If you have ScreenConnect, you can use it with Syncro to control your customers' assets and make remote support a breeze. Once integrated, you can click to create a session with details copied over from a ticket.

Note: ScreenConnect managed installation is not officially supported on Macs at this time. If this is not working for you, please install ScreenConnect outside of Syncro until further notice.

Install ScreenConnect

To install ScreenConnect, follow these steps:

1. Navigate to Admin > App Center, then select the ScreenConnect app card. (Its under the Remote Access link.)
   
2. Next you must obtain your ScreenConnect URL and Instance ID in ScreenConnect's management console. In a new browser tab, login into your ScreenConnect account at https://cloud.screenconnect.com/#/account.
3. If you don't already have an instance created, create one. Then copy the Instance URL:
   
   Note: The Instance ID shown in the ConnectWise portal is NOT the ID needed for this integration. This will be shown starting in step 5.
4. In Syncro, paste the Instance URL into the ScreenConnect URL field. Be sure to include https:// in front of the URL:
   
5. To get the Instance ID, you’ll need to access one of your endpoints that already has your ScreenConnect Client installed.
   1. On the endpoint, open the Task Manager.
   2. Click the Services tab.
   3. Scroll down to the ScreenConnect Client service.
   4. Copy the Instance ID found in the parenthesis next to the ScreenConnect Client name. (You may close the Task Manager after doing this.)
      
6. In Syncro, type the Instance ID into the ScreenConnect Instance ID field:
   
7. Click Save.
8. In ScreenConnect, click the Instance URL to launch the Host.
9. Log in. 

After you've launched the instance host, you'll be able to build the MSI installer to upload into Syncro.

Build an MSI Installer

To build the MSI installer to upload into Syncro, follow these steps:

1. In ScreenConnect's left navigation menu, click Access.
   
2. Click Build +.
3. Select Windows (.msi) from the Type dropdown menu:
   
4. Click DOWNLOAD.
5. When the download finishes, click DONE.
6. IMPORTANT: Locate the downloaded file (it could be called ConnectWiseControl.ClientSetup.msi). Rename it to EXACTLY screenconnect.msi before uploading it to Syncro.
7. In Syncro, click Upload ScreenConnect MSI:
   
8. Upload the screenconnect.msi file. When the upload finishes, Syncro displays “All Set, we have your ScreenConnect MSI file.”

Configure ScreenConnect with Policies

To add ScreenConnect to a Policy, follow these steps:

1. Navigate to the Policies tab.
2. Create or Edit the Policy that will have ScreenConnect on it.
3. In the left side of the Syncro's Policy Builder, select Remote Access. 
4. In the Bring Your Own ScreenConnect section, check the “Install & Manage ScreenConnect” box:
   
5. Be sure to click Save Policy. Syncro will scan any Assets that have this Policy attached.

Notes: 

• If ScreenConnect is installed on the asset with a ScreenConnect Instance ID that is different than the one you entered in the settings step, then the system will install a new instance of ScreenConnect with the instance ID that was used in Syncro and upload the ScreenConnect unique GUID for the Asset.
• If ScreenConnect is not installed, we will install it using the ScreenConnect ID that was used during the setup stage and upload the ScreenConnect unique GUID for the Asset.
• The sync can vary in timing and depends on whether the asset is online at the time. You will know if the Asset has synced if there is a ScreenConnect GUID in the Asset Info.
• There is a ScreenConnect ID column you can turn on in the Device Settings button on the Device page.

Access ScreenConnect

Once the integration is set up, you'll be able to select it from the Remote Access button menu:

• While using the device Quick Preview:
  
• From the top of the Asset's Details page:
  

Troubleshooting

• If you see an "One or more errors occurred" or "Session group 'All Machines' does not exist" error from ScreenConnect when you attempt to remote into the device from Syncro, check that your main "Access" session group in ScreenConnect starts with "All Machines" and try again. (You can either click the three dots by a name > Edit to rename one, or click +Create Session Group near the bottom.)
  
   
• If you use Syncro to remote into a machine, but you access a different computer in your ScreenConnect account, please make sure that you did not use the "End" button in ScreenConnect (discussed here). 
  
  This will prevent Syncro from accessing the machine further, because ScreenConnect has permanently ended the session, and leaves the service installed on the machine, preventing Syncro from connecting or reinstalling ScreenConnect.
  
  To resolve this issue, you will need to completely uninstall ScreenConnect from the machine, and clear the ScreenConnect GUID value from the asset's custom field so that Syncro can reinstall and repopulate the ScreenConnect GUID.
   
• If ScreenConnect installs on your assets, but the 'ScreenConnect GUID' asset field is blank and there is no option to connect via ScreenConnect, it's likely that the Instance ID that was entered in the ScreenConnect app card is incorrect.
  
  You can quickly find the Instance ID by going to an asset that ScreenConnect was deployed to and looking for ScreenConnect in the 'Installed Apps' tab. The ID will be displayed between the parentheses after 'ScreenConnect Client':
  
  
  Once you have that ID, navigate to Admin > App Center - ScreenConnect and update the Instance ID. As your assets sync with our servers, you should see the ScreenConnect GUID appear on the asset and an option to start a ScreenConnect remote session.
   
• If you do not have the option to install ScreenConnect on any policies and it is not installing on any new assets, make sure you have uploaded the screenconnect.msi as detailed in Build an MSI Installer.