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ScreenConnect Remote Support

Overview

ConnectWise ScreenConnect is a remote support and access tool that allows technicians to connect to your computer to assist you with connecting to or utilizing our services.

Personal Computer Repair

McLennan Community College Help Desk only able to assist with issues connecting to or utilizing our services. We are unable to provide support for the device itself, such as with hardware or operating system issues. You can find more information and support options at Personal Computer Repair.

Getting Started

Sessions are initiated solely by a MCC technical support representative and are not active at all times.

Connect to a Session – Windows

  1. Go to: ScreenConnect.
  2. Enter the code provided by the MCC technician and then click the blue arrow.
  3. Open/run/install the ScreenConnect.Client.exe file that downloads.

Connect to a Session – MacOS

  1. Go to: ScreenConnect.
  2. Enter the code provided by the MCC technician and then click the blue arrow. Please Note: The prompts, menu options, and settings windows in the steps below will vary based on macOS version.
  3. On the 'Join Session' screen click Download App or Launch App.
    a. 'Download App' if you do not already have it installed.
    b. 'Launch App' if you already have the app installed from a previous session.
  4. If the site asks you to allow downloads on "mccsupport.screenconnect.com" click 'Allow'
  5. Once the download completes:
    • Open the ScreenConnect.Client zip file.
    • Double-click the 'ScreenConnect Client' application to begin the install.
    • Click 'Open' to confirm opening an app that was downloaded Internet.
    • Click 'Don't Allow' when prompted to allow ScreenConnect to find devices on your local network.
    • Click 'Allow' to allow ScreenConnect to enable bypassing the system private window picker and directly access your screen and audio (required for the technician to view the screen).
  6. Enable both Accessibility AND Screen Recording access to enable screen sharing. Note: If 'Allow' was clicked to enable the bypass the window picker during the install process, Screen Recording may be already enabled but Accessibility will still need to be enabled.
  7.  If after opening the file you receive a prompt to 'Open System Preferences' or 'Open System Settings', you will need to follow the steps below before your screen will be visible. 
    1. Click 'Open System Preferences' OR click the Apple icon at the top left and select 'System Preferences…' > 'Security & Privacy' OR click the Apple icon at the top left and select 'System Settings...' > 'Privacy & Security'

      image.png  macOS ScreenConnect Client Bypass_Tahoe.png

    2. For legacy macOS versions, select the Privacy tab at the top and then click the lock icon on each settings page to make changes and when prompted, enter the credentials used to sign onto the Mac.

      image.png

    3. For legacy macOS versions (left screenshot below), select 'Accessibility' and check the box next to ScreenConnect Client. Repeat the process to grant 'Screen Recording' permission to ScreenConnect. If prompted to 'Quit & Reopen' ScreenConnect Client to apply the changes go ahead and do so. For current macOS versions (right screenshot below), scroll down on the 'Privacy & Security' menu and enable permission for the ScreenConnect Client under 'Accessibility' and 'Screen & System Audio Recording'. If prompted, enter system password or use Touch ID to allow the change.

      image.png  macOS ScreenConnect Client Accessibility_Tahoe.png

    4. For legacy macOS versions, once the settings have been applied, click the lock icon to return it to the locked position.

Start a ScreenConnect Session – Android/ChromeOS/iOS

Note: Other than on Samsung smartphones, devices will be in View Only mode.

  1. Go to your device's app store and install: ConnectWise Control by ConnectWise
    Note: After installation, the app shortcut may be named: ScreenConnect
    Note: ChromeOS – App is only available in the Google Play Store. It is not available in the Chrome Web Store. For a device managed by your school/organization, ask your Google administrator to allow the Play Store on your device or sign in with your personal Gmail account.
  2. Once installed, open the app.
    a. For Chromebooks, click the device type option at the top and select 'Tablet'
  3. If it asks for the 'ScreenConnect URL', enter mccsupport.screenconnect.com and click 'GO' (on subsequent uses it will skip this step and be on the code screen)
  4. On the 'Join with a code' screen, enter the 5-digit code from provided by the MCC technician and click the arrow to the right to join the session
  5. a. Android/iOS: Accept any app/permission requests
    b. On ChromeOS: Select the screen thumbnail and then click 'Share' to share your device's screen
    Note: It may take up to a couple of minutes for the initial screen display on ChromeOS. If it does not display for the technician, exit the app and retry.
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