Remote Computer Help: Slow PC, Mac & Software

Q: Can you remove a virus?

We can check for malware and remove it where possible. If a scammer contacted you, we can also check for remote-access software left on your computer. We never show fake virus warnings.

What we help with

Computer problems we fix remotely

Slow computer

Slow start-up, freezing, a full drive, or a browser that crawls. We check what is running and what is using up space or memory.

New computer setup

Setting up a new Windows PC or Mac, signing in, installing your programs and moving over files, photos and bookmarks from the old one.

Software installs and updates

Installing or updating programs, fixing ones that will not open, and sorting out Windows or macOS updates that are stuck.

Microsoft 365

Signing in to Word, Excel and Outlook, activating or fixing an Office subscription, and OneDrive saving to the wrong place.

Backups

Setting up an automatic backup to an external drive or cloud service, and checking that you can actually get a file back.

Antivirus and malware

Choosing and setting up antivirus, and checking for unwanted software. Call us if you think something is wrong.

Prefer a slower, more patient style of help? See help for seniors.

Try this first

A slow computer: five things worth checking

Restart it properly. On Windows choose Start, then Power, then Restart (not Shut down, which can keep some settings from fully resetting). On a Mac use the Apple menu, then Restart.
Check your free space. On Windows open Settings, System, Storage. On a Mac open the Apple menu, System Settings, General, Storage. If the drive is nearly full, the computer slows down.
Look at what starts with the computer. On Windows press Ctrl + Shift + Esc and open the Startup tab. On a Mac see System Settings, General, Login Items. Turn off things you do not use.
Install pending updates. Windows Update or macOS Software Update, then restart.
Check the browser. Remove extensions you do not recognise, and close tabs you are not using.

If it is still slow, call us. A very old computer or a failing drive may need a hardware fix that cannot be done remotely, and we will tell you honestly.

Price

$100 CAD flat for a one-time remote session. No charge if we can't fix the problem remotely.

Prices are in Canadian dollars; your card company converts the amount to US dollars at its exchange rate.

Our number is in British Columbia, Canada. Calls from the US are dialed like any US number; check with your phone provider about long-distance charges.

The fee covers up to two remote sessions for the same problem.

What remote support can and cannot do

Being honest about limits

We can fix software, settings, accounts and most slowdowns remotely.
We cannot repair a cracked screen, a broken keyboard or a drive that has physically failed. For failed drives, a data recovery lab is needed.
We can try to recover deleted files and photos from the recycle bin, backups and cloud services. Recovery is not always possible.
If we cannot fix it remotely, you are not charged.

Questions

Computer help questions

Why is my computer so slow?

Common causes are too many programs starting with the computer, a nearly full drive, pending updates, an old browser full of extensions, or unwanted software. We look at what is actually running and fix what we find. An older computer with a failing drive or very little memory may need a hardware upgrade, and we will tell you if that is the case.

Can you move my files to a new computer?

Yes, in most cases. We can help copy your documents, photos, browser bookmarks and email to a new Windows PC or Mac while you watch. Files must be readable on the old computer; a drive that has physically failed needs a data recovery lab.

How much does it cost?

A one-time remote session is a flat $100 CAD, for customers in Canada and the United States. If we cannot fix the problem remotely, you are not charged.

Is it safe to let you connect to my computer?

A remote session only starts when you agree to it, and you can watch everything on your screen. You can end the session at any time. We never call, text or email you first.

Can you remove a virus?

We can check for malware and remove it where possible; see our virus and scam clean-up page. For email problems, see email and account help. If you were contacted by a scammer, see how to spot a tech-support scam. We never show fake virus warnings.

How we keep you safe

Our promises

We never call, text or email you first. We never show pop-up warnings. We never ask for payment by gift card, wire transfer or cryptocurrency. Remote sessions happen only with your permission, and you can end the session at any time.

How we connect: with Quick Assist (built into Windows) on a Windows computer, or LogMeIn on a Mac. You start it, you see everything we do, and you can end it at any time.

Payment and sessions: we accept all major credit and debit cards. The $100 CAD fee covers up to two remote sessions for the same problem.

Support hours

Monday – Friday, 8 am – 8 pm Pacific Time (Mountain 9 am – 9 pm, Central 10 am – 10 pm, Eastern 11 am – 11 pm, Atlantic 12 pm – 12 am). Closed Saturday and Sunday.

Computer trouble? Call (236) 258-3060

$100 CAD flat for a remote session, anywhere in Canada and the United States. Only with your permission.

Monday – Friday, 8 am – 8 pm Pacific Time. Prices are in Canadian dollars; your card company converts the amount to US dollars at its exchange rate.