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Dear Members of the HLS Community,

On June 29th, Splashtop SOS will replace Teamviewer as the ITS remote support tool that ITS uses to connect to HLS computers.

What is happening?

On June 29, 2020, Splashtop SOS will replace Teamviewer11 as the ITS remote support tool. When you call the Service Desk, ITS staff will ask to use the “HLS Remote Support” software to remote in and see your screen to assist with troubleshooting, software installation, etc.

What do I need to do?
The Splashtop SOS software will be automatically installed on your HLS computer when you connect to the VPN. Please allow time – up to 90 minutes – for your device to check in with our network and install. Once completed, you will see a new desktop icon for “HLS Remote Support” and Teamviewer11 will be automatically uninstalled.

Image of “HLS Remote Support” desktop shortcut:

Splashtop desktop icon

Where can I get help?

If you have any questions about this, please reach out to the HLS ITS Service Desk by opening a ticket via the Administrative Services Hub or calling the ITS Service Desk at 617-495-0722.

For more information on Remote Support at HLS please visit https://hls.harvard.edu/dept/its/its-services/remote-support/.

Thank you,

HLS ITS Team