HOUSE CALLS FAQs
Q: Who are the Computer Club technicians? Are they paid by the Club?
A: None of our technicians are paid. They are all volunteers who want to assist other members of the Rossmoor Community. The Club's Technical Director screens each volunteer to ensure he/she has sufficient experience and expertise to become a House Call technician.
Q: Does the House Call technician come to my home?
A: For the safety of both our members and our volunteers during the Covid-19 pandemic, House Call techs have not been providing in-person service, and are using remote-access software instead. However, as of 5/15/21 our techs have the option of offering in-home service if both the tech and member are comfortable with this arrangement. Please click HERE to read more about this option.
Q: If in-home service isn't an option for the technician and/or me, what is remote-access support?
A: Remote-access means that you allow a technician to remotely see your screen and operate your computer by connecting to it over the internet. Many computer problems can be solved in this manner.
Q: Is the remote-access service secure?
A: Yes! Many tech companies, such as Dell, HP and Apple, have been using this type of software for many, many years. We have selected "Team Viewer" software to provide this service. Team Viewer (www.teamviewer.com) is a well-known, reputable company used by many businesses to provide remote technical support to their employees.
Q: How does the remote access service work?
A: One of the Computer Club's technicians will call you to determine if your problem can be handled remotely. If so, the tech will walk you through the simple steps to install "Team Viewer" onto your PC or Mac. Once it's installed, you will need to verbally provide the technician with a system-generated code that allows him/her to access your system and fix many types of problems. Note that the code ensures that you have complete control over who gets access to your system. The technician can not see your screen and/or operate your computer until you provide the code.
Q: How do I protect my privacy after the Team Viewer software is installed?
A: The Team Viewer software generates a special, one-time-use access code when you open the software. The technician can only access your system after you verbally provide him/her with the code. Once the session concludes, the technician can only get back into your system if you re-open the software and provide him/her with a new code.
Q: Do I have to buy the Team Viewer software or pay a fee to use it?
A: No, there is no charge for you to use Team Viewer software. However, only paid-up members of the Computer Club may request a House Call. See the Members/Volunteers page about joining the Club and/or paying dues online.
Q: Once I install and use Team Viewer, do I have to set up an account and remember a password? Will I get junk mail from them?
A: You do not have to setup an account or remember a password. In fact, you never provide your email address during the installation process, so you will never receive advertising or junk mail from Team Viewer.
Q: I need immediate assistance or a type of service you don't handle, or can not be handled via remote access. Can you recommend someone else?
A: Yes, if you submit a House Call request and the technician determines it can not be handled remotely, the technician can provide you with names of reputable "for hire" technicians who may be able to help. If you need a type of service that is outside the scope of the House Call program, such as a new-system setup, please email us at firstname.lastname@example.org.
Q: I need help learning how to use software, such as MS Word or macOS. May I request tutoring?
A: Unfortunately we are not able to provide tutoring, as it simply uses too many tech hours. If you need to learn how to use a specific software, Acalanes Adult Ed offers many computer classes. And, the Computer Club offers Flash Classes right in the Gateway Computer Center (subject to Covid-19 constraints) or via Zoom.
Q: I've used the House Call Service in the past. May I request a specific technician?
A: Yes, you may include this request when you enter your the description of the problem you're having.
Q: I'm not a member yet. If I join today, may I immediately schedule a House Call?
A: Only active members may submit a House Call request. If you pay your dues online with a credit card, your membership will be instantly activated and you may immediately submit your House Call request. If you pay with cash or check, it may take up to a week to activate your membership.