PensionSoft provides remote support to all users. With remote support, a PensionSoft support technician is able to remotely access a user's computer simply by giving them a nine-digit code. This results in quicker resolution to most problems.

To initiate remote support, click on the question mark on the top-right of the DB Precision main menu and then press the Remote button. Call PensionSoft and then give the technician the randomly generated number. When done, press the termination button. It's that easy!

At any time during the call, the user can terminate the remote session simply by pressing a button on the support application. After access has been terminated, the PensionSoft technician will be unable to further access that machine without being given another nine-digit code.

If you are not getting a nine-digit number after pressing this button, please refer to the following:

• Check Connections: You can check your network connections to our remote support tool by clicking here.
• Proxy Setting: it is possible that your network is running behind a proxy server. In the Splashtop SOS window, select Settings - Options... and then select the Advanced tab. Change the proxy setting to Auto and then press the Apply button. Close the Splashtop SOS window and then press the Remote button in DB Precision once again.
• Firewall Blocking: some networks require a Firewall Exception to be made to allow remote access. Contact your Network Administrator and provide them with the following for instructions on allowing the Splashtop SOS application: Splashtop Firewall Settings.