ScreenConnect/Remote Support

Joining a Session

These steps should be followed to join a session hosted by a Nextiva support agent:
 

1. Navigate to https://nextiva.screenconnect.com/
    
2. Enter the join code provided by the agent.
   
   
    
3. A file will be downloaded to your computer.
   
   
    
4. Extract and open the ZIP folder.
   
   
5. Run the file ScreenConnect.Client.
   
   
6. If you run the file and it prompts for administrator credentials that you do not have, click the Try Next Option link in the Joining window
   
   
    
7. A new file will be downloaded
    
8. Repeat steps 4 through 6 until the file launches without admin access required.
    
9. Once launched, you should see a pop-up asking for consent to control.
    
10. Click Consent to Control to allow the Nextiva support agent to view and control your computer.
    
    
    
     

Troubleshooting Tips for macOS

Black Video

1. Navigate to the Apple Icon, then click on System Settings.
    
2. On the left-hand side, scroll down and select Privacy & Security.
   
   
    
3. Select Screen Recording.
    
4. Turn on ScreenConnect Client 2.
   
   
    
5. If ScreenConnect Client 2 is NOT present, the client will need to click the + icon and find the downloaded application.
    

Unable to Control the Mouse/Keyboard

1. Navigate to the Apple Icon, then click on System Settings.
    
2. On the left-hand side, scroll down and select Privacy & Security.
   
   
    
3. Select Accessibility.
    
4. Turn on ScreenConnect Client 2.
   
   
    
5. If the ScreenConnect Client 2 is NOT present, you will need to click the + icon and find the downloaded application.