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Scanguard Settings

How to Connect to a Remote Session

If you have booked a remote session, there are a few steps that you will need to take to connect to our TechAssist agents.

Locate Email

NOTE: Note received an email? Please check your junk box.
  • Open the email you received from no-reply@totalav.com
  • Click the green button named Click Here to Share Screen in the email
  • Accept Terms

  • Accept the terms and conditions if you agree
  • Copy the link
  • Paste the link into your browser address bar
  • Download and Run ConnectWise

    ConnectWise is the software our Tech Assist agents will use yo access your PC and resolve your issue. You will therfore have to download the software for us to connect to your desktop.

  • Open The Downloaded file (This will have downloaded when you pasted the link into your browser address bar)
  • Follow the instructions on the image below
  • Click Run
  • Open ConnectWise

    You will now be ready to connect to our TechAssit agents. Once it's your session's start time, an agent will take control of your computer and communicate to you by opening up a chatbox.

    If you would like to disconnect the session at any point, you can control the session by using the session application. This can be found in your system tray.

    NOTE: For security, if the session is disconnected you will not be able to reconnect. A new session link will need to be created.

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    If you have booked a remote session, there are a few steps that you will need to take to connect to our TechAssist agents.

    Locate Email

    NOTE: Note received an email? Please check your junk box.
  • Open the email you received from no-reply@totalav.com
  • Click the green button named Click Here to Share Screen in the email
  • Accept Terms

  • Accept the terms and conditions if you agree
  • Copy the link
  • Paste the link into your browser address bar
  • Download App

    ConnectWise is the software our Tech Assist agents will use yo access your PC and resolve your issue. You will therfore have to download the software for us to connect to your desktop.

  • Click Download App
  • The ConnectWise App will now be downloaded to your desktop

    Open ConnectWise

  • Double click ConnectWise Client
  • Click Open
  • Allow Permissions

  • Click Open System Preferences
  • Click the Padlock Icon
  • Enter your Mac's Password
  • Click Unlock
  • Find and tick the checkbox next to ConnectWise Control Client
  • You will now be ready to connect to our TechAssit agents. Once it's your session's start time, an agent will take control of your computer and communicate to you by opening up a chatbox.

    NOTE: For security, if the session is disconnected you will not be able to reconnect. A new session link will need to be created.

    Did this answer your question?

    YesNo

    Thanks for the feedback!