TeamViewer Remote Access Procedure - Setup and Session Guide for AETools Support
Download, install, and start a TeamViewer remote support session as an alternative to ScreenConnect or Quick Assist. Covers the free TeamViewer download URL, customer ID / session password sharing, and file transfer during an active session.
When to use TeamViewer
AETools support normally uses ScreenConnect for remote sessions, with Quick Assist as a Windows-native fallback. TeamViewer is another option that works well when ScreenConnect can't connect, the customer can't run Quick Assist, or a file transfer needs to happen as part of the session. Use this article when ScreenConnect and Quick Assist aren't options.
TeamViewer remote access procedure
Follow the steps below in order. The customer and the support agent each have actions — both sides need TeamViewer installed before the session can start.
Step 1 - Download TeamViewer:
Download the free version of TeamViewer directly from the official website. Either side (customer or agent) installs by following the same steps:
- Navigate to https://www.teamviewer.com/en-us/download/windows/ in any web browser.
- Click the "Download TeamViewer" button on the page.
Step 2 - Install TeamViewer:
- Locate the downloaded installer file (typically in the Downloads folder).
- Double-click the installer to launch the setup wizard.
- Follow the on-screen prompts to complete installation.
- Once installation is complete, open TeamViewer from the desktop or Start menu.
Step 3 - Establish a remote session:
The customer and the support agent have different actions in this step. Both happen at roughly the same time, with the customer sharing their credentials and the agent connecting.
Customer actions - the customer (remote user) must:
- Open TeamViewer on their computer.
- Locate the "Your ID" and "Password" displayed in the TeamViewer window.
- Provide both pieces of information to the support agent verbally or via a secure channel.
Agent actions - the support agent must:
- Open TeamViewer on their own computer.
- Enter the customer's ID into the Partner ID field.
- Click Connect.
- Enter the customer's password when prompted.
- The remote session will begin once credentials are accepted.
Note: The customer's TeamViewer password refreshes each session for security. Always obtain a fresh password at the start of each support call — passwords from a previous session will not work.
Step 4 - File transfer during a session:
During an active remote session, the agent can transfer documents and files between computers in either direction:
- Use the File Transfer option in the TeamViewer toolbar (Files & Extras menu).
- Drag and drop files, or use the file browser to send / receive documents.
- Transfers work in both directions - agent to customer and customer to agent.
Note: Ensure any sensitive documents are transferred only over an active, verified TeamViewer session. Confirm with the customer before sending or receiving files.
Quick reference
A summary of what each side needs and where to find it:
- Download URL: https://www.teamviewer.com/en-us/download/windows/
- Version: Free (personal use).
- Required from customer: TeamViewer ID + session password (both shown in the customer's TeamViewer window).
- Agent action: Enter the customer's ID and password in the Partner ID field, click Connect.
- File transfer: Available via Files & Extras menu during an active session.
Contact AETools for support
For additional help starting a TeamViewer remote session, troubleshooting connection issues, or other remote support questions, contact AETools:
- Phone: 913-856-6678
- Website: https://aesolutions.us - Submit a support ticket online