Notes:

• This does require the ScreenConnect app to be downloaded from the app store.

• This allows for view only - The support agent can only see what is on your screen; they cannot navigate through or type for you.

Step 1: Open web browser (eg. Safari), and enter haltech.support in the address bar. Click the arrow next to the session you have been instructed to join.

Step 2: For first-time cases, hit Install App.

If the app has been installed already, hit Launch App and skip to step 5.

Step 3: The App Store will open to the ‘ConnectWise Control’ app. Install this app, then return to the web browser.

Step 4: Hit Join your session

Step 5: When prompted to open in Control, hit Open

Step 6: In the Control app, hit Initiate Screen Share.

Note: the support agent might see the phone screen in the remote help portal at this point, however it will drop out as soon as you switch apps. You must follow steps 7+8.

Step 7: Then, hit Start Broadcast

Step 8: You should see a red icon in the top banner of the screen showing that the remote session is live.

Step 9: You’re now free to move around in the phone - keep in mind that it’s a full screen share, so don’t go trawling through photos or socials.

Step 10: When finished, hit the red icon in the top banner, and hit Stop to terminate the remote session.