Remote support guide
Introduction
Hello! Your technician is using ConnectWise ScreenConnect™ to connect to your machine. This guide explains what to expect with ScreenConnect remote support.
What to expect
To receive remote support, you’ll have to connect first. After connecting, your technician can see your screen and has control of your mouse and keyboard.
Once the technician is done, they’ll disconnect from your machine and you can continue your work.
How to join a session
There are three different ways a technician can have you join a session:
- Click a link in an email
- Click a link sent via email, Slack, Teams, or some other messaging platform
- Navigate to their site and enter a code
The technician should instruct you and tell you which method they prefer.
Running the file
When joining, ScreenConnect downloads a file that is usually named KoalaRemote.Client.exe. Run this file from your browser by double-clicking it, or open your browser’s Downloads folder and run the file from there.
When in doubt, ScreenConnect will help you locate the file. Just follow the instructions on the screen.
During a session
How can I tell a technician has connected to my machine?
- Your mouse cursor will flicker
- The technician can move your mouse cursor and type on the screen
- Your background image may change to a solid black background
- You may see the ScreenConnect logo (
) in your system tray
Keyboard and mouse control
During a session, you can still move your mouse and type. You and your technician, however, will be competing for control.
Chat
A great way to communicate with your technician is by using the chat feature. Right-click on the ScreenConnect logo (
) in your system tray and select Open. A new window opens where you can send and receive messages from your technician.
Finishing a session
Once a technician has completed their session, they will usually end the session for you. In case you need to terminate a session, right-click the ScreenConnect logo () in your system tray and select Exit.