How to Start a TeamViewer Session for Remote Live Support

When you need help resolving an issue in Rapid ERP, our Support Team can connect to your computer remotely using TeamViewer. This secure connection allows a technician to view your screen, diagnose problems, and guide you through solutions in real time.

There are three easy ways to start a TeamViewer session, depending on whether you have access to the application.

1. If Rapid ERP Is Not Yet Installed on Your Computer

If you haven’t installed Rapid ERP but need immediate assistance:

1. Go to our Support Center:
   https://support.rapidworks.com/hc/en-us
2. On the page, click Remote Support Session (TeamViewer).
3. Follow the steps to download the TeamViewer file.
4. A TeamViewer window will open and display your ID and Password.

Provide these two numbers to the Support Agent when you call, so they can connect securely.

2. If You Have the Rapid ERP Application Installed but Cannot Log In

If the application is installed but you’re unable to sign in:

1. Open Rapid ERP.
2. On the login screen, click the Remote Support Session link (this launches TeamViewer automatically).
3. Your ID and Password will appear.

Share these credentials with Support so they can begin the remote session.

3. If You Are Logged Into the Application

If you can access the system normally:

Using the Clean Theme:

1. Click Resources button in the upper‑left corner.
2. Select Get Remote Support/Assistance (second option from the bottom).

Using the Classic Theme:

1. Click the RW button in the upper‑left corner.
2. Select Get Remote Support/Assistance (second option from the bottom).

TeamViewer will launch immediately and show your ID and Password.

Next Step: Contact Customer Support

Once you have opened TeamViewer using any of the three methods above:

Call Customer Support at 303‑500‑3050, ext. 3

Give the Support Agent the TeamViewer ID and Password displayed on your screen.
They will use these to remotely connect to your computer and begin troubleshooting.

Tips for a Smooth Support Session

• Keep your computer powered on and connected to the internet.
• Don’t close the TeamViewer window during the session.
• Stay by your computer in case the technician needs additional details.
• After the session ends, TeamViewer closes automatically, keeping your system secure.