EditSystem Requirements
EditDo you provide hosting?
No, we developed ScreenConnect to be a one time point of sale solution. Our goal was to give our customers the freedom and cost savings to host the application themselves or if they desire have a 3rd party company of their choosing host the solution.
EditWhat operating systems can I use for the server installation?
We require that the central ScreenConnect installation be installed on a Windows system but we do support other operating systems for guests and hosts. A complete view of system requirements can be found in
INFO-0008: ScreenConnect System Requirements.
EditWhat operating systems are supported for ScreenConnect?
ScreenConnect supports multiple operating systems for hosts and guests connecting to the application, including Windows, Mac, and Linux. Hosts also have the option to take advantage of our mobile phone clients (Android and iOS). A complete view of system requirements can be found in
INFO-0008: ScreenConnect System Requirements.
EditWhich browsers are supported?
Most of the major browsers are supported including IE, Firefox, Safari, Mozilla, and Opera. A complete list can be found in
INFO-0008: ScreenConnect System Requirements.
EditDoes ScreenConnect use IIS?
ScreenConnect runs under the HTTP.sys layer rather than IIS, so we’re not like your typical web application in that regard. While ScreenConnect typically operates outside of IIS, you can still install/host it on an IIS server.You can even share port/IPs with IIS.
EditCan I host ScreenConnect with my hosting provider?
ScreenConnect can be hosted with any third party server that meets our
system requirements and that will allow basic administrative control. Sites that will allow you to install your own software will typically work well with ScreenConnect, sites that only host websites and give you limited control probably will not.
EditDo I need a static IP address?
A static IP address is ideal but its not a requirement. ScreenConnect can work in conjunction with tools like Dynamic DNS to manage this and our
article on working with Dynamic IP addresses will explain how in more detail.
EditWhy is the ScreenConnect client flagged by antivirus software?
ScreenConnect deploys a client to the guest and host for each session. The client consists of three optional connection methods. Options 1 (ClickOnce) and Option 3 (Java) have no problem with antivirus tools. Option 2 (.exe) is unique for each session and therefore the antivirus tools will sometimes report a false positive. Most solutions have an override option and we have documented an example of this with
Norton.
EditSoftware Setup and Configuration
EditWhat does self-hosted mean?
Many remote support software applications are hosted by the vendor and require the host and guest to login via a webportal hosted on the vendor's servers. Self-hosted applications allow the owner to install the webportal on the server/computer of their choice. The typical benefits include: no monthly fees, enhanced security, more control over user experience, superior branding/customization options, and session responsiveness.
EditWhat firewall ports do I need open?
Ports 8040 and 8041 need to be open and forwarded to the IP of the server machine.
For more information please read:
HOWTO-0001: Configuring firewall rules for internet connections.
To change the port configuration:
HOWTO-0003: Changing ScreenConnect ports.
EditIs there an easy way to verify that I have the correct ports open?
Yes, you can check your ports using our
port test page.
EditCan ScreenConnect support HTTPS?
As long as you have the certificate the SSL configuration only takes a few seconds.
Information on how to set this up can be found here:
HOWTO-0004: Configuring SSL for Web Server.
EditCan the server and client application work with different host names?
It will work, but email invitations will include the host-name used by the host.
EditIs the session secure?
ScreenConnect utilizes its own proprietary protocol and utilizes an AES-256 encryption to secure the sessions. Users can choose to utilize SSL as well and information on how to set that up can be found in
HOWTO-0004 Configuring SSL for Web Server.
EditHow Do guests connect to the session?
Guests can connect to the session in three ways:
- They can join a session from the host website.
- The host can email the session information to the guest.
- An unattended remote access client can be deployed to the target computer.
EditDo I need to install ScreenConnect on each machine I want to connect with?
No, a previous installation of ScreenConnect is not required for guests or hosts. Each time a guest or host joins a session they are provided the necessary client files to establish the connection.
EditWhat is the login username and password for the software?
The ScreenConnect login is defined during the product setup. The user will be prompted to choose either forms or Windows authentication. Forms authentication requires the user to create a username and password for login. Windows authentication will try to use the current user's login credentials. We highly recommend using forms authentication to start and if you chose Windows authentication and its not working as expected you can reset the installation using
HOWTO-0006: Resetting the ScreenConnect Installation or simply uninstalling and reinstalling the software.
