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This article assumes you are trying to access Screen Connect with a device running macOS.
If you are using a device running Windows, please click here.
Accessing Screen Connect
1. Go to https://callharbor.screenconnect.com/
2. Enter the code provided by the CallHarbor Support tech
3. Once the code is entered, the screen connect application will ask to download app or launch downloaded app. Click download app
4. Once downloaded, click the download
5. This will open the Finder. Double-click the downloaded application
6. You may be prompted to confirm the download, click Open to confirm
7. The application will now download and the Screen Connect website will now display "You have successfully connected to your session" and a "Your computer is being controlled by <tech name>" will appear across the top of your monitor, however, additional settings are required for the tech to control your computer remotely
Settings for Remote Access
1. Once the Screen Connect application is downloaded, an Accessibility Access (Events) popup window should appear. Click Open System Preferences
If a Screen Recording popup window also appears, please ignore the popup, but do not click deny. Step 6 will address the Screen Recording popup
2. This will open the System Preferences window. The System Preferences window will be open to the 'Allow the apps below to control your computer' settings
3. Click the lock to allow changes to be made
4. Enter your account password and press Unlock
5. Check CallHarbor Support Client as an allowed app to control your computer
6. A Screen Recording popup will also appear. Click Open System Preferences
7. This will update the System Preferences window to 'Allow the apps below to record contents of your screen, even while using other apps' settings
The lock for changes should still be unlocked, but if it is not, repeat the steps 3 and 4
8. Check CallHarbor Support Client to allow Screen Recording, this will trigger a popup asking you to Quit and Reopen the application. Click Quit & Reopen
9. Another popup will appear asking for permission for CallHarbor Support Client to access System Events. Click Allow
10. You may need to rejoin the session after the Quit & Reopen. If necessary, return to https://callharbor.screenconnect.com/ and enter the code again, but select Launch downloaded app after clicking join
Screen Connect Session
1. While in the session, there are a few indicators that the session is active:
The popup across the top of the monitor
The CallHarbor logo will appear in the task bar, clicking will give three options: Shat, Status, and Exit
If a tech is actively connected to the session, the icon will include a green dot:
Check the Status:
Click Options within the "Your computer is being controlled by <tech name>" popup and select Status
A status window will popup
2. You can communicate with the tech connected to your session:
Click Options within the "Your computer is being controlled by <tech name>" popup and select Chat
This will open the messages popup window. Type your message in the box and hit enter or the Send button
Message back and forth will be labeled as Guest (you) and Tech Name
3. The options button within the "Your computer is being controlled by <tech name>" popup also has options for Hide and Exit
Hide will make the "Your computer is being controlled by <tech name>" popup disappear from your monitor. The only way for this to appear again is for the tech to exit the session and rejoin
Exit will end your connection to the session. You will need to rejoin the session for the tech to regain control if exited before the tech finishes.
Ending a Session
1. Exiting a session will end the tech's connection to your computer, but it can be reestablished if you rejoin the session
2. If the tech leaves the session (no longer accessing or controlling) but does not delete the session, the CallHarbor logo icon will still be present, but the Green dot will be gone
3. If the tech ends the session by deleting the session entirely, the following popup will appear
