Online Help System

www.screenconnect.com

Frequently Asked Questions

Modified: 2010/05/26 12:00 by Sean White - Uncategorized

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System Requirements and Configuration

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Do 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.

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What operating systems can I use for the server installation?

We have designed and tested ScreenConnect on the following operating systems.

  • Windows 2003 Server
  • Windows 2008 Server
  • Windows XP
  • Windows Vista
  • Windows 7

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What operating systems are supported for ScreenConnect?

The host is supported on the following OS's:

  • Windows XP (.NET Framework 2.0+)
  • Windows Vista (.NET Framework 2.0+)
  • Windows 7(.NET Framework 2.0+)
  • Windows Server 2003 (.NET Framework 2.0+)
  • Windows Server 2008 (.NET Framework 2.0+)
  • Windows 2000 Service Pack 3 (.NET Framework 2.0+)
  • Windows 98, Windows 98 SE (.NET Framework 2.0+)
  • Windows ME (.NET Framework 2.0+)

The guest is supported on the following OS's

  • Windows XP (.NET Framework 2.0+ or JRE 1.5+)
  • Windows Vista (.NET Framework 2.0+ or JRE 1.6+)
  • Windows Server 2003 (.NET Framework 2.0+ or JRE 1.5+)
  • Windows Server 2008 (.NET Framework 2.0+ or JRE 1.5+)
  • Windows 2000 Service Pack 3 (.NET Framework 2.0+ or JRE 1.5+)
  • Windows 98, Windows 98 SE (.NET Framework 2.0+ or JRE 1.5+)
  • Windows ME (.NET Framework 2.0+ or JRE 1.5+)
  • OS X (JRE 1.5+)
  • Solaris (JRE 1.5+)
  • Linux (JRE 1.5+)

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Which browsers are supported?

The following browsers are supported for the server and host components:

  • Internet Explorer 6+
  • Firefox 1.5+
  • Safari 3.0+
  • Mozilla 1.9
  • Opera 9.2

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What 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.

For more information please consult: HOWTO-0003: Changing ScreenConnect ports.

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Is there an easy way to verify that I have the correct ports open?

Yes, you can check your ports using our port test page.

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Can 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.

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Can the server and client application work with different host names?

It will work, but email invitations will include the hostname used by the host.

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ScreenConnect Licensing

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Are there any monthly fees?

Not from us, ScreenConnect is sold as a one time point of sale software application.

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I 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 license.

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How do I upgrade from the trial version to the full version?

You may purchase the full version 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:

  1. Launch the Administration Page and click on 'Licenses'.
  2. Delete the evaluation license.
  3. Click 'Enter another license'.
  4. Paste your license key into the box and verify your license by pressing 'Check License'.
  5. Click 'Save License Settings'

If you have purchased ScreenConnect and have not received your license within 24 hours, contact support by emailing or by calling (866) 866-0034 Option 2.

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How 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, you can always purchase more to add-on later.

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Do 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.

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How 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.

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ScreenConnect Features

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Is 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. There are no functional differences between a purchased version and the trial.

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Can you chat with ScreenConnect?

ScreenConnect has added support for chat in the Version 1.5 and later available here: http://www.screenconnect.com/Download.aspx. 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.

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Does 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.

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Can 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.

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Can you send and receive files with ScreenConnect?

Yes, in ScreenConnect 1.0 you can click send files from host, or right click on the system tray icon and send files from the guest.

In ScreenConnect 1.1 we added a 'Receive Files' menu item that initiates the reverse.

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Is 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 have multiple scaling options however that help keep everything manageable.

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Does ScreenConnect support rebooting with automatic reconnect?

Yes, this was added in ScreenConnect 1.1. You can reboot and reconnect in both Normal Mode and Safe Mode.

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How can you initiate an unattended remote session?

While ScreenConnect is not designed as a remote access solution for managing unattended machines, this behavior can be simulated.

For more information please read HOWTO-0007: Unattended remote sessions.

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Can ScreenConnect be used for online presentations?

ScreenConnect is not intended for use as an online collaboration tool and does not support sharing your screen with more than one user.