Support

Select the topic below that best matches your support question and read our most common questions and answers. If you do not find an answer below you may submit a support ticket.

 
Support Topics

Cannot connect to the remote computer
I connect but only get a black screen
My computer is behind a router
What about my firewall software?
How do I control the remote PC?
I lost my serial number
I got a new computer - now what?
How do I subscribe to keep using ComputerSnooper?
I lost my web login information
Being notified by email when the remote PC is online
How do I watch more than one computer?

 
More How-To's

How to change computers with ComputerSnooper
How to terminate a running program on the remote PC
How to take control of the remote PC

 
Submit A Support Ticket

Click here to submit a support ticket

 
Download Help File

Click here to download the Computer Snooper help file

 
Cannot connect to the remote computer

Q: I cannot connect to the remote computer.

A: The remote PC may have already gone offline. Between the time when you logged on ComputerSnooper.com and when you tried to connect, it may have gone offline. Log back in and check the remote PC status.

Also, it may be your firewall setting on the PC you are trying to view from. Make sure it is not being blocked. If it prompts asking permission to connect, be sure to click Yes.

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I connect but only get a black screen

Q: I can connect to the remote PC but get a black screen in my viewer.

A: This is because the user of the remote PC is in hibernate mode or at the Windows login screen. Unfortunately you cannot see these screens through the viewer.

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My computer is behind a router

Q: My computer is behind a router. How do I set this up?

A: There are no special settings for this. Computer Snooper will still work being behind a router.

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What about my firewall software?

Q: I am using firewall software. What about this?

A: All you need to do is enable ComputerSnooper to run through the firewall software. Normally most firewall software will popup a window when ComputerSnooper attempts to go online. It will ask to block it or allow it. Select to allow it always.

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How do I control the remote PC?

Q: How do I control the remote PC?

A: To be able to control the remote PC, you must be subscribed to the Pro version of ComputerSnooper. The basic version does not allow you to take control of the remote PC. During the trial period you do have Control access to the remote PC. Just click the Control icon at the top of the viewer to toggle Control on and off.

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I lost my serial number

Q: I lost my serial number. How do I get it again?

A: Log into your ComputerSnooper account on our web site and at the bottom select the link to view your serial number.

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I got a new computer

Q: I got a new computer - now what?

A: You can easily use ComputerSnooper with your same serial number on the new computer. First, if the previous computer is still online, go into the setup of ComputerSnooper and clear out the serial number. Then restart the computer.

Next, log into your ComputerSnooper account on the web site and select the link to reset your serial number for a new computer.

Now install ComputerSnooper on the new computer and use your existing serial number with that computer. Restart the PC when done. Its now ready to go!

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How do I subscribe to ComputerSnooper?

Q: My trial is over or almost over. How do I subscribe to ComputerSnooper?

A: Log into your ComputerSnooper account on our web site. Then click the link to subscribe. Be sure to restart the remote PC after you have subscribed.

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I lost my web login information

Q: I lost my web login information. How do I login now?

A: Click the Forgot Password link. You will then enter your email address you used when signing up. Your existing username and password will be instantly emailed to you to login with.

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How do I know when the remote PC goes online?

Q: How do I know when the remote PC goes online?

A: You can setup ComputerSnooper to send you an email instantly when the remote PC goes online. Log into your ComputerSnooper account on our web site and click the Email Notification link. You can setup up to 5 email addresses to receive an email when the remote PC goes online.

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How do I watch more than one computer?

Q: How do I watch more than one computer?

A: You will need a serial number for each computer you want to watch. Just signup for each computer using a different username and password for each. Then login for each account to view.

Very soon we will support just one login for multiple computers.

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