# Run the support tool

For a one-off Support session, your customer downloads a small support tool from your Blink address and runs it. Nothing stays installed, and nothing has to be prepared on their computer beforehand. This page walks through what the customer sees, so you can talk them through it.

## How the customer gets the tool

1. In the console, open **Sessions**, select **Support code**, then **Create code**. Give the code to the customer by phone or by message. **Copy join link** copies the address of the join page.
2. The customer opens your Blink address in a browser, for example `https://yourname.onblink.cloud`. The join page is right at the root of the address (and also at `/join`).
3. They type the code and select **Download the support tool**.
4. The page shows **Your download has started** with the next steps for their computer.

The join page detects the customer's computer: a Mac gets the Mac app, everything else gets the Windows tool. The code length and whether it uses digits or letters depend on your server's settings, so read the code out exactly as the console shows it.

Each code works once and expires on its own. If the code is wrong or has expired, the page says **That code was not found or has expired. Ask your technician for a new one.**

## On Windows

1. Open the downloaded file. Its name starts with `blink-` and ends in `.exe`.
2. If Windows shows a warning, choose **More info**, then **Run anyway**.
3. Keep the window open while the technician works. Closing it ends the session.

While the session is live, a banner stays on the customer's screen.

:::tip[Need administrator rights?]
The support tool starts with the customer's own rights. If you need to work in an elevated program or install software, use **Run as admin** in the viewer. You can enter an administrator's username and password or use the UAC prompt; either way the customer approves a Windows prompt at their computer.
:::

## On a Mac

1. Open the downloaded app from the Downloads folder. Its name starts with `Blink-`. Safari unzips it automatically; in other browsers, double-click the zip first.
2. If macOS will not open it, go to **System Settings** › **Privacy & Security** and choose **Open Anyway**.
3. When macOS asks, allow **Screen Recording** and **Accessibility** for Blink. See [Allow Blink on a Mac](/install/mac-permissions/) for the details.
4. Blink shows in the menu bar while the session is live. Choose **End session** there to stop.

:::caution[Do not rename the app]
The app's name tells Blink which session it belongs to. If the customer renames it, it asks for a code instead. If that code is refused, create a new one.
:::

The Mac tool needs macOS 12.3 or later. It runs on Apple silicon and Intel Macs.

## Other devices

On an iPad the join page says **Use a computer** and does not offer a download. Blink does not run on phones, tablets or Linux. See [Check supported systems](/install/supported-systems/).

## If the download does not start

| Message | What to do |
|---|---|
| **Too many tries. Wait a few minutes, then enter the code again.** | Wait, then try again. |
| **The support tool is not available yet. Ask your technician for another way to connect.** (on a Mac: **The Mac support tool is not available yet…**) | Your server does not have that tool yet. An administrator can check **Instance** › **License** › **Agent builds**. |
| **The server could not check the code right now. Try again in a moment.** | Wait a moment, then try again. |
| **Could not reach the server. Check your connection and try again.** | The customer's browser cannot reach your Blink address. |
| **The download did not start. Enter the code again, or ask your technician for a new one.** | Try again; if it repeats, create a new code. |

For more, see [Fix a Support code that does not work](/troubleshooting/support-code-not-working/).