EditCan I integrate with my website?
Certainly, ScreenConnect is designed to be used as a standalone application or as integration into your existing website. Our
how to customize ScreenConnect knowledge base article is a good starting point to being the integration.
EditCan ScreenConnect be branded or white-labeled?
ScreenConnect allows for nearly 100% branding and customization of the application. Via the
ScreenConnect administrator/appearance tab there are 150+ text fields and objects that can be modified to your specifications, including the logo, blank screen text, task tray text, and pop up messages to the guest when joining the session.
EditHow do I move my installation?
We recommend that before moving your installation that you back up the ScreenConnect folder located in your Program Files directory. In addition
HOWTO-0014: Moving an installation to a different server knowledge base article is a good reference guide that should be reviewed before transitioning installations.
EditWhat if a guest can not see my ScreenConnect webpage?
If a guest can not see your webpage after the installation we highly recommend checking the
ScreenConnect administrator/status tab for any warnings or errors. If there is a warning follow the supplied instructions to remedy the problem. Often the problem is related to external accessibility issues and for that the
port forwarding knowledge base article is a good reference guide to review.
EditHow do I isolate and fix an external accessibility error?
External accessibility issues reflect a problem with seeing your guest page external of your domain. If you are working with customers inside your network then this status may not be important to you. But for users working with customers external of their network the error is typically related to one of four problems:
- The URL you are using has the machine name or internal IP address, check the browser URL check and use the external IP address URL when connecting to the software and for customers.
- Port forwarding on the router needs to be setup
- Windows firewall needs to permit communication across defined ports
- Antivirus software is blocking communication across ports
HOWTO-0001: Configuring firewall rules for external connections knowledge base article is a good reference guide to review.
EditIs ScreenConnect VNC based?
No, ScreenConnect was developed using our own proprietary protocol.
EditDoes my guest need to make any configuration changes?
No, as long as your guest has internet access they should be able to connect to your ScreenConnect installation.
EditHow do I change the logo on the website?
The logo can be changed in the
ScreenConnect administrator/appearance tab. There are 150+ fields available to customize the website and software. The main logo on the website can altered via the LogoPanel.ImageUrl field. To change the logo place your image in the Program Files/ScreenConnect/Images folder and modify the path in the appearance tab to the new file name.
EditScreenConnect Licensing
EditIs the Trial Version of ScreenConnect different from the Retail Version?
The trial version is a fully functioning version of the product that is only limited by the amount of time you can use it (30 days). There are no functional differences between a purchased version and the trial.
EditAre there any monthly fees?
Not from us, ScreenConnect is sold as a one time point of sale software application.
EditI didn't receive my trial license. How do I get one if the email doesn't go through?
Contact us, and we'll immediately provide you with a trial license.
EditHow do I transition from the trial version to a purchase?
You may purchase the software from our website
here. You will be emailed a new license.
Once you have purchased the full version and received your license follow these steps:
- Launch the Administration Page and click on 'Licenses'.
- Delete the evaluation license.
- Click 'Enter another license'.
- Paste your license key into the box and verify your license by pressing 'Check License'.
- Click 'Save License Settings'
If you have purchased ScreenConnect and have not received your license within 24 hours, contact support by emailing
sales@screenconnect.com or by calling (866) 866-0034 Option 3.
EditHow many concurrent licenses do I need?
The answer depends on your usage patterns.
A concurrent license is valid for an active session. A single technician can conduct more than one session simultaneously, requiring multiple concurrent licenses. Generally however, a single technician supports at most a single user at a time.
Most of our customers' technicians spend less than 25% of their time on active sessions. To account for variability, we recommend 1/2 the number of concurrent licenses as number of technicians, and round up.
Regardless of how many you choose to start, you can always purchase more or upgrade to an unlimited as required.
EditDo I get free updates when I purchase ScreenConnect?
You are entitled to 1 year of free updates when you purchase ScreenConnect. See
our upgrade page for more details or
INFO-0020: ScreenConnect Purchasing & Upgrades.
EditHow many machines can I install ScreenConnect on?
