Remote support for hosting customers

Introduction

Sometimes your hosting, email, domain or SSL certificate service may be working correctly, but the problem appears only on your computer, browser, mail client or Internet connection.

When the issue cannot be solved with ticket instructions alone, the miHosting technical team may request a remote connection to your computer to review the problem with you and help solve it.

To do this, we use AnyDesk, a remote support program that lets you share access to your computer in a controlled and temporary way.

How to request remote support

1. Open a ticket from your client area

   Before starting a remote session, access your client area and create a ticket explaining the problem with as much detail as possible.

   Include information such as:

   • The affected service: hosting, email, domain, SSL, VPS or another service.
   • The exact error you see on screen.
   • The program you are using, for example Outlook, Thunderbird, a web browser or an FTP client.
   • How long the problem has been happening.
   • Whether the error happens only on your computer or also on other devices.

2. Download AnyDesk from the official website

   Download AnyDesk only from the official page:

   Download AnyDesk

   If you use macOS, Linux, Android or iOS, you can choose the corresponding version from:

   AnyDesk for all platforms

3. Run the program on your computer

   Once downloaded, open the AnyDesk file. In many cases it does not need to be permanently installed: running it is enough for the technician to connect during the support session.

   When you open AnyDesk, you will see an identifier for your computer. It may appear as an ID, AnyDesk address or a similar number.

4. Send the details through the ticket

   Reply to the open ticket and provide the AnyDesk ID shown on your screen.

   If AnyDesk shows a password or temporary code, send that through the same ticket as well.

   Example:

   Hello, I already have AnyDesk open.
   AnyDesk ID: 123 456 789
   Temporary password: XXXX
   The computer is on and available for review.

5. Keep the computer on and connected

   So the technician can review the problem, leave the computer powered on, connected to the Internet and with AnyDesk open.

6. Authorize the connection when requested

   When the miHosting technician tries to connect, AnyDesk may show an authorization request on your screen. Accept the connection only if you are expecting technical assistance.

7. Close AnyDesk when the session ends

   When the review is finished, you can close AnyDesk to end the remote session.

Useful tips

• Always use the miHosting client area. To protect your data, send the ID, temporary password or any information related to remote support only through an official ticket.
• Do not share unnecessary passwords. The technician may need to review settings, but you should not share personal passwords unless they are necessary to solve the issue.
• Stay available during the session. Whenever possible, remain near the computer while the technician reviews the issue.
• Avoid closing important windows. If the problem appears in a specific program, such as Outlook, Thunderbird, FileZilla or your browser, leave it open before the remote session starts.
• Prepare screenshots of the error. If the issue appears intermittently, attaching screenshots to the ticket can help a lot.

When a remote connection may be necessary

Remote support can be useful when the problem happens only on your computer or when we need to see exactly what appears on your screen.

Some common cases are:

• Configuring an email account in Outlook, Thunderbird or a mobile application.
• Errors when accessing webmail, cPanel, DirectAdmin or the client area.
• SSL certificate issues shown only in one browser.
• FTP or SFTP connection failures from your computer.
• Local DNS cache problems.
• Blocks caused by antivirus, firewall or operating system settings.
• Questions about using hosting, domain or email tools.

Frequently asked questions

Does remote support have a cost

It depends on the type of review and the service you have contracted. If the issue is related to an active miHosting service, our team will tell you by ticket whether the assistance is included or requires additional intervention.

Can I use another program instead of AnyDesk

For security and compatibility, we recommend using the program indicated by the technical team. If you cannot use AnyDesk, mention it in the ticket so we can evaluate an alternative.

Do I need to install AnyDesk permanently

Not necessarily. For a one-time review, simply running the program is usually enough. Do not enable permanent access unless the support team explicitly tells you to do so.

Can the technician access my computer without permission

No. The connection requires AnyDesk to be open and for you to provide the necessary details. In many cases you will also need to accept the connection request on screen.

What should I do if the remote connection drops

Open AnyDesk again, confirm that your Internet connection is working and reply to the ticket explaining what happened. If the ID or temporary password changes, send the updated details through the ticket.

Conclusion

Remote support allows the miHosting technical team to review problems that may be related to the configuration of your computer, browser, email application or local connection.

To request it, open a ticket from your client area, download AnyDesk from the official website, run the program and send the ID or temporary code through the ticket. Keeping the computer on and the session available will make the review easier.