Occasionally, you may have an issue that our Customer Service agents aren’t able to troubleshoot through email or chat. If this happens, we may ask you to let us help by connecting directly to your BLD gaming PC. To do this, we use Microsoft Windows 10's built-in Quick Assist to establish a connection to your PC, which allows us to use your PC just like we were sitting right there with you.
We can only connect directly to your computer when you give us permission for that session, and you are able to see everything that we are doing. We will not change, copy, or delete anything on your PC without explaining what we’re doing and only with your permission.
Please note that we do not accept inbound requests for help using Quick Assist. You need to contact our customer service team via phone or chat, and, if needed, they will initiate a Quick Assist session to help troubleshoot your BLD system.
You’ll need to have a Microsoft account and be able to log in to it. You can manage your account, reset your password, or create a new account here: login.live.com.
What You Need to Do
While you are on the phone call or chat session with the agent, you’ll be asked to follow these steps to enable us to use Quick Assist.
Step 1. Open the Quick Assist application navigating to Start > Windows Accessories > Quick Assist. You can also find the application by typing “Quick Assist” in the Search bar and launching the Quick Assist shortcut.
Step 2. Click on Get Assistance in the Quick Assist window.
Step 3. Enter the 6-digit security code you receive from the BLD Customer Service agent that is helping you and click on the Submit button. This security code expires after 10 minutes, so it can only be used for the current troubleshooting session. This helps prevent unwanted access to either your computer or our Customer Service agent’s computer.
Step 4. You will see a confirmation screen, and you’ll have to agree to give the agent access to your PC. To start the Quick Assist session, click on the Agree button.
Once you’ve agreed, a connection between your computer and the agent’s will be established. This can take a minute or two, depending on network speeds, so please be patient. Once the connection is made, the agent will be able to see your desktop on their screen and will be able to use their mouse and keyboard to access your computer.
IMPORTANT NOTE - The BLD Customer Service agent will have the same privileges and access that you—the computer’s owner—do. This is so they can verify settings, perform driver installations, etc. You will be able to see everything as it happens, and if you have questions about what they are doing, please ask. Our policy is that our agents will only access the information they need and will never make any changes without explaining them to you and obtaining your permission. You may end the Remote Assistance session any time you want and we will not be able to reconnect without your permission.