What is ANW Connect?

ANW Connect allows you to connect directly to your ANW customer support representative – without having to go troll through our website first. Think of it as a hotline to us.

How do I use the ANW Connect?

ANW Connect will be installed on your PC. Once it is installed, you will have an icon on your desktop. We will now assume that you are having difficulties with your PC, and would like to request help.

Connecting to a Technician Using the Connect to Remote Support Form

1. To connect to your customer support company, simply click on the desktop icon and by default ANW Connect will open at this screen:

2. To connect to a technician at your customer support representative, simply enter the information in the fields, then click on Connect.

3. Next, a chat box will open:



4. The status of the above session is Waiting for Technician, this means that your session will soon be picked up by one of our support techniciansy. At this stage, you are not able to communicate with anyone.

5. As soon as a technician at your support company picks up your session, the form of the box will change and you will be notified that you are connected to a technician:

6. You are now able to type text into the empty field highlighted above and to “talk” live to the technician:



7. Type in your message, then click the Send arrow to send the message to the technician. The technician will respond in a similar way to assist you.

8. Previous messages in the conversation will appear in field A, as in the example below, and you type in new messages in field B, as below.

9. The above is an example of a conversation between a customer (in blue) and the technician (in red).

10. The chat conversation can continue for as long as is necessary to solve any issues you may have. Remember to click the Send button every time you want to send a message to the technician.

11. Once you are connected, your technician may want to use some diagnostic tools to check out your machine. S/he will ask you for permission to use these tools, e.g. Remote Control, where the technician takes control of your machine from his/her machine. If you are not sure what this involves, ask your technician for more details before giving permission. However, if you decide not to give permission, this might restrict the technician’s ability to solve your issue.

12. If you want to end the chat conversation at any time, click on the red Disconnect button.