1) Enter Support Code: Your technician will provide you a 6-digit code to enter at https://www.solutioninovators.com/support. Enter the code in the text box and press ENTER to continue.
2) Download: The program should automatically begin to download. Depending on your browser (edge, chrome, firefox, ect.) the download may display at the bottom of the window or top right, and would be called ConnectWiseControl.Client.exe or ScreenConnect.ClientService.exe. If the auto-download does not start, your browser is likely set to prevent, so an alternative manual link method is also displayed on screen. Common internet connections complete the download in less than 2 minutes.
*Note, if this takes significantly longer to download, then it may be the sign of an unstable internet connection, and remote support may not be possible or an effective way to assist on your issue.
3) Open/Run the File: Running the file directly from your browser by clicking Open File or double clicking or direct from the location you downloaded it to will bring up a Windows Security window. This warning is expected, as the program is intended to allow your technician to have access to make changes to your device. Please select YES.
You should now be connected. A message at the top of your screen will display to let you know your technician can now see and control your screen.
ANTIVIRUS WARNING – Due to the nature of remote software allowing the control of your computer, some antivirus programs will flag then quarantine or delete the installer file immediately after downloading or running; rest assured, the file is not a virus or malware. This setting is great at preventing unintentional remote access to your machine, but requires the additional step of adding an exception or restoring the program from within your security software when you are intending to allow remote access. Each brand of security software differs on the steps, so your tech should be able to assist you in making these changes with just a little information and over the phone guidance.
What happens at the end of the session? Once the support session is over, the technician ends the session from their end, and it will pop-up on your screen that the session has ended and the program terminates. The program is a one-time use setup, so once ended, there is nothing that needs to be deleted or uninstalled, and the technician cannot reconnect without going through the process of sending you a new pin and starting over. Your support person may ask if they can leave the session open, to reconnect at a later time. If remote support is common on your machine, we do offer an installed option, which would allow technicians to remote on immediately when you require support.
Is it secure? We have used ScreenConnect, by ConnectWise, for over 10 years. They are noted to be one of the most secure remote support clients available, using 256-bit encryption, advanced user validation, and premium reporting. ScreenConnect is often third party audited and rigorously tested for security flaws; we have found that their testing for new vulnerabilities, communication about potential vulnerabilities, and patches are handled in a timely manner. We have integrated our own additional layers of security to further ensure that potentially unknown vulnerabilities cannot be exploited on our systems.
