Remote Support
Remote Support Guide
We specialize in guiding your business through every IT challenge.
Step 1: Go to our support site
Step 2: Enter your support code
On the support page, look for the option to join with a code.
Enter the code provided by your technician.
Then click Join or Submit.
ScreenConnect support sessions use a unique code generated for the session, and the guest enters that code on the guest page to connect.
Step 3: Download the remote support app
After entering your code, your browser should begin downloading the remote support file.
Depending on your browser, you may see a message such as:
- Your download has started
- Do you want to open or save this file?
- Keep or discard this file?
- This file was downloaded from the internet
Choose Open, Run, or Keep.
If your browser asks where to save it, save it to your Downloads folder so it is easy to find.
Step 4: Open the downloaded file
Once the file finishes downloading, open it from your browser’s download bar or from your Downloads folder.
You may see a file with a name similar to:
ScreenConnect.Client.exe
On Windows, ScreenConnect typically downloads a small launcher or installer depending on the join method being used.
Step 5: Allow the app to run
Your computer may ask for permission to run the file.
Common prompts include:
Windows security prompts
- Do you want to allow this app to make changes to your device?
- Windows protected your PC
- More info
- Run anyway
What to do:
- If asked, click Yes
- If you see Windows protected your PC,
- Click More info, then Run anyway
- If your company requires administrator approval and you do not have it, contact your internal IT contact or let your technician know
Step 6: Accept the ScreenConnect support warning or consent prompt
During setup or when the session launches, ScreenConnect may show a support warning, consent prompt, or support clause that asks you to confirm that you want to allow remote support on your device. You must click the approval option to continue. Depending on the version and configuration, the button may say something like:
- I Agree
- Accept
- Continue
- Consent to Control
ConnectWise states that end users must acknowledge the warning to proceed, and ScreenConnect can also be configured to require a consent to connect or consent to control prompt before the technician can connect.
Step 7: Wait for the technician to connect
After the application opens and consent is accepted, the technician will connect to your computer.
Once connected, the technician may be able to:
- View your screen
- Move your mouse
- Use your keyboard
- Help troubleshoot the issue in real time
ConnectWise’s end user guide explains that, after connecting, the technician can see the screen and control the mouse and keyboard until the session ends.
What to expect during the session
While the session is active:
- You may see your mouse move
- Windows may open and close
- The technician may ask you to confirm certain actions
- You can stay on the phone or chat with the technician while they work
Ending the session
When support is complete, the technician will disconnect from your computer. ScreenConnect remote support sessions are intended for temporary support, and once the technician disconnects, you can continue working normally.
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