Your tech sent you this. Here's what will happen.

You're not bothering anyone. Checking first is the right thing to do.

First, make sure it's really your tech.

Only run this if both of these are true:

• It came from a tech you already know, or one you called yourself.
• You've confirmed it with them on a phone number you already have or looked up yourself. Not a number from the message, an email or a pop-up.

If someone called you out of the blue, hang up. Don't run anything. Call your IT person.

A real tech won't mind if you hang up and call them back.

What will happen

1. 1

   You open one small app

   Your tech tells you where to get it. There's nothing to install. If you weren't expecting it, stop and call them.

2. 2

   Windows asks if that's OK

   You'll see a box asking, "Do you want to allow this app to make changes to your device?" The app needs this to work. Choose Yes only if your tech is expecting you. If it asks for a password you don't have, stop and tell your tech. Windows may show a warning before this. There's more on that below.

3. 3

   The first time, it sets up

   It may ask for your work email or a setup code from your tech. You won't need to do this again on this computer.

4. 4

   You say what's wrong

   Use your own words. There's no wrong way to describe it.

5. 5

   You say yes, for this session only

   It tells you what's allowed, and you press the button to allow it. If you'd rather not, you don't have to.

6. 6

   You can keep working

   Your tech and the app do the rest. You'll see each step and why, as it happens.

Windows may warn you first

AIRS is new, and Windows doesn't know who made it yet. You may see a blue box that says "Windows protected your PC", or the words "Unknown publisher".

That doesn't prove the app is dangerous, and it doesn't prove it's safe. Stop there and call your tech on the number you already have. They'll tell you whether to go on.

What you'll see

Something like this, with your own problem in it.

• A list of what's being done, and why.
• Messages between you and your tech.
• A note saying everything is logged for your workplace and your IT team.
• Two buttons at the bottom: Pause and End session.

You can stop it at any time.

Pause: nothing will run on this computer until you press Resume.

End session: this stops your tech's access to this computer.

Close the window: access ends then too.

You don't need a reason. If you're unsure about anything, press Pause and call your tech.

What can be done on your computer

• Looking. Checks look at settings and logs. They can't change anything.
• 16 standard fixes. The AI can pick from a fixed list of 16 small, reviewed fixes, and it can't write new ones. Six can run during your session without asking, like refreshing your network connection. You wouldn't notice them. The other ten, like restarting Outlook, wait until you tap a button, and you can say no.
• Everything else. Any other step that changes your computer needs a technician's signature first. The AI can't do it alone.
• Your mouse stays yours. Your tech works through the app. If they ever want to see your screen, a separate tool will ask you first. It's your choice.

Your tech uses AI to help work out what's wrong, and the AI is what picks from that list of 16. The AI isn't on your computer, and it doesn't replace your tech. A real person is still looking after you. Every step is written down, and your tech can see it.

When you're done

Nothing keeps running after you close the window. There's no program left working in the background, and nothing that starts up with Windows.

A few things do stay, and we'd rather tell you: any fix that ran, the app file itself, and a small private folder so the app knows this computer next time.

What was done is written down, so your workplace can see it. Nothing is recorded on video.

If it won't work

• Your internet has to be working.
• You have to be able to sign in to your computer.
• It works on Windows computers only, for now.

If any of these is a problem, it's not your fault. Just call your tech.

You might be wondering

Still not sure? That's fine.

Call your tech on the number you already have. They'd rather hear from you.