Remote service is available to customers world wide. To use remote service you must have a reliable, high-speed internet connection to the computer that will be worked on.

Remote service is great for customers located outside of the on-site service areas. It is also ideal for troubleshooting minor problems and for customers who might need assistance will traveling.

Remote service makes use of a freely available software package called CrossLoop. This software allows a Black Diamond technician to securely connect to your computer and control it as though he was physically at the computer. The connection between the technician and your computer is secured by a password you select to protect your information. Additionally, you can disconnect the technician at any time.

Remote service is billed at $50/hr (with a $10 minimum charge) and the session starts when the technician is able to successfully connect to your computer. Prepayment must be made via PayPal. We recommend you prepay for 1.5 hours, any unused portion will be refunded to you at the end of the session.

Remote software preparation:

To use remote support, you will need to install CrossLoop on your computer. Below are instructions for accomplishing this. If you encounter any problems, please contact us, and a technician will walk you through the CrossLoop setup free of charge.

1. Click here to download CrossLoop and save it to your desktop.
2. Go to your desktop and double-click on “crossloop.exe”.
3. Select the installer language and press “OK”.
4. Press “Next” when you see the “Welcome to the CrossLoop setup wizard” window.
5. Accept the license agreement and press “next”.
6. Uncheck both boxes, then press “Next”.
7. On the “Ready to install” screen, press “Install”.
8. Allow the installation to complete, then press “Finish”.