Apple has updated its support site to allow customers to initiate screen sharing sessions with AppleCare representatives. While screen sharing has been available in the past, it was always initiated by the support representative.
Customers have always been able to request screensharing, at which point the AppleCare representative would instruct them to download an application from Apple’s site that facilitates the connection. Now the download is listed directly on the support page. If a customer opts to use screensharing, the AppleCare rep must comply with their request whether they think it will help or not.
The option is not available for certain issue types, such as Wi-Fi connectivity issues, and other hardware-related problems, but is mostly used for troubleshooting of software-related issues. The tool is only available for support phone calls, not live chats or other types of contact.
