Use this tool to allow a member of the Illumina Technical Support Team to view your desktop and share control of your mouse and keyboard.
Contact Technical Support (see numbers at the bottom of this page). A member of our Technical Support Team will direct you to this page and provide a unique connection code. Enter the code and select Continue to initiate the screen-sharing session.
You will be prompted to download a small virus-free plug-in.
With your permission, your Technical Support representative can view your screen and share control of your mouse and keyboard.
You are in full control of your computer at all times. You can override control of your mouse and keyboard, and you can end the screen-sharing session at any time.
For your support representative to view your desktop, your computer should meet these requirements:
Yes, the plug-in is safe. We're as concerned as you are about this issue, so regular virus checks and updates are conducted. This helps us maintain our technology at the highest standard to ensure superior quality service. The warning message you might see on your screen is a default message displayed by your browser when you download executable files. You can feel confident using this plug-in.
The file size ranges between 329Kb and 580Kb.
The downloaded file stays on your computer; however, the file is useless without a new encryption key. To download a new encryption key, you need to initiate a subsequent session with a support representative. Screen-sharing sessions have to be initiated by you, not a support representative.