Spektrix ScreenConnect Remote Access and Support

While using Spektrix or any hardware connected to your Spektrix system, there may be occasions where our Support Teams need to remotely access your computer to view exactly what you’re experiencing.

Here at Spektrix, we use a remote access tool called Spektrix ScreenConnect to help efficiently diagnose and resolve any issues.

What is Spektrix ScreenConnect?

Spektrix ScreenConnect is a secure browser based remote access tool which can be used with any browser. Our Support Teams use Spektrix ScreenConnect to remotely access your computer to help troubleshoot, diagnose and resolve any issues relating to your use of Spektrix.

Spektrix ScreenConnect is primarily used to resolve any hardware issues, but can be used to assist with any system related issues. This enables our Support Team to see exactly what you’re seeing on screen.

With your authorisation, our Support Team can take control of your computer to perform any checks. You’ll still have full control of your computer during the ScreenConnect session.

Our Support Teams will only use Spektrix ScreenConnect with your authorisation. Where Spektrix ScreenConnect is required, you’ll be asked each time for authorisation.

TIP: You must be present during a Spektrix ScreenConnect session. Do not leave your computer unattended.

Permissions to use Spektrix ScreenConnect

To use Spektrix ScreenConnect, you’ll need the following:

Administrator rights or permission to download and run files
Firewall access to the Spektrix ScreenConnect server

Admin Rights or permissions to download and run files

To use Spektrix ScreenConnect, you’ll need to be logged in as an administrator or have permission to download and run the Spektrix Screenconnect program.

To check the user permissions on your computer, speak to your IT team.

TIP: If you don’t have administrator permissions, make sure you have a member of your IT team ready to authorise any actions that require an administrator username and password.

Firewall access to the Spektrix ScreenConnect server

Before using Spektrix ScreenConnect, you or your IT team might need to set exceptions on your firewall to allow access.

You can find out the Spektrix ScreenConnect IP addresses and URL by following the steps in the tab below depending on your operating system.

TIP: The IP address listed in the tabs below will change on a regular basis. You should run the ns lookup command to obtain the latest IP address.

Windows

To find out the Spektrix ScreenConnect IP addresses and URL, follow these steps:
1. Click the Windows/Start button in your taskbar or press the windows key on your keyboard. Type CMD.
2. You’ll see a Command Prompt window. Type nslookup: spektrix.screenconnect.com and press Enter:
3. In the results returned, allow the following on your firewall:
macOS
To find out the Spektrix ScreenConnect IP addresses and URL, follow these steps:
1. Open a terminal window. Go to Finder > Applications > Utilities > Terminal:
2. Type nslookup spektrix.screenconnect.com and press Enter:
3. In the results returned, allow the following on your firewall:

How to use Spektrix ScreenConnect

To use Spektrix ScreenConnect click the tab below depending on whether you’re using Windows or macOS.

TIP: You must be present during a Spektrix ScreenConnect session. Do not leave your computer unattended.

Windows

To use Spektrix Screenconnect, follow these steps:
1. Go to the Spektrix ScreenConnect website.
2. You’ll see a Welcome screen:
3. Our Support team will give you a code, enter the code in the Join with a code box. Click the arrow to proceed:
4. Once you enter the code, you’ll be prompted to download and run the app
  
  TIP: You’ll need to download the app every time you join a session.
5. Browse to the location where the app has downloaded (usually your downloads folder) and double click the ScreenConnect.Client.exe file to run it.
6. After a few seconds, our Support Team will be connected to your computer.
Once our Support Team has completed any troubleshooting and diagnostics they will end the session.
macOS

To use Spektrix ScreenConnect on your Mac, you’ll need to grant permissions to access your device once you’ve downloaded and run the software.

TIP: You should only need to grant system permissions the first time you use Spektrix ScreenConnect.
Follow these steps:
1. Go to the Spektrix ScreenConnect website.
2. You’ll see a Welcome screen:
3. Our Support team will give you a code. Enter the code in the Join with a code box and click the arrow to proceed:
4. Once you enter the code, you’ll see a Join Session window. Click Download App:
  
  TIP: You’ll need to download the app every time you join a session.
5. Browse to the location where the [ZIP] file has downloaded (usually your downloads folder in Finder). Double click the Spektrix ScreenConnect.zip file to extract the contents.
6. This will create a new application in Finder called Spektrix ScreenConnect Client. Double click the file to run it.
7. You might see a prompt like the one below. Click Open:
To enable our Support team to see your screen and take control of your mouse if needed, you’ll need to change your Mac’s security settings. Follow these steps:
1. In the pop up which appears, click Open System Settings:
  
  TIP: This pop up may appear behind other windows. Minimise any other windows until you see this screen.
  
  Alternatively click the Apple menu in the top left of the screen and select System Preferences.
2. Under Security & Privacy click the toggle to grant access to the Spektrix ScreenConnect Client:
3. Click Use Password and enter your macOS password. Alternatively you can use Touch ID or Face ID if your Mac supports these features:
4. You’ll need to restart the Spektrix ScreenConnect client. Click Quit & Reopen:
5. Back in Privacy and Security, click Accessibility:
6. Click the toggle next to Spektrix ScreenConnect Client. This will enable mouse control during the session:
After a few seconds, our Support Team will be connected to your computer. Once our Support Team has completed any troubleshooting and diagnostics they will end the session.