One of the most valuable parts of your LanClub plan is remote support. When something goes wrong with your computer, we can connect to it securely and fix most issues without needing to visit your home. This article explains how it works, what to expect, and how to feel confident about the process.
What is Remote Support?
Remote support allows a LanClub technician to view and control your computer screen over the internet — with your permission — to diagnose and fix problems in real time.
Think of it like having a technician sitting next to you, except they're connecting from wherever they are. You can watch everything they do on your screen, and you can take back control at any time.
How We Connect
LanClub uses a tool called RustDesk for remote support. RustDesk is a secure, self-hosted remote desktop application — meaning your connection goes through LanClub's own servers, not a third-party company.
RustDesk was installed on your computer during your onboarding session. You don't need to do anything to set it up.
Pro Plan Note: If you're on the Pro plan, LanClub may connect to your computer using Action1's built-in remote desktop tool instead of RustDesk. The experience is the same — you'll see a connection request on your screen, everything we do is visible, and you can disconnect at any time. Action1 is already installed and managed as part of your Pro plan.
Starting a Remote Support Session
When you raise a support ticket and we need to connect remotely, here's what happens:
- We'll contact you via your ticket or email to arrange a time
- We'll ask you to make sure your computer is on and connected to the internet
- We'll initiate the connection from our end using your RustDesk ID
- A prompt will appear on your screen asking you to approve the connection
- Click Accept to allow us to connect
- We'll fix the issue while you watch — and let you know what we're doing along the way
- When we're done we'll disconnect and update your ticket
The whole process is straightforward and you're in control throughout.
Is Remote Support Safe?
Yes — and here's why:
- You must approve every connection — we cannot connect without your explicit permission
- You can see everything we do on your screen in real time
- You can disconnect at any time by closing RustDesk or clicking disconnect
- The connection is encrypted end to end
- RustDesk runs on LanClub's own servers — your session data doesn't pass through any third-party systems
We will never connect to your computer without your knowledge or without arranging it with you first.
What We Can and Can't Fix Remotely
We can typically fix remotely:
- Software errors and crashes
- Slow performance issues
- Virus or malware removal
- Browser problems
- Password vault issues
- Software installation and configuration
- Windows or macOS settings
- Email and connectivity problems
We may need to visit for:
- Hardware failures (broken screens, faulty keyboards, hard drive issues)
- Physical setup of new devices
- Router or network hardware issues that prevent internet access
If a remote session reveals a hardware problem, we'll discuss next steps with you before proceeding.
During the Session
A few things that will help the session go smoothly:
- Make sure your computer is plugged in and not running on low battery
- Close any sensitive documents or browser tabs you don't want visible
- Stay nearby so we can communicate if needed — via the ticket, email, or phone
- Let us know if you need to pause or stop at any point
After the Session
Once we've resolved the issue we will:
- Disconnect from your computer
- Update your support ticket with a summary of what was done
- Note any time used against your free monthly minutes or invoice if applicable
You'll receive a ticket update by email so you have a record of the work carried out.
Questions?
If you have any concerns about remote support or would like to know more before approving a session, email support@lanclub.nz — we're happy to talk you through it.