The client components can be run on as many machines as you wish. However, you will need a license for each
active concurrent session.
You may install the server components on multiple machines, but each license cannot be applied to more than one server. Any attempt to install a license on more than one server is a violation of the license agreement.
EditDo I need a license for each unattended session?
This question amazes us...what sort of companies are charging you guys a license for each unattended computer or are limiting how many computers you can install the client on? The answer is that there are no additional licenses required for unattended and we have no limit on how many computers you install the client.
EditWhat purchasing options are available?
Our primary and recommended solution is Google Checkout through
our purchase page. That said we can accept purchase orders and users can auto-generate a quote/invoice from our
generate invoice page. For more information please review
INFO-0020: ScreenConnect Purchasing & Upgrades.
EditWhat does the error message "too many trials" mean?
If a user has ran a trial past the defined period, the software will flag the user with the
too many trials error prompt. If a user gets this message they should contact
sales@screenconnet.com to request a trial extension.
EditHow many sessions does the trial support?
The trial allows an unlimited number of sessions to be created and ran during the trial period but we do limit the number of
active sessions between the guest and host to 2 concurrent sessions.
EditAre there restrictions on the license use?
Our standard concurrent licensing supports the use by the software owner and the employees of that company. It does not support starting a remote support hosting service allowing other entities to use your licenses for free or profit. For the entrepreneurs out there we do have licensing plans that support various hosting and delivery models. Contact [sales@screenconnect.com} for more information.
EditScreenConnect Features
EditCan you chat with ScreenConnect?
ScreenConnect does support chat. The chat window also allows you to send a fully qualified URL to the Guest which will appear in the chat window as a clickable link.
EditDoes ScreenConnect log remote sessions?
Yes, logs are created on the server for each remote session. Please see this article for more information:
INFO-0002: ScreenConnect Session Logging.
EditCan the Host provide remote support from anywhere with an Internet connection?
Yes! Since ScreenConnect is web-based, wherever you are in the world, you can connect to ScreenConnect by entering the URL of your ScreenConnect site.
EditIs screensharing with multiple screens supported?
ScreenConnect was designed for use with multiple screens. ScreenConnect aligns the monitors the way they are setup in the operating system which is usually side-by-side. You also have multiple scaling options that help keep everything manageable.
EditDoes ScreenConnect support rebooting with automatic reconnect?
Yes, You can reboot and reconnect in both Normal Mode and Safe Mode.
EditHow can you initiate an unattended remote session?
In Version 2.0 and higher you can use the "build installer" button on the host page to create a customizable client that can be deployed on Windows based guest machines.
For Mac or Linux this behavior can be simulated by leaving the session open when disconnecting from the remote support session.
For more information please read
HOWTO-0007: Unattended remote sessions.
EditIs screen recording supported?
Yes, we do support screen recording.
EditCan the host share their screen with the guest?
We do support what we call reverse screen share which is available as a menu option on the software. The guest will be able to see the host computer but not control.
EditCan you hear sound from the guest machine?
Yes, since version 2.1 ScreenConnect supports sound from the guest machine to the host.
EditDoes ScreenConnect have any built-in billing?
We do not have any built in billing components at this time, but we do support an open plug-in architecture which can be configured to work with applications of all types or for custom development.
EditDoes ScreenConnect support multiple technicians on a session?
Multiple technicians can connect to the same guest through different sessions, but we do not currently support multiple technicians participating inside the same session.
EditHow does the file transfer work?
We have three methods of file transfer:
- File transfer menu option built into the software as a menu option.
- Click and drag capability from the technician screen to the guest or back.
- And right click copy/past from the technician screen to the guest or back.
EditDoes ScreenConnect allow me to remotely run diagnostics on the guest machine?
ScreenConnect created our toolbox feature for that exact purpose. Tools stored in the toolbox can be ran from the technician machine onto the guest machine without the need to transfer files or install files.
EditCan ScreenConnect be used for online presentations?
ScreenConnect is not intended for use as an online collaboration tool, however in version 1.9+ it does support 1:1 reverse screen sharing.
EditHow do I filter attended and unattended sessions into groups?
Sessions can be grouped and filtered through the "manage session groups" link on the Host Page. See
INFO-0019: Managing Session Groups for more information.