Welcome to our online remote support and collaboration portal. The following options allow you to connect to a session. ScreenConnect is a fully functional remote support software that delivers remote viewing and control of devices from anywhere with an Internet connection. Manage sessions, control branding and customization, and access remote support on the fly. Simplify Support.
Addigy ConnectWise Control (ScreenConnect) Integration
Addigy has a native integration with ConnectWise Control (Formerly known as ScreenConnect).
This provides a Remote Control functionality within the Addigy Cloud Platform to connect to devices.
To enable ScreenConnect Integration within Addigy, navigate to the 'Support > Integrations > ScreenConnect Tile > Review the details and enable the toggle':
After the ScreenConnect Remote Control Integration has been enabled, it will start deploying the ScreenConnect client to managed macOS Devices.
The 'ScreenConnect' icon will appear in the Devices page next to each device in the grid, as a selectable option to initiate a remote control session to a specific device:
When the ScreenConnect icon is selected, it will attempt to launch the ScreenConnect Application ('ConnectWiseControl Client.app') on the Addigy Admin users device.
The User Interface will now present an option to download the ScreenConnect Application, if it is not already installed on the admin device:
Note: If the 'ConnectWiseControl Client.app' is not present on the admin device the remote control session will not start.
When the Viewer Application is installed and you launch the session it should successfully launch the ScreenConnect Viewer:
There are additional steps necessary for enabling ConnectWise Control on macOS 10.15 and higher. Please see this information for details. Users will be prompted if the steps are not met as shown below:
Screenconnect Download
When launching a ScreenConnect Remote Control Session, the device will show the following on the end-users device:
- There will be a notification to the end-user that the computer is being controlled by admin
- The background will in most cases change to 'BLACK' and revert after the session ends (It was previously 'BLUE').
- 'Policies > Policy > Integrations' provides the ability to toggle for user approval and to disable the integration on this specific policy
- A ScreenConnect icon will appear in the menubar with chat, session, and sound options.
If you have an Addigy account and have additional questions, you can create a ticket by emailing support@addigy.com.
Alternatively, you can submit a support request within Addigy.
ScreenConnect is a free application that you may use to allow someone access to your computer. This is useful when you are experiencing an issue with your computer and would like to allow a Technology Support Center (TSC) associate access to be able to see what is occurring on you computer.
If a TSC associate asks to use ScreenConnect in order to gain access to your computer to troubleshoot an issue, and you agree to do so, the associate may initiate the ScreenConnect session with you in one of two ways:
- They may send you a ScreenConnect invitation via email
- They may direct you to the ScreenConnect website where you will enter a code in order to join the session
Join a ScreenConnect Session via Email Invitation
To join a ScreenConnect session via email invitation:
- Depending upon how you are instructed to join the ScreenConnect session, do one of the following:
- If the TSC associate will sent you an email with a link to join the ScreenConnect session, click on the link in the email (Figure 1).
Figure 1:
- The link will take you to the ScreenConnect website (screenconnect.illinoisstate.edu). Click on the arrow next to the text Join your session (Figure 2).
Screenconnect.com
Figure 2:
- If the TSC associate instructs you to the ScreenConnect website to join the ScreenConnect session, navigate to ScreenConnect.IllinoisState.edu and enter the number code provided to you by the TSC associate in the field labeled Join with a code (Figure 3).
Figure 3:
- When presented with the terms of using ScreenConnect, click I Agree, Join Session (Figure 4).
Figure 4:
- A page entitled Join Session will appear (Figure 5) which contains instructions to either download the app or download and run the ScreenConnect application. Click Launch App to save and open the application. If the application does not open up after downloading, go to your Downloads folder and click the ScreenConnect Client application.
Figure 5:
- You will now see a message stating, “You have successfully connected to your session.” . Close the window by clicking on the X in the upper-right of the window.
- You will now see a message stating, “Your computer is being controlled by nameof TSC associate.” (Figure 7). The associate will be able to click on items, and type information into your computer as though they were using your computer.
Figure 7:
- When the TSC associate ends the session, you will see a dialogue box informing you of this. Click OK
- You can also exit the session whenever you would like to. Go to the top menu and click Options and click Exit. (Figure 8)
Screenconnect Support
Figure 8:
Screenconnect Free Account
Your ScreenConnect session has now ended.