Establishing a remote desktop support session

NetFire Support may ask you to connect to your computer or server remotely in order to provide assistance. To establish secure remote desktop connections, we use a software tool called ScreenConnect by ConnectWise. Don't worry, it's easy to use! Just follow these steps:

1. Open your web browser and browse to ScreenConnect on the device where you want to allow NetFire access.

2. A unique code will be provided to you by your NetFire Support team member on a per-case basis. We do not establish permanent access. Enter the unique code in the "Join with a code" text box.

3. After the code has been accepted, your browser should download the software automatically or you may be prompted to download the ScreenConnect client. This software is available for both Windows and macOS operating systems.

4. You should see the download pop-up at the bottom left or top right depending on which browser you are using.

5. Click the downloaded file to launch the app. If you do not see the download in your browser, you can check your downloads folder and run it from there. 

6. You may receive a prompt for your consent. Click the "Run" or "Yes" button to launch the app.

7. You should receive a message that you have successfully connected to your session. Wait for further instructions from your friendly NetFire Support team member.

Thank you for choosing NetFire! We're here to help, so don't hesitate to reach out if you have any questions or need further assistance.

To request remote support, it is necessary to first create a support request. If you have not already done so, please initiate a support request and a representative from the support team will contact you to establish a connection for remote support.