop to conduct the session so please ensure you have the Google Chrome browser downloaded and installed on your PC (it is our recommended browser for accessing the R1 interface).

  1. Go to this website.
  2. Follow the "Set up remote access" section for the particular device you have. 
  3. When you are ready for the 1 on 1 follow the "Share your computer with someone else" section. 
  4. PM the staff member with the access code given from step 3.

The staff member will have control over your PC. It will allow them to navigate the NETDUMA interface personally, thereby speeding up the support they can give you. Please note you can end the session at any time if you are worried about them having control.

Please do not send the access code without first having agreed on a time.

2nd Method - If you are unable to be present for a 1 on 1:

If you are in an area where the time difference with the UK makes it difficult to arrange a 1 on 1 time or you are unable to attend then you could do the following to ensure that a member of staff can still change settings whether or not you are available at the time: 

In settings > miscellaneous tick "Access control panel from WAN(not recommend)." and set Interface password protection. 

You will need to make sure that you are accessible. Type "my ip" into Google to find your public IP address. Then copy and paste this into your browser's URL bar and press enter. You should be prompted to enter the username & password that you just set on the R1. Inputting this correctly should take you to the R1 interface.

If you cannot access it then you will need to ensure that the R1 is in the DMZ of your ISP hub/router. Click here if you are unsure on how to do this.

Let the staff member know that this is the method you would like to conduct the 1 on 1 along with a summary of the issues you are having. Then PM that staff member with your public IP address and the username and password you set. 

Once your router has been accessed and settings changed the staff member will then post back in the thread. You can then disable Access from WAN as well as the interface password protection if you wish to.