Start a Remote Control Session with FamilySearch Support

Article Id: 15989
April 03, 2024

To help resolve some problems, FamilySearch Support staff use a remote control session. The tool allows a FamilySearch Support staff member to view your device.

Steps (website)

  1. To start a remote session on your device, open a browser and go to https://www.familysearch.org/remote/
  2. Click Splashtop SOS
  3. To download and run the program, use the on-screen instructions.
  4. When you see a 9-digit session code, give it to the FamilySearch Support agent.
  5. Click Start Now.

Find and launch Splashtop SOS in Different Browsers

  • Google Chome: In the security window in the lower left of the window, double-click SplashtopSOS. In the pop-up window, click Yes.
  • Microsoft Edge: In the box at the bottom of the screen, click Run.
  • Mozilla Firefox: In the pop-up box, click Save File. Double-click SplashtopSOS. In the pop-up window, click Run.
  • Safari: In the pop-up box, click Run. Click Run in the new window.

Steps (mobile)

To allow a support agent to remotely connect to your mobile device, download the SOS Splashtop app to your device.

Steps for Apple iOS device

  1. Open the App Store.
  2. Search for Splashtop SOS.
  3. Tap Get and then tap Install.
  4. If prompted, sign in with your Apple ID.
  5. Tap to open SOS.
  6. Give the 9-digit session code to the support agent.

Steps for Android device

  1. Open the Play Store.
  2. Search for Splashtop.
  3. Tap Splashtop SOS.
  4. Tap Install.
  5. Tap to open SOS-Splashtop.
  6. Read the tips and tap in the box. Then tap OK.
  7. Give the 9-digit session code to the support agent.
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