Question 1

I can't use and/or find TeamViewer

Accepted Answer

Effective Thursday, November 6th, you will no longer be able to use TeamViewer for remote access.

Why is this happening?
Our remote access vendor is ending their contract with TeamViewer due to significantly increased costs. This was planned for the end of the year, but it appears TeamViewer is ending their contract with our vendor sooner than originally expected. We are terribly sorry for the short notice and the inconvenience.

What does this mean for remote access?
There is good news. There is a comparable solution available called NinjaRemote. Although this is a change for you, we are excited for you to try this product. We find it to be faster and more reliable than TeamViewer.

What should you do next?
The remote access login portal has not changed. Simply log in like normal and look for this icon, pictured below, to launch a NinjaRemote session to your remote computer: 
https://static.wixstatic.com/media/e95e38_9e0b4d42e44f445ba5f19542b6b6cea1~mv2.png

If you aren't using NinjaRemote yet, please view our setup and use guide for NinjaRemote, listed above the FAQs.

Please don't hesitate to contact us if you have any questions after reading through the NinjaRemote guide.

Question 2

Where do I sign in?

Accepted Answer

The remote access login portal can be found by clicking the button below (also found at the top of this web page):
https://static.wixstatic.com/media/e95e38_5f615175ee954b0aa89c55fdbce6d439~mv2.png

The login page is pictured below:
https://static.wixstatic.com/media/e95e38_dda57e6a163249f99a0e3ae6cad708a2~mv2.png

Question 3

I forgot my Password.

Accepted Answer

There is no way to recover your existing password if forgotten, but a new password can be created. To reset your password and create a new one navigate to the "Remote Access Portal" to sign in and hit the "Forgot your password?" button (pictured below).

https://static.wixstatic.com/media/e95e38_50bc2a76bbdb4371b6e7eccbe675372b~mv2.png

This will send you a "Reset Password" email with a link to reset and create a new password for login (pictured below).

https://static.wixstatic.com/media/e95e38_6db9be814e284a6b80c23f05ec9b1797~mv2.png

If you have any difficulties with this process, please let us know.

Question 4

My device status is displaying "Not connected".

Accepted Answer

If your device status is displaying "Not connected" that means one of four things:
1. The device is turned off.
2. The device is having hardware problems.
3. The internet is out at your practice.
4. The power is out at your practice.

The only situation that can potentially be resolved remotely is #1.

1. The device is turned off
If your device is simply turned off, you can attempt to power it on by pushing a "Wake up Device" command. You can do this by clicking the power button for the device displaying a "Not connected" status. See the example picture below (the "Wake up Device" button is circled in red):

https://static.wixstatic.com/media/e95e38_4335cf61d25e41acb770c8604916f5d0~mv2.png

Not every device is able to respond to the "Wake up Device" command. If your device is able to respond to this "Wake up Device" command, the time it will need to respond, turn on, and be in a "Connected" status could vary. Refresh your page often to see if the device enters a "Connected" status.

If the device is still displaying a "Not connected" status after waiting about 15 minutes, you may need someone to go onsite for further evaluation. If there are staff members on-site at your practice, they may be able to assist.

Question 5

How do I use NinjaRemote Printing?

Accepted Answer

How to setup NinjaRemote Printing:

1. In the NinjaRemote session, click the printer button in the tool bar up top.
https://static.wixstatic.com/media/e95e38_0d5b55a2be94471ea64abd0630bd4c7f~mv2.png

2. The icon should light up and stay orange.
https://static.wixstatic.com/media/e95e38_b0bf030415cb4762a7697c080dd01d6d~mv2.png

If the printing icon doesn't stay lit up, go to the troubleshooting section below.

3. If the icon stays orange, you should now have the NinjaRemote printer as an option to print to.
https://static.wixstatic.com/media/e95e38_416c567912f9468da02a2370ed41ea29~mv2.png

Troubleshooting NinjaRemote Printing:

1. Check to ensure that Microsoft Print to PDF is enabled.

2. Click on the Windows icon on your computer and search for 'Features'
https://static.wixstatic.com/media/e95e38_faac1e4f61b44aa383b9cb759a242cc5~mv2.png

3. Select "Turn Windows features on or off"

4. Make sure the box 'Microsoft Print to PDF' is checked and click 'OK'
https://static.wixstatic.com/media/e95e38_7b635ccf37734a4d98e66b7a4acfd719~mv2.png

5. Now try printing again.

Special Note:
The NinjaRemote option will automatically print to your default printer on your computer (the computer you're remoting on from). You can check on your default printer by going to settings -> Bluetooth & Devices -> Printers & Scanners -> Click on the printer that you'd want to print to -> Click 'Set as default'

https://static.wixstatic.com/media/e95e38_f7f4e18341474e9c8edd25f04d8b3250~mv2.png

Question 6

Why is NinjaRemote not working on my Mac device?

Accepted Answer

This is most likely due to one of these two reasons:

1) Your settings/permissions may not be accurately set to allow NinjaRemote Full-Disk access. Please reference the Ninja Remote - Remote Access - Setup and Use Guide for how to configure this.

2) Your Mac device may be on an unsupported version of macOS. To ensure the best performance and compatibility with NinjaRemote, it is strongly recommended to keep your macOS device fully up to date. Please check your version and upgrade if possible.

To check your macOS version, please follow the steps below:
1. Unlock your Mac device
2. Open Settings (gray gear icon)
3. Scroll down and tap “General”
4. Tap “About”
5. Look for macOS
6. Compare  your version to the versions listed below

Apple only supports the three most recent versions of macOS. This means that each macOS version only has a life cycle of about three years. If your version is older than macOS 14 (Sonoma), it is unsupported, and an upgrade is necessary. Thankfully, Apple will allow you to upgrade to the newest macOS version, as long as your device meets system requirements.

To upgrade your macOS, please follow the steps below:
1. Open System Settings (or System Preferences on older macOS).
2. Go to General > Software Update
3. If an update is available, it will display an "Update Now" button
4. Click the button to proceed and enter your password if asked, then let your Mac download, restart, and install the update

If issues persist or you have any questions, please let us know.

Question 7

How do I use multiple monitors with NinjaRemote?

Accepted Answer

NinjaRemote currently requires you to launch multiple instances of the NinjaRemote application to display on multiple monitors. This means that you will launch NinjaRemote for each monitor you want to display. Please note, currently you are limited to 3 instances of NinjaRemote running at once.

If you want to display another monitor
https://static.wixstatic.com/media/e95e38_46184c9aca7d46538c290e130454635e~mv2.png

Select the screen number at the top of your NinjaRemote window to display your desired screen. The monitor selected will be blank and not display a number. The picture below is a NinjaRemote window displaying Monitor 1.
https://static.wixstatic.com/media/e95e38_0fb98cea53624a6f92460b6db9cd1cc4~mv2.png

Once these sessions are open, you can drag them to your desired monitor to simulate your in-office multi-screen experience.

Lastly, there is an option to show all screens in one window at the same time by selecting the monitor icon with the grid in it, pictured below.
https://static.wixstatic.com/media/e95e38_3553c9b7d10e4fdcafc40e74487fa68b~mv2.png

remote access

SETUP/USE GUIDES