Remote Support
On the phone with us right now? Start at step 1. Everything else on this page can wait.
1. Download Copier1 Support
On the computer we are going to work on — usually the one that needs to print.
Works on Windows and Mac. The file goes to your Downloads folder — open it from there and it takes about thirty seconds.
Nothing downloads on its own. Click the button.
2. Allow the permissions
It will ask for permission to run, and on a Mac it will also ask for screen recording and accessibility access. Say yes to all of them. Without those we can see nothing and the call cannot go anywhere.
On Windows you may get a blue "Windows protected your PC" box. Click More info, then Run anyway. That appears because the file was downloaded, not because anything is wrong with it.
3. That's it — we connect
There is no code to read out. Once it is installed and permitted, your machine appears on our screen and the technician connects straight away. You will see a notification when the session starts.
Stay at the machine if you can. We will often need you to open a door, check a display or confirm a page came out.
4. When the call is finished
We remove your computer from our system at the end of every call. Once it is removed we cannot connect to it again — if you need us next time, you download it again from this page. That is deliberate. We would rather you re-download than leave a door open.
Removing it on our side revokes our access. The software itself stays on your computer until you uninstall it, so here is how, and it takes less than a minute:
- Windows — Settings → Apps → Installed apps → find Splashtop → Uninstall.
- Mac — open the Applications folder, drag Splashtop to the Trash, then empty it.
Uninstall it whenever you like. It does not affect your copier, your warranty or anything we have set up.
Would rather not install anything? Use a one-time session
If your IT policy does not allow installed software, or you simply prefer not to, we can run a single session that leaves nothing behind.
- Windows — download SplashtopSOS.exe
- Mac — download SplashtopSOS.dmg
- Chromebook — stay on the line and we will send you the right link, or call 888-866-2679.
Run the file — it installs nothing permanent — and it shows a 9-digit code. Read that code to the technician and we connect. Close the app at the end and access ends completely.
Not on the phone yet? Book a session
Book a remote support session →
Pick a time and you will get a confirmation email. We call the number you give us at the appointment time — be reachable at that number, because if we cannot get hold of you the session has to be rebooked.
Bookmark this page before your appointment. It is easier to find now than it will be while a technician is waiting.
What we can fix remotely
- Getting the copier onto your network and printing from every workstation
- Scan to email, scan to folder, scan to USB
- Driver installation and print queue problems
- Address books, user codes and department counters
- Default settings — tray selection, duplex, colour restrictions
- Fax setup, where fax was purchased
- Reading error codes and working out whether a part is needed
What we cannot fix remotely is anything mechanical — a jam, a failed fuser, a worn feed tire. For those, request a service call and we will send somebody.
Before your appointment
Five minutes here saves twenty on the call.
- Have the copier powered on and connected by ethernet cable to your network
- Know the model and the serial number — the serial is on the rating plate inside the front door
- Get the machine's IP address if you can: press Counter, Utility or Settings on the panel and look for Network
- Be at a computer that can reach the copier
- Close anything confidential on your screen
- If an outside firm manages your IT, have someone available who can approve an install or a firewall change
Use a computer on the same network as the copier. Connecting to a laptop on a different network means we can see your screen but cannot reach the machine — and that is the single most common reason a session gets rebooked.
One thing worth knowing about copiers and wi-fi
Commercial copiers usually have no built-in wi-fi. They connect by ethernet cable, and once connected, wireless devices on that network print to them normally. If there is no network cable running to where the machine sits, that is a cable you need before we can do anything — and it is worth sorting out before the appointment rather than during it.
What a session can and cannot do
- While connected, the technician sees what is on that screen and can control that computer. You will see a notification while a session is running.
- We do not record sessions and we do not keep copies of anything on your machine.
- We remove your computer from our system when the call ends, which revokes our access.
- You can uninstall the software at any time — see step 4.
- We do not collect the contents of documents you copy, scan, print or fax. See our Privacy Policy.
We will never call you out of the blue asking you to install remote access software. A session only ever starts from an appointment you booked, or a call you made to us. If somebody rings claiming to be Copier1 and asks you to install something, hang up and call 888-866-2679 yourself.
What it costs
| When | Cost |
|---|---|
| First 3 months after delivery | Free |
| Initial network setup, up to 3 workstations | Free, included with retail delivery |
| Under a maintenance plan | Included |
| Otherwise | Quoted before the session — you will never be charged without being told the figure first |
Common questions
How do I start a Copier1 remote support session?
Go to copier1.com/remote, click Download Copier1 Support, run the file and allow the permissions it asks for. The technician connects from there — there is no code to read out.
Does Copier1 keep access to my computer afterwards?
No. We remove your computer from our system at the end of every call, which revokes our access. The software stays installed until you uninstall it, and step 4 above shows how.
Can I get help without installing anything?
Yes. Use the one-time session option. You run a file that installs nothing permanent, it shows a 9-digit code, you read the code to the technician, and closing the app ends access completely.
Is it safe to let Copier1 connect to my computer?
You choose to install it and you choose to allow the permissions — nothing happens until you do. You see a notification while a session is running. We record nothing, we remove your computer from our system when the call ends, and you can uninstall the software at any time.
Will remote support work if my IT blocks installs?
Use the one-time session option, which installs nothing permanent. If your IT blocks downloads entirely, we still support you by phone and email with written instructions and video guidance, and on-site networking can be quoted.
How much does remote support cost?
Free for the first 3 months after delivery, and the initial network setup for up to three workstations is free with any retail delivery. After that it is included in a maintenance plan, or quoted per incident before the session starts.
Can you fix a paper jam remotely?
No. Anything mechanical needs a technician on site — request a service call. Remote support covers networking, drivers, scanning, settings and diagnosing error codes.
Stuck on any of this?
Call 888-866-2679 or email sales@copier1.com. Monday to Friday, 9am–5pm Eastern. A person answers.
Related: Request a service call · Warranty & Purchase Agreement · Guides and articles