Get help from Mate HQ
Only do this while you're talking to a Mate HQ technician. Nothing gets installed, and the session ends the moment you close the app.
Download the support app
We couldn't tell which computer you're on. Pick Windows or Mac above, or ask your technician.
Then, three steps
- Open the file you just downloaded It's called CtrlMate-SOS-qs.exe, usually in your Downloads folder. If Windows asks "Do you want to allow this app to make changes?", choose Yes so your technician can help with everything on screen. Choosing No still works, but some admin windows will stay hidden from them. Open CtrlMate-SOS.dmg and double-click CtrlMate SOS. If your Mac asks whether to open it, choose Open. It will then ask for Screen Recording and Accessibility so your technician can see and control the screen: choose Open System Settings, turn on CtrlMate SOS, and come back. You may need to quit and reopen it once. Open it from wherever your browser saved it.
- Read these two numbers to your technician The app shows your ID and a code. The code is new every time you open the app.
- Choose Accept when they connect A box will say something like "Sarah from Mate HQ would like to help". Nobody can see your screen until you choose Accept. If you do nothing, it will say no for you. While they're connected, this stays at the top of your screen:
Verify your download
Every CtrlMate SOS download is code-signed by Mate HQ Pty Ltd. If you want to double-check the file, compare its SHA-256 with the list at /downloads/SHA256SUMS:
Get-FileHash .\CtrlMate-SOS-qs.exe (Windows PowerShell) · shasum -a 256 ~/Downloads/CtrlMate-SOS.dmg (Mac)
Your privacy
Who collects it: Mate HQ Pty Ltd (ABN on request), for the purpose of providing remote technical support you have asked for. What: the time of each session, which technician connected, and the device involved; a session may be recorded if you are told so at the start. How long: session logs are kept for 2 years, then deleted. Where: on servers in Australia. Questions or access requests: [email protected].
Your technician can see your screen and use your mouse and keyboard only while the app is open and only after you choose Accept. You can stop at any time by closing the app.
Before you accept, close any windows with personal or patient information they don't need to see.
Sessions are logged (who connected, when, to which computer, and any files transferred) and may be recorded for security and quality. Everything goes through Mate HQ's own servers in Australia; nothing is sent to third parties. By running the app and choosing Accept, you agree to the session.