Support Area

TeamViewer already installed:

1. Look at the bottom right of your screen, on the taskbar and click on the up facing arrow to show more icons
   
2. Click on the TeamViewer icon that’s circled below
   
3. Provide the ID listed as “Your ID”
   

TeamViewer not installed:

1. Open up your preferred web browser (Chrome, Edge, Firefox, Internet Explorer)
2. Browse to albacore.co.uk
3. Click on the yellow remote support button on the top right of the website
   
4. It will say “Loading TeamViewer now” and you’ll need to Save and run “TeamViewerQS.exe” which will try to download, see below for screenshots for different browsers.
   Google Chrome& Microsoft Edge:
   Click on “TeamViewerQS.exe” on the bottom left
   
   Internet Explorer:
   Click on “Run” on the bat at the bottom.Firefox:Click save file on the download pop up
   
   Click the downloads icon within the top right of Firefox
   
   Click on “TeamViewer QS.exe” to open it.
   
   
5. Now that TeamViewer is downloaded and open, Provide the number listed under “Your ID”
   

• On an internet browser, go to Albacore.co.uk. Once open, across the top bar there should be a tab called Links. Scroll to the bottom of the page and there should be a link for Remote support for Mac’s.
  
• Once TeamViewer is downloaded for the first time you might be prompted with a Review System Access page.
  
  You can also re-open this page by clicking Help =>Check System Access after loading TeamViewer.By default, all permissions are set to Denied. To ensure a proper remote session, Screen Recording and Accessibility permission are required at minimum. You can follow the steps below to get the permission:
  • Click Request Access for Screen Recording and Accessibility.
    
  • You will be prompted the system Privacy page. Click the small + button as showing in the screen shot below. Next select TeamViewer and click Open to add it to the list.
    
  • Check if TeamViewer is in the panel, if yes, put a check next to it to enable it.
  • Note: If the system does not allow you to do that, please click the Lock icon to make the changes available.
    The yellow triangle icon in the upper-left area of the TeamViewer window is shown until you have allowed the system access for TeamViewer:
    

How to Do if You Cannot Get the Review System Access Page?

If you are using an older version of TeamViewer, or you previously clicked the Deny button on that page, you might not be able to get the Review System Access page when you launch TeamViewer. When this happens, you can grant the access from the steps below:

1. Go to System Preferences => Security & Privacy => Privacy
   
2. You will get the same page as explained above to add TeamViewer for Screen Recording and Accessibility permission.  Please Navigate to Screen Recording and Accessibility and follow the steps above to add TeamViewer into the Allow list for each of them.

1. Go to the search bar and type in Quick, should automatically show up(Like Below)
   
2. The Engineer will then give you a code enter into the textbox, then press Share Sreen.
   
   
3. Then Click Allow.
   

1. Download Any desk from the following website:https://anydesk.com/en
   In Chrome the Download will appear at the bottom:
   In Firefox the Download will appear at the top:
   
2. Run the downloaded file and it will present you with this screen:
3. Supply the Albacore Engineer with the Code Show on the left:
   

How to get TeamViewer working on a TalkTalk users’ PC

Long story short TalkTalk has a system (HomeSafe) to block scammers from connecting to users’ PCs via remote software. You can read more on it here.

Below are two methods of bypassing this which will allow us to connect on via TeamViewer (this applies to ANY connection, anyone else using TeamViewer will also be able to after these steps.

Changing to Google/CloudFlare DNS

The first and quickest way is changing the local DNS on the machine to point to Google or CloudFlare.

1. Go to the Control Panel.
2. Click Network and Internet > Network and Sharing Centre> Change adapter settings.
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3. Select the connection for which you want to configure Google Public DNS. For example:
   • To change the settings for an Ethernet connection, right-click the Ethernet interface and select Properties.
   • To change the settings for a wireless connection, right-click the Wi-Fi interface and select Properties.
     
4. If you are prompted for an administrator password or confirmation, type the password or provide confirmation.
5. Select the Networking tab. Under This connection uses the following items, select Internet Protocol Version 4 (TCP/IPv4) and then click Properties.
   
6. Select Use the following DNS server addresses. If there are any IP addresses listed in the Preferred DNS server or Alternate DNS server, write them down for future reference.
   • Replace those addresses with the IP addresses of the Google DNS servers:
   • 8.8.8.8 and/or 8.8.4.4.
     
7. Hit OK and try to connect using TeamViewer again. You may have to reboot or run the “ipconfig /flushdns” command in an elevated command prompt session.

Changing the setting in TalkTalk’s ‘My Account’ page

This is the ‘official’ method and TalkTalk would probably prefer you using this… But it’s longer and needs the user to have their My Account details handy.

To turn HomeSafe ON

You’ll have the choice to activate Kids Safe, Homework Time and Virus Alerts. To do this you’ll need to click the ON switch (which will be highlighted green when active). It’s important when switching on Kidsafe and Homework Time that you confirm this setting by clicking the blue save changes button. Please note: it will take a few minutes for your changes to take effect.

To turn HomeSafe OFF

HomeSafe® protects your whole home online over every device connected to your TalkTalk broadband.

To keep you safe online we strongly recommend you keep Homesafe switched on, however, should you need to switch it off for any reason, follow the steps below.

1. Log into My Account
2. Select View HomeSafe settings from the My services drop down menu bar
   
3. Here it will show you what is currently turned on/off.
4. Choose your areas to switch off next to any of the three options. For Kids Safe, you’ll see a prompt asking if you’re sure you want to switch it off. Simply click the blue button (Turn Kidsafe OFF) to confirm and allow a few minutes for your changes to take effect.
   

Here is a summary of what each category does.

Kids Safe offers nine categories of websites, allowing you to easily block some or all of them. When you activate Kids Safe, you’ll see prompts to help you decide which categories to block.

Homework Time gives you the option to block sites such as gaming websites that commonly distract your children. The default settings will block the websites between 16:30 hrs and 18:00 hrs or you can set your own time period anytime between Monday to Friday or 7 days a week.

Virus Alerts ensure that every computer or device connected to your TalkTalk broadband can be better protected. This is thanks to the warning system, which lets you know when a website you’re trying to access is infected with a virus and advises you not to continue.