Remote support guide
Introduction
This guide will explain how to remotely control a machine with a ConnectWise ScreenConnect™ support session.
What is a remote support session?
A remote support session is a connection between a technician (a host) and a remote customer or machine (guest). Most support sessions are used for one-time connections to a guest's computer, such as to fix a problem on a computer.
Tip: Learn more about ScreenConnect with our handy glossary!
Create your first support session
1. Log into your ScreenConnect site
Open a browser and log into your ScreenConnect site. After authenticating, you can then access the ScreenConnect Host page.
2. Click Support
Click the Support icon in the navigation bar to switch to the support session view on the Host page.
3. Click Create
Click the Create button. You'll see a new session appear on your Host page.
4. Name your session
In the right hand column, enter a name for this session. This name will be used to identify the session on your Host page.
Tip: You can start typing a session name immediately after selecting Support.
By default, the session name is "Untitled Session."
5. Invite your guest
Under the name of the session, a panel will include:
- The URL to your Guest page
- The code to enter in the text box on the Guest page
Relay these instructions to your guest.
6. Join your session
Once you've created the session, it will appear as a list item on the Host page. Select the session and then click Join. You can also double-click on a session instead.
A small panel, the Join Session dialog box, will then pop up with directions and screenshots to guide you in connecting to your session.
Tip: Joining a session from a Mac? See our article for some tips.
Note: For more information on Join Session dialog box and on the types of joining options available, see our page on joining a session as a host.
When you have connected to your session, the host client window will launch, and the Host page will update to show that you are now connected to your ScreenConnect server.
7. Conduct your session
Once the guest has connected to the session, you can use the features of the host client to interact with the remote machine.
