How to Set Up Chrome Remote Desktop for HDOnTap Support

Overview

Sometimes the quickest way for us to help you set up your camera is to see your screen. HDOnTap support uses Google's free Chrome Remote Desktop to connect to a computer on your network. From there, we can log in to your router and set up port forwarding for your camera. (Learn more in Port Forwarding and Network Setup for Live Streaming.)

This guide takes you from installing Chrome Remote Desktop to giving us your access code. Our team handles the rest while you watch.

What you need

• A Windows or Mac computer on the same network as your camera and router
• The Google Chrome browser
• A Google account (such as a Gmail address) to sign in with
• Your computer's password, in case your computer asks for it during install
• A phone or email, so you can give us your access code

Step 1: Download and install Chrome Remote Desktop

1. On your computer, open Chrome.
2. In the address bar, go to remotedesktop.google.com/support and press Enter.
3. Sign in with your Google account if asked.
4. Under Get Support, click Download.
5. Follow the onscreen directions to download and install Chrome Remote Desktop. You may need to enter your computer password.

Extra step on a Mac

On a Mac, you may be prompted to change security settings so Chrome Remote Desktop can show your screen and let us use the mouse and keyboard. Follow the prompts and allow access in your Mac's settings (for example, Accessibility and Screen Recording). If you skip this, we may be able to see your screen but not control it.

Step 2: Generate your access code

1. Go back to remotedesktop.google.com/support in Chrome.
2. Under Get Support, click Generate Code.
3. Chrome Remote Desktop shows a one-time access code.

Step 3: Give us the code

Read the code to us by phone at 858.481.4096, Option 2, or email it to [email protected]. It's quickest when you're on the phone with us.

The code works only once and is good for only a short time. If it expires before we connect, just click Generate Code again and send us the new one.

Step 4: Allow the connection

When we enter your code, you'll see a message on your screen with the email address of the HDOnTap team member who's connecting. Click Share to let us in.

While we're connected, we can see your screen and use your computer, just as if we were sitting in front of it. You'll be able to watch everything we do. If the session runs long, Chrome Remote Desktop asks you every 30 minutes to confirm that you want to keep sharing.

Stop sharing

You can end the session at any time. Click Stop Sharing. You can also close the Chrome Remote Desktop tab.

Stay safe

• Only share your code with HDOnTap support staff you're talking with on the phone or by email at [email protected].
• Never give your code to someone who contacts you unexpectedly.
• Check the email address in the Share message before you click Share.
• Each code works only once. When the session ends, we can't reconnect without a new code from you.

Frequently asked questions

Does Chrome Remote Desktop cost anything?

No. It's a free tool from Google.

Why does it need to be on the same network as my camera?

We connect to your computer and then reach your router through it, so the computer must be on the same network as your router and camera.

My code didn't work. What do I do?

Codes work only once and expire after a short time. Click Generate Code again and send us the new code.

Can I use it on a work or school computer?

Maybe not. Work and school networks or managed accounts sometimes block Chrome Remote Desktop. If it won't work, try a personal computer on the same network as your camera.

It won't connect. What else can I check?

Make sure Chrome is up to date and your computer is connected to the internet. Some antivirus programs can block Chrome Remote Desktop. See Google's Chrome Remote Desktop help for more tips.

Can HDOnTap connect again later without me?

No. Every session needs a new code from you, and you have to click Share.