Remote Support Intake Checklist: What to Gather Before We Connect

TL;DR: A remote session succeeds or fails based on what you collect before we connect. This remote support intake checklist helps Palm Beach County residents and businesses gather the right device, network, and issue details so we can diagnose faster, reduce back-and-forth, and fix problems in fewer sessions.

From an operational standpoint, remote support is a workflow. Inputs go in (accurate details, screenshots, network context), diagnostics happen, and outputs come out (a stable fix, documentation, and prevention steps). If the inputs are incomplete, we hit failure points: wrong assumptions, wasted time, and repeat sessions. This works fine until it does not. And when it does not, it fails hard, usually right when you need the machine most.

Why a remote support intake checklist matters (failure points we see daily)

Let me walk you through the failure modes. Remote troubleshooting is not magic, it is controlled observation plus repeatable tests. When key details are missing, we cannot reliably reproduce the issue, and that creates a single point of failure in the diagnostic process.

Common failure points when clients are not prepared

1. Unclear symptoms: “It is broken” does not map to a specific subsystem. We need the exact behavior and what changed.
2. No error evidence: Without the exact error text or screenshot, we guess. Guessing increases time-to-fix and risk.
3. Unknown device context: OS version, storage type, and security software change the troubleshooting path.
4. Network unknowns: Remote diagnostics depend on stable connectivity and correct router and ISP context.
5. Consent and access confusion: If you are not ready to approve prompts, we stall midstream.

If uptime matters, this step is not optional. The checklist below is designed to be evergreen and repeatable, whether you are a home user in Palm Beach Gardens or a small office in West Palm Beach running critical line-of-business apps.

Remote support intake checklist (what to gather before remote IT support)

This is the core remote support intake checklist. Think of it as three buckets: device details, issue details, and network details. In practice, if you can provide 80 percent of this upfront, most remote sessions become shorter and more decisive.

1) Contact and environment basics (so we do not lose the thread)

• Best callback number (in case the remote tool disconnects).
• Best email address (for sending logs, screenshots, and step summaries).
• Physical location (Palm Beach County city/area is enough). For businesses, note if this is a single site or multiple sites.
• Time constraints: Any hard deadlines (meetings, payroll runs, closing tasks). This helps us prioritize safe quick wins first.

2) Device details for remote support (identify the system, reduce wrong paths)

• Device type: desktop, laptop, all-in-one, Mac, or Windows PC.
• Manufacturer and model: for example, Dell OptiPlex, HP Pavilion, Lenovo ThinkPad, Apple MacBook Pro.
• Operating system: Windows 10, Windows 11, or macOS (include the version if you know it).
• Is it a work-managed device? If your company uses Microsoft 365, Intune, Jamf, or a domain, say so. Policies can block changes.
• Power status: plugged in, battery only, docking station, external monitors. Power and docking issues can masquerade as software problems.

If you need help finding your Windows version and build, use this reference from Microsoft Support: find your Windows version and build. Accurate OS info prevents us from recommending steps that do not apply.

3) Account and access readiness (avoid mid-session lockouts)

• Do you know your login credentials? If not, say that upfront. Password resets can be a separate workflow.
• Admin access: Can you approve prompts that ask for permission? If you are not an administrator, we need the admin present.
• Encryption awareness: If you use BitLocker (Windows) or FileVault (Mac), note it. It affects recovery options.
• Two-factor authentication: Have your phone available if your email or Microsoft account uses MFA.

4) Remote troubleshooting information (what happened, when, and what changed)

Here is what actually breaks in real environments: change without documentation. A driver update, a new printer, a VPN client, a browser extension, a power outage. We troubleshoot faster when we know the timeline.

• Exact symptoms: What you expected vs what happened.
• Start time: When did it first occur? Has it been intermittent or constant?
• Scope: One app, multiple apps, or the whole system?
• Recent changes: updates, new software, new peripherals, new ISP/router, travel, or account password changes.
• What you already tried: reboot, reinstall, safe mode, different browser, different Wi-Fi. This prevents loops.

5) Error message screenshot tips (evidence beats memory)

From an operational standpoint, screenshots are structured data. They capture exact wording, error codes, and context that cannot be reconstructed reliably after the fact.

• Capture the whole window, not just the error line. Context matters.
• Include the taskbar/menu bar if possible. It helps confirm the app and environment.
• Get the error code (for example, 0x800..., specific app codes, or VPN error numbers).
• Take multiple screenshots if there is a sequence (prompt 1, prompt 2, final error).
• Redact sensitive info (account numbers, full email addresses, patient data). If you cannot redact, tell us and we will use live viewing instead of storing images.

Consequence of skipping this: we spend session time trying to reproduce a one-time pop-up that disappears. That is a predictable way to turn a 20-minute fix into a multi-session investigation.

Network info for remote diagnostics (remote support lives or dies on connectivity)

Remote support is a dependency chain. Your device must reach the internet, your network must be stable, and nothing in the path can block the remote tool. Network unknowns are classic single points of failure.

