Installing ScreenConnect on Android

Installing ScreenConnect on Android

Category: Remote Support
Applies to: Samsung Galaxy, Google Pixel, Motorola, and compatible Android phones and tablets
Difficulty: Beginner
Estimated Time: 3–5 minutes

Overview

True Synergy Networks uses ScreenConnect, a secure remote support application, to assist customers with technical issues. This guide explains how to install ScreenConnect on your Android phone or tablet and connect with a True Synergy Networks support technician. Unlike Apple iPhones, many Android devices allow your support technician to both view and remotely control your screen. Additional permissions may be required depending on your device and Android version.

Step 1: Download ScreenConnect

  1. Open the Google Play Store on your Android device.
  2. Search for ScreenConnect.
  3. Locate the official ScreenConnect application published by ConnectWise.
  4. Tap Install to download and install the application.
  5. Wait for the installation to complete.
  6. Tap Open to launch ScreenConnect.

Click Here to Download ScreenConnect from Google Play

Important Security Notice: Only download the official ScreenConnect application from the Google Play Store using the link provided above. If anyone directs you to install remote support software from an unfamiliar website, contact True Synergy Networks before proceeding.

Step 2: Connect to True Synergy Networks

After installing ScreenConnect, you will need to connect to the True Synergy Networks remote support system.

Enter the Remote Support Address

  1. Open the ScreenConnect application on your Android device.
  2. Locate the field requesting a ScreenConnect server address or URL.
  3. Enter the following address:https://support.truesynergynetworks.com
  4. Tap Go or Guest – Go to Your Session, depending on the application version.
  5. Enter the support session code provided by your True Synergy Networks support technician.
  6. Tap the arrow or Join button to connect.
  7. Wait for your technician to join the session.

Note: Your technician may provide a session link or QR code to simplify the connection process.

Step 3: Enable Screen Sharing

Once connected to the support session, Android may ask you to authorize screen sharing.

Allow Screen Capture

  1. Review the screen-sharing permission request displayed on your phone.
  2. Tap Start now, Allow, or the equivalent confirmation button.
  3. If prompted to share a single application or your entire screen, select the option instructed by your support technician.
  4. Confirm that you want to begin sharing your screen.
  5. Wait for your technician to verify that your screen is visible.

Why is this needed? Screen-sharing permission allows your support technician to view your Android device and guide you through troubleshooting.

Important: While screen sharing is active, your technician may be able to view notifications, messages, passwords displayed on screen, and other sensitive information. Avoid opening personal or confidential information during your support session.

Step 4: Allow Accessibility Permissions

Android may require additional permissions before your True Synergy Networks support technician can remotely control your phone.

Enable Accessibility Access

  1. When prompted by ScreenConnect, tap Go to Accessibility or Open Settings.
  2. Your phone will open the Accessibility settings.
  3. Locate Installed Apps, Downloaded Apps, or Installed Services, depending on your Android device.
  4. Select ScreenConnect.
  5. Enable the ScreenConnect Accessibility service.
  6. Review the permission information displayed by Android.
  7. Tap Allow or confirm the permission if you wish to enable remote control.
  8. Return to the ScreenConnect application.

Why is this needed? Accessibility permission allows your support technician to interact with your device, including tapping buttons, navigating menus, and performing certain troubleshooting actions.

Note: The exact steps may vary between Samsung Galaxy, Google Pixel, Motorola, and other Android devices. Some devices may only support screen viewing.

Confirm Remote Control Access

After enabling Accessibility permissions:

  1. Return to the ScreenConnect application.
  2. Review any additional permission requests.
  3. If prompted to allow ScreenConnect to view or control your screen, tap Allow.
  4. If a screen-casting warning appears, tap Start now or OK.
  5. Wait for your technician to confirm that remote control is functioning.

Important: Accessibility access grants significant control over your device. Only enable this permission when working with an authorized True Synergy Networks support technician and when remote control is needed.

Step 5: End the Remote Support Session

Once your True Synergy Networks technician has finished assisting you, you can disconnect from ScreenConnect.

Disconnect From ScreenConnect

  1. Return to the ScreenConnect application.
  2. Tap the back arrow or the available disconnect option.
  3. Confirm that you want to disconnect if prompted.
  4. Verify that the ScreenConnect screen-sharing notification or indicator is no longer active.

Note: If ScreenConnect still appears to be sharing your screen, open your Android notification panel and use the available option to stop screen sharing.

Disable Accessibility Access After Support

If you enabled Accessibility permissions for remote control, you can turn them off after your support session.

  1. Open your phone’s Settings.
  2. Navigate to Accessibility.
  3. Locate ScreenConnect under installed or downloaded accessibility services.
  4. Turn off the ScreenConnect Accessibility service.
  5. Confirm your selection if prompted.

Why is this recommended? Disabling Accessibility access when it is no longer needed reduces the permissions granted to the support application.

Once screen sharing has stopped and the session has been disconnected, your support technician should no longer be able to view or control your phone through that session.