When you need hands-on help from LanClub, we'll connect to your computer remotely using RustDesk. This article walks you through exactly what to expect and how to get a session started.
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 process is the same — we'll arrange a time, you'll approve the connection, and you can disconnect at any time.
Step 1 — Submit a Support Ticket First
Before we can connect remotely, you need to raise a support ticket so we know what you need help with. This lets us come prepared and ensures your session is tracked and recorded.
Submit a ticket at https://help.lanclub.nz or email help@lanclub.nz
Include a brief description of the issue — for example:
- "My computer is running very slowly and I'm not sure why"
- "I'm getting a blue screen error when I start up"
- "I can't get into my email account"
Step 2 — We'll Arrange a Time
Once we've reviewed your ticket we'll get in touch to arrange a convenient time for the remote session. We'll confirm via your ticket or email.
For Pro plan customers we aim to respond within 4 business hours — in many cases we may be able to connect the same day.
Step 3 — Prepare Your Computer
Before the session, a few simple things will help everything run smoothly:
- Make sure your computer is plugged in and not running on battery if possible
- Ensure you have a stable internet connection
- Close any sensitive documents or browser tabs you'd prefer to keep private
- Stay nearby so we can communicate during the session if needed
- Make sure RustDesk is running — check for the icon in your system tray (Windows) or menu bar (Mac)
Step 4 — Accepting the Connection
When we're ready to connect, you'll see a prompt appear on your screen from RustDesk asking you to accept the incoming connection.
- A notification will pop up showing LanClub is requesting to connect
- Click Accept to allow the session to begin
- You'll see your screen being shared — everything we do will be visible to you in real time
If you don't see a prompt, let us know via your ticket or email and we'll try again.
During the Session
Once connected, here's what to expect:
- You can watch everything we do on your screen
- We'll talk you through what we're doing and why
- You can type or move your mouse at any time — your input won't interfere with ours
- If you need us to pause or stop, just move your mouse or let us know
- You can disconnect at any time by closing RustDesk or clicking the disconnect button
We will never access your computer without your approval and we'll always let you know when we're done.
Step 5 — After the Session
Once the issue is resolved:
- We'll disconnect from your computer
- We'll update your ticket with a summary of what was done
- Any time used will be noted against your free monthly minutes or added to your invoice if applicable
- You'll receive a ticket update by email for your records
If the Session Didn't Resolve the Issue
Occasionally an issue requires more investigation or a follow-up session. If that's the case we'll let you know via your ticket and arrange next steps. Some hardware issues may also require an on-site visit — we'll discuss this with you if needed.
Questions?
If you have any questions about the remote session process before we connect, email support@lanclub.nz and we'll be happy to talk you through it.