# Remote Support Setup Guide for PhotoRobot This PhotoRobot user manual describes the installation of the Splashtop SOS (EU) app for remote technical support of PhotoRobot. ## Remote Support Setup Guide for PhotoRobot This user manual describes the installation of the **Splashtop SOS (EU)** app for **remote technical support of PhotoRobot**. Splashtop SOS allows PhotoRobot technicians to access a customer’s computer and provide technical assistance after the user grants permission for a specific case. Our technicians are then able to use Splashtop Business to access the computer with the technical support request. **It is thus important that the user download and install Splashtop SOS immediately when installing PhotoRobot Controls.** More importantly, the user must install the **correct regional version (EU)** of the Splashtop SOS app so that PhotoRobot can access the system. This helps to avoid any delays in technical support requests, such as when a user does not have sufficient rights to install the app. Installing the app at the same time as PhotoRobot Controls will ensure users have the support they need when they need it. **Note:** For the complete walkthrough on the installation and use of PhotoRobot Controls, refer to [PhotoRobot - Getting Started](https://www.photorobot.com/manuals/getting-started). ## Download Splashtop SOS for the EU Region It is crucial that the user downloads the **EU regional version of the Splashtop SOS app**. This is due to the EU-based location of PhotoRobot technicians. Be aware that there is also a US regional version of Splashtop SOS, but the US version does not allow PhotoRobot to access your system. In order to download the **EU-region version of the Splashtop SOS app**, copy and paste the following link into your browser. - **https://sos.splashtop.com/en/sos-download?region=eu** After opening the page, the Splashtop SOS installer will download to your computer, or you can click one of the links to manually download the installer if necessary. The page describes the steps to finding and installing the application on your computer, and how to allow the application’s remote support. ## Opening and Closing Remote Support in Splashtop SOS To allow access to your computer, Splashtop SOS will create a 9-digit number which you provide to your IT admin. The admin will then be able to use this number to access your computer. When you want to end a support session, quit the program. The application will no longer be able to remotely access your computer until you download and run the program again. ## For Additional Support & Troubleshooting If experiencing issues, refer to [PhotoRobot Troubleshooting](https://www.photorobot.com/manuals/troubleshooting) for common problems and their solutions. For additional support, [create a support ticket](https://support.photorobot.com/) through your PhotoRobot account.