We are here to help!

Find new ways to use Atera, Ask us anything.

Follow

Connect Remotely with ScreenConnect

With Atera's ScreenConnect integration, easily connect to your customers' computers with one click. Anytime, anywhere access lets you remotely control devices and help your customers whether they’re around the corner, or across the world. The integration is for Windows OS only.

This article includes the following sections:

 

ScreenConnect Integration Setup

Setting up your ScreenConnect account on Atera is easy, and only entails entering your ScreenConnect credentials. Please note: To use ScreenConnect with Atera, you'll need to have a valid ScreenConnect account. If you don't have one, you can sign up at ScreenConnect (along with your account, you'll also receive access to a ScreenConnect management console).

If you have existing customer/host listings, groupings, or hierarchies on your ScreenConnect management console, Atera will not touch them. We won’t overrun any of the existing organizational structure. However, if there are no hosts listed on the console, then the hosts you add on Atera will be copied to the ScreenConnect management console.

 

To set up ScreenConnect on Atera:

 

1. Click on Admin (on the side panel).

2. Click on Settings (under ServiceDesk Management). The Settings page appears.

admin_settings_with_arrow.png

 

3. Click on Remote access, then the ScreenConnect tab, to view the ScreenConnect settings.

 

4. You'll need to locate your ScreenConnect URL, Instance ID, and Installer URL on your ScreenConnect/ConnectWise Management console (https://cloud.screenconnect.com/#/account).

To locate your ScreenConnect URL: Log on to your ScreenConnect Management Console > Click on Access (in the side panel) > Click to open the profile icon menu, and select Control Panel. 

screenconnect_control_panel.png

The Instances page appears. Your ScreenConnect URL is located here (see image below).

screenconnect_url_doctored_with_fake_info_and_arrow.png

To locate your ScreenConnect Instance ID:

Open your 'File Explorer' > Click on 'This PC' > OS (C:) > Program Files (or Program Files x86 for 32-bit computers) > Search for 'ScreenConnect Client'. The ScreenConnect Instance ID is the number/letter combination that appears in parenthesis (see image below). Copy, so you can paste it onto Atera:

 

 

To locate your ScreenConnect Installer URL (for Windows):

Log on to your ScreenConnect Management Console > Click on Access (in the side panel) > Click Build +. The Build Installer screen appears.

build__.png

On the Build Installer screen, click on the 'Type' drop-down menu and select Windows (.msi) > Then select Copy URL > Click Copy to copy to clipboard.

 

5. Paste or enter your ScreenConnect URL, Instance ID, and Installer URL into the 'Remote Access Settings' on the Atera platform, then click Save. That's it! You can now remotely connect to your customers with ScreenConnect. To remotely connect to a customer see Remote Connection with ScreenConnect (below).

 

Note:  Please enable pop-ups for Atera in your browser.

 

Remote Connection with ScreenConnect

You can remotely connect to your customer in four ways:

  • From the Devices page
  • From within a device/agent
  • From the Customers page
  • From within a ticket

 

To remotely connect from the Devices page:

1. Click on Devices (on the side panel). Your list of devices/agents appear.

 

2. Find the device you wish to connect to, and click ScreenConnect from the Connect drop-down menu. ScreenConnect will automatically be installed on the device the first time you connect to it. It may take up to a minute, but once installed, the remote connection will begin automatically.

 

 

 

To remotely connect from within a device/agent:

1. Click on Devices (on the side panel). Your list of devices/agents appear.

 

2. Click to open the device you wish to connect to.

3. Click to open the Connect drop-down menu (upper, right of the screen), and select ScreenConnect. ScreenConnect will automatically be installed on the device the first time you connect to it. It may take up to a minute, but once installed, the remote connection will begin automatically.

 

To remotely connect from the Customers page:

1. Click on Customers (on the side panel). A list of your customers appear.

2. Click on the customer, whose device you wish to connect to. The customer's page appears.

3. Click on the Devices tab at the top of the screen.

tempsnip_arrow.png

 

 

4. Near the device you wish to connect to, click to open the Connect drop-down menu, and select ScreenConnect. ScreenConnect will automatically be installed on the device the first time you connect to it. It may take up to a minute, but once installed, the remote connection will begin automatically.

 

To remotely connect from within a ticket:

1. Click on Tickets (on the side panel). Your list of tickets appear.

2. Click, to open the specific ticket.

connect_to_device_drop-down_menu_arrow.png

3. Click Connect to device, to open the remote access drop-down menu, and select ScreenConnect. The remote connection will begin.

 

 

ScreenConnect Q and A

 

Q. What happens if there is a previous ScreenConnect host on my customer’s computer?

A. If there is already a ScreenConnect host installed on your customer’s computer, then Atera won't reinstall the host. You'll be able to remotely connect with your customer from the Atera platform, using the host. 

If there is no host installed, then once you set up the integration and initiate a connection with the customer, we'll automatically deploy the latest version of the host to your customer.

Q. Is ScreenConnect remote access included in the Atera subscription cost, or is there an additional fee?

A. Atera has added a ScreenConnect integration. We aren’t selling ScreenConnect remote access, rather we are supporting it. The integration is included in the Atera subscription cost. If you already use ScreenConnect, then you can enjoy all the features of the integration. If you don’t currently use ScreenConnect, but would like to, you will need to purchase the license directly from ScreenConnect's site


Q. Where do I purchase a ScreenConnect remote access?

A. You can purchase the license from ScreenConnect's site.

 

Q. What about other remote access integrations?

A. We currently have a Splashtop as well as a TeamViewer integration. If there are other integrations you’d like to see us add, please visit the Atera ideas board and let us know. We love hearing your suggestions.


Q. What about the Splashtop remote access integration? Will it remain free?

A. Splashtop remote access will remain unchanged, so you can continue to enjoy it, and yes, it will remain free.

 

 

 

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request