1) Connection type and stability

• Wi-Fi or Ethernet: Ethernet is preferred for stability during remote sessions.
• ISP name: Comcast/Xfinity, AT&T, Verizon, etc.
• Any VPN in use? Work VPNs can block remote tools or route traffic unpredictably.
• Do other devices have issues? If everything is slow, we troubleshoot the network first.

2) Router and Wi-Fi basics (enough detail to avoid blind spots)

• Router brand/model if known.
• Are you on guest Wi-Fi? Guest networks often block device-to-device communication.
• Signal quality: if you are far from the router or behind concrete walls, expect drops.

3) Firewall and security software notes

• Third-party antivirus/security (Norton, McAfee, Bitdefender, etc.).
• Business security controls (managed firewall, web filtering, EDR). These are not problems, but we need to know they exist.

If you suspect malware, do not start downloading random “cleanup tools.” That is how people convert a fixable infection into data loss. Use vetted guidance, like Malwarebytes resources on common malware and remediation, and then coordinate a controlled cleanup plan with a technician.

Safe screen sharing preparation (privacy, scope, and control)

Remote support should be safe by design. The goal is to solve the problem without creating new exposure. In practice, safety comes from limiting scope, validating prompts, and keeping you in control.

1) What to close or log out of before we connect

• Banking and payment tabs, password managers, and sensitive documents.
• HR, medical, or regulated data if you are a business user.
• Email drafts that contain confidential data.

Consequence: if sensitive data is on screen during a session, you have created an unnecessary exposure event. Even if nobody mishandles it, it becomes a compliance and trust problem. Prevention is cheaper.

2) Confirm you are using the right support path

For Fix My PC Store clients, use our official remote IT support service page to start the session workflow. Avoid clicking links from unsolicited emails or pop-ups claiming to be “tech support.” That is a common scam pattern.

3) Remote session consent (what we will and will not do)

• You should expect to approve access prompts. If you do not see prompts, something is off.
• You can end the session at any time. That is non-negotiable.
• We will explain why before how, especially when changing settings, uninstalling software, or touching security controls.
• We scope changes to the issue. Random “tuning” is how systems become unpredictable.

Remote computer repair checklist for faster fixes (what to do 10 minutes before)

This is the quick pre-flight. The goal is to remove friction so the actual troubleshooting time is spent on diagnostics, not logistics.

1. Reboot once before the appointment. Not five times, once. It clears stuck updates and frees resources.
2. Plug in the device and disable battery saver modes that throttle performance.
3. Have peripherals ready (printer on, scanner connected) if the issue involves them.
4. Set up a stable workspace where you can stay with the computer for the first 10 minutes to approve prompts.
5. Keep your phone nearby for MFA codes and as a backup contact method.

If your issue is hardware-adjacent (overheating, clicking drive, broken screen, liquid exposure), remote support can still triage, but it may end with an in-shop recommendation. That is where computer repair diagnostics and repair service becomes the right next step.

Palm Beach County remote support: what locals and small businesses should add

Local context matters because environments vary. Condo Wi-Fi, small office networks, and multi-tenant buildings introduce shared infrastructure and intermittent interference. If you are in Palm Beach County, include these extra details to reduce guesswork.

1) For residents (condos, HOAs, shared Wi-Fi)

• Are you on building-provided internet? Shared networks can restrict remote tools.
• Do you have your own router behind the building network? Double NAT can complicate certain connections.
• Any recent outages or maintenance? Power events often cause router instability.

2) For businesses (repeatable intake equals predictable support)

• How many users affected? One user vs everyone changes the diagnosis.
• Critical apps involved (QuickBooks, Microsoft 365, industry-specific software).
• Do you have a server or NAS? File access issues often trace back to storage or permissions.
• Who approves changes? Identify the decision-maker to avoid stalled remediation.

If your business wants this checklist turned into a standard operating procedure with documentation, monitoring, and patch management, that is the point of managed IT services for small businesses. Prevention scales. Reaction does not.

What happens after you submit the checklist (the workflow we follow)

I mentally diagram remote sessions as: intake - validate - observe - test - change - verify - document. Skipping steps creates hidden failure points.

Our standard remote session flow

1. Validate identity and scope (right device, right user, right issue).
2. Confirm backups and risk if the fix touches data, accounts, or storage.
3. Reproduce the problem with you watching, so we align on symptoms.
4. Run targeted diagnostics (logs, health checks, network tests) based on the evidence.
5. Apply the smallest effective change and verify the outcome.
6. Document what we did and list prevention steps to reduce recurrence.

Copy-paste intake template (send this to us before we connect)

If you want a repeatable process, use this template. It is designed to be fast for you and high-signal for us.

REMOTE SUPPORT INTAKE
1) Name + best callback number:
2) City/area in Palm Beach County:
3) Device type + brand/model:
4) OS (Windows 10/11 or macOS version if known):
5) Is this a work-managed device (company policies/VPN/MDM/domain)?:
6) Issue summary (what you expected vs what happened):
7) When it started + how often it happens:
8) Any recent changes (updates, new apps, new printer/router, password change)?:
9) Exact error text or attach screenshot(s):
10) Network: Wi-Fi/Ethernet + ISP + VPN yes/no:
11) Security software (if known):
12) Best time for remote session + any deadlines: