Installing ScreenConnect on Windows

Overview

True Synergy Networks uses ScreenConnect, a secure remote support application, to assist customers with technical issues. This guide explains how to download, install, and configure ScreenConnect on your Windows computer so a True Synergy Networks support technician can provide remote assistance.

Step 1: Download ScreenConnect

1. Click Here to access the ScreenConnect download provided by True Synergy Networks.
2. Download the Windows installation file.
3. Once the file has finished downloading, proceed to Step 2.

Important Security Notice: Only download the True Synergy Networks ScreenConnect installer through tsnhelp.us. If anyone directs you to download our ScreenConnect software from another website, contact True Synergy Networks before proceeding.

Step 2: Locate the Downloaded Installer

After downloading ScreenConnect, locate the installation file on your computer.

Open the Downloads Folder

1. Open File Explorer on your Windows computer.
2. Select Downloads from the sidebar.
3. Locate the downloaded ScreenConnect installation file, typically named ScreenConnect.ClientSetup.exe.
4. Double-click the downloaded file to begin installation.

Note: Depending on your browser, you may also open the downloaded installer directly from your browser’s Downloads menu.

Allow the Download Through Browser Security

Depending on your browser and security settings, you may receive a warning indicating that the downloaded file is not commonly downloaded or may be unsafe.

If you are using Microsoft Edge and the download is blocked:

1. Click the Downloads icon in the upper-right corner of Microsoft Edge.
2. Locate the ScreenConnect installation file.
3. Click the three dots (•••) next to the downloaded file.
4. Select Keep.
5. If an additional warning appears, click Show more or the three dots (•••) to view additional options.
6. Select Keep anyway, if available.
7. Click Open file to launch the installer.

Important: Only proceed past a download warning if you have verified that the file was obtained from the official True Synergy Networks website and is the installer your support technician instructed you to use. If your browser identifies a specific malware threat or you cannot verify the file, stop and contact True Synergy Networks.

Step 3: Allow the Installer Through Windows Security

Windows may display a Microsoft Defender SmartScreen warning when launching the ScreenConnect installer.

This warning may state that “Windows protected your PC” because the application is not recognized.

Allow the Application to Run

If the SmartScreen warning appears:

1. Confirm that you downloaded the installer from the official True Synergy Networks website.
2. Click More info to view additional information about the application.
3. Verify that the displayed application information matches the installer you downloaded.
4. If your support technician has confirmed that the installer is legitimate, click Run anyway, if available.
5. Allow Windows to launch the ScreenConnect installer.

Important: If the installer information does not match what you expected, or Windows identifies a specific security threat, do not proceed. Contact True Synergy Networks for assistance.

Note: This warning does not appear on every Windows computer. If the installer opens without displaying a warning, proceed to Step 4.

Step 4: Complete the Installation

Once Windows allows the ScreenConnect installer to run, you may be prompted to authorize the installation.

Approve User Account Control

Windows may display a User Account Control (UAC) window asking:

“Do you want to allow this app to make changes to your device?”

If this message appears:

1. Verify that the application shown is the ScreenConnect installer you downloaded.
2. Click Yes to authorize the installation.
3. If prompted, enter your Windows administrator credentials.
4. Allow the installation process to complete.
5. Follow any additional on-screen installation instructions.

Why is this needed? User Account Control helps protect your computer by requiring authorization before applications make certain system changes.

Note: If your computer is managed by your organization, administrator approval may be required to complete the installation.

Verify the Installation

After the installation finishes:

1. The ScreenConnect support client should launch or connect automatically.
2. Your True Synergy Networks support technician will verify that the remote connection is working.
3. If prompted, allow the support session to connect only after confirming that you recognize the request.

Note: Depending on your computer’s configuration, the ScreenConnect support client may run in the background without displaying a separate application window.