Introducing TeamViewer for Remote Desktop Share with Illumina Support Teams

Using TeamViewer for remote desktop shares requires a one-time download of the TeamViewer QuickSupport application. Navigate to the appropriate TeamViewer QuickSupport support site for Linux, Windows, or Mac OS (depending on which OS is on the computer that is to share the desktop) and scroll down to find the download icon for the TeamViewer QuickSupport application. Select the download icon to download the software installer.

After it has been downloaded onto an Illumina instrument or personal computer, follow the instructions for the appropriate operating software to install the application.

Installation on a Windows OS

• After QuickSupport.exe has been saved to the desktop, double-click to launch

• When using TeamViewer QS on Windows instruments, the Software Restriction Policies (SRP) feature must be disabled to run this program. SRP must be disabled each time TeamViewer is run unless TeamViewer is added as an exception. Follow instructions outlined in How to disable and add exceptions to the Software Restriction Policies for TeamViewer in Windows 10 to temporarily disable SRP and add TeamViewer QS as an exception.

Installing on a Mac OS

1. Save the installer to the local system.

2. Locate and double-click installer to initiate installation.

3. Follow prompts to complete installation.

4. Double-click to launch once installation completes.

   • Tip: Create a shortcut for TeamViewer QuickSupport on the desktop for easy access.

Installing on a Linux OS

There are currently three Linux-based Illumina systems. Each system has a unique install process and instructions for install can be found in the following Knowledge Base Articles:

• MiSeq i100 Series: Activating TeamViewer on the MiSeq i100 Series instruments

• NextSeq 1000/2000: How to install TeamViewer QuickSupport on NextSeq 1000/2000

• NovaSeq X Series: How to install TeamViewer QuickSupport on the NovaSeq X Series Instruments

Sharing a Desktop with Illumina Support

When setting up a remote desktop share session with Illumina support, double-click the QuickSupport application icon.

After the application has launched, a QuickSupport window opens that includes Your ID and Password. Provide Your ID and Password to the Illumina Support team to set up the remote desktop session.

Your ID is specific to the computer/instrument the application is installed on and will not change. The Password will change every time the TeamViewer QuickSupport application is launched. Illumina support can only connect to a user's computer if the TeamViewer QuickSupport application is open and Password shared is current.

For more about the security of using TeamViewer, see the TeamViewer Security Site.

For any feedback or questions regarding this article (Illumina Knowledge Article #3599), contact Illumina Technical Support [e-mail].