Remote Assistance
Our technicians on your screen, in seconds
PlankAssist is the remote assistance tool of the Plank support team. Download it, run it and read out the two numbers it shows: our technician connects to your computer and solves the problem while you watch, without installing anything and without touching your firewall.
The program does not need to be installed, it does not start with your computer and it does not stay in the background: it works only while it is open, and only after you have explicitly accepted the connection request.
DOWNLOAD
Get the assistance program
Windows
Windows 10 and 11, 64 bit. A single file, nothing to install: double click and you are ready.
Download for Windows (46 MB)Using a different operating system? Open a ticket and our team will find the best way to assist you.
HOW IT WORKS
Three steps, no configuration
01
Open the program
A window appears with a 9 digit session ID and a 6 digit PIN. Nothing else is required: no IP address, no open ports, no account.
02
Read out ID and PIN
Tell the two numbers to the technician you are talking to, by phone, chat or on the support ticket.
03
Accept the request
A confirmation box asks for your consent: until you accept, nobody sees anything. During the session a banner shows the elapsed time and a Stop button always within reach.
You stay in control
- End to end encryption. The PIN generates the AES-256-GCM keys of the session: our relay server only forwards opaque bytes and cannot read what happens on your screen.
- One time PIN. Six digits, regenerated at every session. Knowing the session ID is not enough to get in.
- Consent is always required. No hidden mode, no automatic start, no installed service. The request expires by itself after 45 seconds.
- Switches within reach. Two checkboxes let you disable keyboard and mouse control, or file transfer, at any time. Closing the window ends the session.
- Nothing to open on your firewall. Both computers make an outbound connection to our server: no port forwarding, no VPN, no changes to your network.
Do you need assistance?
Open a ticket and our team will contact you to arrange the remote session.