Remote support with RustDesk

Sometimes the fastest way to sort something out is for us to see your screen — configuring an email client, reproducing an error we can’t recreate from our side, or walking through a setting together.

We use RustDesk, an open-source remote-desktop tool, running on our own relay server rather than a third-party service. Nothing is installed permanently and nothing runs in the background: you start it when you want help and close it when you’re done.

Caution

We will never ask you to install remote-support software out of the blue. If someone contacts you claiming to be from AnHonestHost and asks for remote access to your computer — especially about a payment, a refund, or a “problem with your account” — stop and open a ticket to check it’s really us. Only ever run this at the end of a conversation you started with us.

Install the client

Download RustDesk for your device from the official releases:

• Windows, macOS, and Android — github.com/rustdesk/rustdesk/releases/latest. Pick the .msi for Windows, the .dmg for macOS, or the signed .apk for Android.
• iOS / iPadOS — RustDesk on the App Store.

Point it at our server

We run our own ID and relay server, which is faster and keeps your session off shared public infrastructure. You only need to do this once.

1. Open Settings. On desktop that’s the three dots next to your ID; on mobile it’s the settings icon.

2. On desktop, choose Network. (On mobile, skip straight to the next step.)

3. Choose ID/Relay server and enter:

   Field	Value
   ID server	rustdesk.cloud-hosting.io
   Relay server	rustdesk.cloud-hosting.io
   API server	https://rustdesk.cloud-hosting.io
   Key	UmpkeFe76AKt8vw8Pj0YCSbxIcYLsqqfPGYzLRl+PgA=

4. Save, then go back to the Home screen.

Starting a session

The support operator needs two things from the Home screen:

• Your ID — a nine-digit number that stays the same for your device.
• Your one-time password — shown beneath the ID, and regenerated each time.

Give both to your support operator over the phone, or in your ticket.

Tip

If you send them in a ticket rather than over the phone, leave your computer on with RustDesk running — the one-time password only works while the client is open, and we can’t connect to a sleeping machine.

Ending a session

Close the RustDesk window when you’re finished. With it closed, no connection is possible — the one-time password from your session is already spent, and a new one is generated next time you open it. You can uninstall the client entirely if you’d rather.

Still stuck?

Still stuck? Open a support ticket and our team will help.