Report a problem from the app
In Private Desk, open Help > Report a problem. It saves a small report to your desktop and opens an email to us. Attach the report and tell us what happened. The report contains the app version, your settings and error messages, never documents or client details. You can choose to include a picture of the Private Desk window.
Remote help
If it's quicker for us to look, we use Windows Quick Assist, which is built into Windows:
- Close any client documents you don't want us to see.
- In Private Desk, open Help > Remote support (or search "Quick Assist" in the Start menu).
- Choose Get help, type the code we give you and approve the session.
You can see everything we do and end the session at any time. Only a member of our team, never an automated agent, joins a remote session.
Common fixes
Claude doesn't mention Private Desk
Quit Claude Desktop completely (right-click its icon by the clock, then Quit) and open it again. In Private Desk, check Home > AI apps says Connected.
"Not allowed with the current setting"
The AI tried to do something your setting doesn't allow. Change it in Home > What the AI may do.
"The file is open in another program"
Close the document in Word and ask again.
A detail wasn't hidden
Add it to Privacy > Always hide these words and tell us, so we can improve detection for everyone.