Home / Help
Download
Remote Support.
If our team has asked you to get remote help, download the file, open it, then read us the ID number shown on your screen.
Remote support downloads
Choose Your Computer
Not sure which one you need? Stay on the phone and we'll tell you.
Windows 64-bit
RustDesk for Windows.
DownloadWindows 32-bit
RustDesk for older Windows.
DownloadMac Apple Silicon
RustDesk for Macs with Apple chips.
DownloadMac Intel
RustDesk for Macs with Intel chips.
DownloadLinux 64-bit
RustDesk AppImage for Linux.
DownloadLinux ARM
RustDesk AppImage for ARM Linux.
DownloadStay safe
Only Download This While Speaking With Us
We will never ask for banking passwords, gift cards or one-time login codes.
- Keep us on the phone while you do this.
- Take your time. If something looks different, tell us what you see.
- If anything looks wrong, stop and call us on 07 5455 5466.
After you click download
Three Simple Steps
1. Find the download
In Chrome, look for the download arrow near the top right. The file name starts with rustdesk. Click it once.
2. Open the file
On Windows, choose Yes if asked. On a Mac, open the DMG and move RustDesk to Applications if prompted.
3. Read us your ID
Find the number labelled Your ID and read it to us over the phone so we can connect.
Before you try remote help
Quick Fixes You Can Try First
Stop if anything feels wrong, smells hot, shows sparks, has liquid damage, or holds files you're worried about losing.
Computer black screen
Hold the power button down for 20 seconds. Wait 10 seconds, then press the power button once. If it is a desktop computer, also check the monitor power light and the cable from the computer to the screen.
Computer frozen
If the mouse and keyboard do nothing, hold the power button for 10 to 15 seconds until it turns off. Wait a few seconds, then turn it back on.
Wi-Fi not working
Turn the modem or router off at the power point. Wait 30 seconds, then turn it back on. Give it 3 to 5 minutes to settle before trying the internet again.
Internet works on some devices but not others
Restart the device that is not working. Check that Wi-Fi is turned on and Airplane Mode is off. If it still will not connect, forget the Wi-Fi network only if you know the password.
Printer not printing
Check the printer has paper, ink or toner, and no warning lights. Turn the printer off and on. Make sure your computer and printer are on the same Wi-Fi network.
Phone is frozen
On newer iPhones, press Volume Up once, press Volume Down once, then hold the side button until the Apple logo appears. On many Android phones, hold Power and Volume Down together for at least 20 seconds.
Phone will not charge
Try a different wall charger and cable if you have one. Look gently for fluff in the charging port, but do not poke metal into it. If the phone is hot, wet, bent or smells odd, stop and call us.
Email not loading
Check the internet first, then close and reopen the mail app. Restart the device. If it asks for a password and you are unsure, do not guess repeatedly because the account may lock.
Scam pop-up or warning
Do not call the number on the pop-up and do not click anything inside it. Turn the computer off, then call My IT Shop from a trusted phone number.
Computer running slowly
Restart the computer and close extra browser tabs. If it is still slow, avoid installing cleaner apps or pop-up fixes. We can check storage, updates, malware and hardware health.
Camera, sound or microphone not working
Unplug and reconnect any headset, webcam or speakers. Check the volume, then restart the app. If it is for Zoom, Teams or FaceTime, close the meeting app and reopen it.
Lost file or photo
Check the Recycle Bin or Trash first. If the missing file is very important, stop using the device as much as possible and call us before saving new files.
Need Us To Take A Look?
Stay on the phone and we'll guide you. Open Mon to Fri 8:00 to 5:00, Sat 9:00 to 3:00.