Home remote support
Friendly remote help while you stay in control
This page explains what JM Restart installs, what you will see and how to stay safe. Only use the download after speaking with us or when directed through a support request you recognise.
What it does
Splashtop Streamer lets us help from another location
Remote support allows an authorised JM Restart technician to see and work on your computer without travelling to your home. We use Splashtop Streamer and create a separate package for each customer group.
For new home customers, the normal setup asks you to approve a connection. If you do not approve it, the request is denied.
You remain in control
- A notification appears when somebody first connects
- The app shows an active connection
- The taskbar icon changes colour during the session
- You can decline or ask us to stop
- You can exit or uninstall the Streamer
- Your computer returns to the lock screen when we disconnect
Who can connect
Named people, individual accounts and session records
Matthew Baker and Jason Mok are currently the only people permitted to initiate JM Restart remote sessions. Each has an individual account.
Splashtop portal logs are retained for twelve months. They record the device accessed, the operator, the source IP address and file-transfer activity. If JM Restart adds technicians in future, access will remain limited to authorised technicians with individual accounts.
Stay safe
A scammer may use genuine software for a dishonest purpose
The name of the program does not prove that the person asking to connect is genuine. What matters is whether you requested help and independently recognise the person or support route.
Stop the call if somebody:
- calls unexpectedly and says your computer, internet or bank account is in immediate danger;
- asks you to keep the call secret;
- asks you to reveal a password, banking PIN or one-time code;
- asks you to move money, buy gift cards or cryptocurrency; or
- tries to prevent you from calling JM Restart, your bank or a family member independently.
Our remote-support pledge
We will identify ourselves, relate access to support you requested or agreed maintenance, explain what we intend to do and respect a request to stop. We will never use a support session to ask you to transfer money, buy gift cards or cryptocurrency, reveal a banking PIN, or disclose a one-time security code.
If you are uncertain, hang up and call JM Restart independently on 01473 527430.
Before you download
Only continue when you know the request came from JM Restart
If somebody unexpectedly directed you here, do not install anything. Call us using a number you have checked independently.
Installing the package does not remove your privacy rights. See our Privacy Notice.