Remote Assistance
Our technicians on your screen, in seconds
Plank Here! is the remote assistance tool of the Plank support team. Download it, run it and read out the two numbers it shows: our technician connects to your computer and solves the problem while you watch, without installing anything and without touching your firewall.
For a one-off intervention the program does not need to be installed, it does not start with your computer and it does not stay in the background: it works only while it is open, and only after you have explicitly accepted the connection request. If we assist you often, you can install it on your PC: the technicians you choose will connect without asking you for the PIN, but always with your consent.
DOWNLOAD
Get Plank Here!
Windows
Windows 10 and 11, 64 bit. A single file, nothing to install: double click and you are ready. It updates itself and speaks the language of your Windows.
Download for Windows (46 MB)Plank Here! replaces PlankAssist: if you still have the old program, download this version.
Using a different operating system? Open a ticket and our team will find the best way to assist you.
HOW IT WORKS
Three steps, no configuration
01
Open the program
A window appears with a 9 digit ID, always the same for your computer, and a 6 digit PIN that changes at every session. Nothing else is required: no IP address, no open ports, no account.
02
Read out ID and PIN
Tell the two numbers to the technician you are talking to, by phone, chat or on the support ticket. The "Copy" button puts them on the clipboard.
03
Accept the request
A confirmation box asks for your consent: until you accept, nobody sees anything. During the session a banner shows the elapsed time and the "End session" button always within reach.
DURING THE SESSION
Everything needed to solve the problem
Screen, mouse and keyboard
The technician sees your screen in real time, including all your monitors, and uses mouse and keyboard as if sitting at your desk. You can restrict the session to viewing only at any time.
Files sent to you
The technician can send you files, which arrive on your Desktop. You see the name and the progress of the transfer, and a file appears only once it is complete.
Files the technician needs
With your permission the technician can browse the folders of your computer and download the files needed, such as a document or an error log. Every folder opened and every file taken is written in the program window.
More technicians together
Up to four technicians can connect at the same time, for example to bring in a specialist. Each of them gets in only after your consent.
OPTIONAL INSTALLATION
If we assist you often
During a support session the technician can suggest installing Plank Here! on your PC, or you can do it yourself with the "Install on this PC" button. From then on:
- Always at hand. It starts with Windows and stays active with an icon next to the clock, always with the same ID. It updates itself, never interrupting a support session.
- No more PIN to read out. The technicians you have paired connect without a PIN, after signing in to their Plank Here! account. Your consent is still requested every time.
- You decide who gets in. A window tells you who will be able to connect without a PIN, and while it is open the technician cannot use mouse and keyboard: only you can answer. The Plank Here! window lists the paired technicians and lets you remove them whenever you want; from the icon menu you can suspend PIN-less connections.
- The administrator password is required. Windows asks for it on a screen that the technician can neither see nor click. To uninstall: Settings → Installed apps, or the "Uninstall…" button.
- Each user has their own. On a shared computer or a terminal server every Windows user has their own ID and their own paired technicians. IT departments can install it for all users from an administrator command prompt with
PlankHere-Host.exe --install.
You stay in control
- End to end encryption. The AES-256-GCM keys of the session come from the PIN or, for paired technicians, from a secret key created by your computer: our relay server only forwards opaque bytes and cannot read what happens on your screen.
- One time PIN. Six digits, regenerated at every session and after three wrong attempts. Knowing the ID is not enough to get in.
- Consent is always required. No hidden mode, not even for paired technicians. The request expires by itself after 45 seconds. The downloaded version installs nothing; the installed one is always visible next to the clock.
- Switches within reach. Two checkboxes let you disable keyboard and mouse control, or sending and taking files, at any time. The "End session" button ends the session whenever you want.
- No PIN only with two proofs. A paired technician gets in only by signing in to their Plank Here! account, checked by our server, and with the pairing key, checked by your computer: neither a stolen account nor a compromised server is enough on its own.
- Signed updates. The program updates itself, but only accepts newer versions signed by Plank: not even someone taking over our server could make it install anything else.
- Nothing to open on your firewall. Both computers make an outbound connection to our server: no port forwarding, no VPN, no changes to your network.
Do you need assistance?
Open a ticket and our team will contact you to arrange the remote session.