Connection issues can occur due to your internal network firewall policy, the inability to download necessary update files during connection attempts, or the security options of your internet browser.
- If the connection is blocked by your internal network firewall, please contact our customer service or submit an online inquiry. We will send you the firewall exceptions list via email.
- If you cannot download the necessary update files or if there are issues with your internet browser's security options, please follow the steps below to address the problem.
1) Press Windows + R > Type “%temp%” > Press ENTER.
2) Delete the “Update” folder.
3) Navigate to C:\Users\Public\Documents\Rsupport and delete the “rcc50” folder.
4) Go back to the connection link (113366.com), click “Start remote support” to download the file.
5) Open the Download folder and right-click the file to Run as an administrator.
If the issue persists, please follow the additional steps:
6) From the Windows search bar, search Internet Options > Click Open
7) Click on the “Security” tab > Select the “Trusted sites” and click “Sites”.
8) Add *.startsupport.com in the “Add this website to the zone” field.
- Untick “Require server verification (https) for all sites in this zone”
9) If the issue continues, you may need to either disable the manually applied security options in your internet browser or reset the browser settings from the Advanced tab and try again.
