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Remote support guide

Entered your code?
Here’s what’s next.

Follow the prompts on your device to connect with your SignTech technician. The exact windows may look a little different depending on your browser and computer.

Only connect when you are working with your SignTech technician. They will guide you through the session and tell you when they are connected.
01

Look for the download

After you submit your code, ScreenConnect may download a small support file. Check your browser’s downloads button or your Downloads folder if you do not see it right away.

02

Open the support file

Open the downloaded file and follow the prompts on your screen. On Windows, you may need to extract a ZIP file first. If your computer asks whether to open or run the support app, confirm only when you expected this session with your technician.

03

Allow the requested access

Your computer may ask for permission to share your screen or let the technician control it. Review each prompt and follow your technician’s guidance. Mac users may need to enable Screen Recording and Accessibility in System Settings; see the steps below.

04

Stay with your technician

Keep the support app open and stay in contact while the technician connects. Once the session ends, they will disconnect and let you know it is complete.

Using a Mac?

If ScreenConnect asks for permissions, macOS may open System Settings → Privacy & Security.

  1. Open Screen & System Audio Recording (called Screen Recording on some versions) and allow the ScreenConnect support app.
  2. Return to Privacy & Security → Accessibility and allow the same support app if prompted.
  3. Quit and reopen the support app if macOS asks you to, then let your technician know the permissions are enabled.

Using Windows?

  1. Check the browser downloads button or your Downloads folder.
  2. If you received a ZIP file, open it and run the ScreenConnect support application inside.
  3. Approve any expected Windows prompts while you are speaking with your technician.

If the download does not start, return to the join-code page and ask your technician to confirm the code.

Still not connecting?

Tell your technician what you see on screen. They can walk you through the prompt or provide a new join code if needed.

Back to join code ↗