Connect to your session
This page is for connecting while you are on the phone with us. The session runs on our own server, you see everything we do, and nothing stays installed afterwards.
Before you connect, one rule
We connect when you contacted us. If somebody rang you out of the blue claiming to be Microsoft, your bank, or even Dacros, and sent you here, hang up and do not connect. Nobody legitimate cold-calls a business about its computers. If you are not certain, put the phone down and ring us back on 07553 070841, a number you looked up yourself.
Three steps, and we stay on the line.
It sounds technical and it genuinely is not: one small download, two boxes to fill in, and we talk you through every part of it.
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Get the helper on the machine that needs help
On a Windows PC or laptop, take this download: it is the standard open-source RustDesk tool with our details already filled in, so you can skip step two entirely.
The filename carries our server address, which is how the tool knows to connect to us and nobody else. Leave it as it is. No account is needed, on any platform.
On a Mac, get it from rustdesk.com/download, which offers two builds: machines from 2021 onwards want aarch64, older Intel Macs want x86-64 (Apple menu, then About This Mac, tells you which). Open what downloads, then do step two. Apple does not allow the pre-filled trick, which is why the Mac route has the extra step.
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Point it at our server
Windows users who took the download above can skip this step, it is already done. On a Mac, phone or tablet: in RustDesk open Settings, then Network (the three dots beside your ID). Put these two values in, then press OK:
- ID server
remote.dacros.com- Key
YxfiRv7S+kiqXHsJNoMKvM4rU3yjnC3ryk9LROlpI68=
That key means the session can only run through our own server, in the EU, and nobody else's. If your screen looks different from what we are describing, say so; there is no wrong click here that we cannot undo together.
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Read us the ID on your screen
Tell us the ID RustDesk shows and the one-time password beneath it, then accept the connection when it appears. From that moment you see everything we do, and you can end the session yourself at any time by closing RustDesk. When we are finished, close it: nothing keeps running, and no access remains.
Clients and one-off callers, both
On a Dacros plan? Remote support is part of it. Ring, describe what has happened, and we connect. There is no per-session charge for work covered by your plan, because that is the point of having one.
Not a client? You can still book a one-off session. We agree a fixed price on the phone before we connect, and it does not change with how long the session runs. If you later move onto a plan, that session fee comes off your first month.
- Email that has stopped sending, receiving, or is landing in spam
- A machine crawling, crashing or refusing an update
- Shared drives, printers and accounts that will not connect
- New starter setups, and leavers locked out properly
- A security scare: a suspicious email, a pop-up, a password to change fast
Anything physical, a dead machine, a failed drive, cabling or hardware on site, needs somebody there. We say which it is on the call.
What we can see, and what we cannot
During a session we see the screen you are showing us and work where you have allowed it, at watching speed, with you there throughout. We cannot reach the machine once the session is closed, cannot connect without you accepting, and nothing is left installed behind us.
- Runs on
- Our own server, in the EU, not a third-party remote-control service.
- You see
- Everything, throughout, and you can end the session at any moment.
- Afterwards
- Nothing is left installed, and no access to the machine remains.
- Written down
- In the privacy notice, with the practices behind the work on our credentials page.
Not a business machine?
Dacros looks after business technology. If the machine that needs help is a home or personal one, our sibling practice JorTech handles that, day and night, and they will treat you the same way we would.