Remote support

RustDesk Installation & Remote Support Procedure

MyPrivate Family Office — Client Support Guide

This procedure explains how to install RustDesk on Windows (if not already installed) and how to grant the MyPrivate Support Team temporary remote access to assist you.

Part 1 — Check if RustDesk is Already Installed

1. Click the Start menu and type RustDesk.
2. If the application appears, it is already installed — skip to Part 2.
3. If nothing appears, proceed to Part 1a below.

Part 1a — Installing RustDesk on Windows

1. Open your web browser and go to the official RustDesk site: https://rustdesk.com
2. Click Download, then select the Windows (.msi) installer (not the .exe).
3. Once downloaded, locate the file (usually in your Downloads folder) and double-click it to run the installer.
4. Follow the on-screen prompts, accepting the default settings, until installation completes.
5. Once finished, launch RustDesk from the Start menu — it will display your ID and Password on the main screen.

Part 2 — Granting the MyPrivate Support Team Access

For each support session, follow these steps:

1. Open RustDesk (Start menu → RustDesk, or double-click the desktop icon if one was created).
2. On the main screen, locate the panel labeled Your Desktop, which shows two values:
   • ID — a 9-digit number
   • Password — a temporary one-time password (this changes each time RustDesk restarts, unless you've set a fixed password)
3. Contact the MyPrivate Support Team (by phone, email, or your usual support channel) and provide both the ID and the current Password.
   • Do not send this information anywhere other than directly to your confirmed MyPrivate contact.
   • Treat the Password like a one-time key: anyone with your ID and Password can view and control your screen for the duration you allow.
4. Once you've shared these details, stay at your computer. When the support technician connects, a permission prompt will appear on your screen.
5. Click Accept to allow the connection. You will see the technician's cursor move on your screen — you can watch everything they do in real time.
6. You remain in control at all times:
   • You can move your own mouse to interrupt the session at any moment.
   • You can end the session immediately by closing the RustDesk window or clicking Disconnect.

Part 3 — After the Session

1. Once support is complete, click Disconnect or simply close the RustDesk window.
2. If RustDesk was installed only for this session and you do not expect to need it again, you may uninstall it via Settings → Apps → Installed apps → RustDesk → Uninstall.
3. If you expect to need remote support again in the future, you can leave RustDesk installed — a new Password is generated automatically each time it starts, so no old access remains valid.

Security Notes

• MyPrivate Support will never ask you to read out banking credentials, MyPrivate login passwords, or one-time codes over the phone during a RustDesk session — only the RustDesk ID and Password are needed.
• Never share your RustDesk ID/Password with anyone claiming to be support unless you initiated or independently confirmed the contact.
• The temporary password refreshes automatically, so there is no lasting "open door" to your machine after the session ends.