We are happy to help you install your software – to remove your old antivirus software – or to diagnose problems with updates. The method we use to do that, is to use remote help tools to take over control of your mouse and keyboard. Obviously we do this with your permission. How we do this is as follows… 1. you open your browser to: http://logmein123.com 2. you enter the 6 digit code provided to you by our technician 3. download and run the remote control applet 4. unblock the applet from firewall and allow us to elevate permissions (needed to install software) 5. sit back and watch us work!