Installing ScreenConnect on Apple iOS

Installing ScreenConnect on Apple iPhone

Category: Remote Support
Applies to: Apple iPhone and iPad (iOS/iPadOS)
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 Apple iPhone or iPad and share your screen with a True Synergy Networks support technician. Due to Apple’s security restrictions, True Synergy Networks technicians can view your iPhone’s screen but cannot remotely control your device. Your technician will guide you through any necessary troubleshooting steps.

Step 1: Download ScreenConnect

  1. Open the App Store on your iPhone.
  2. Search for ConnectWise Control.
  3. Locate the official application published by ConnectWise.
  4. Tap Get to download and install the application.
  5. Authenticate using Face ID, Touch ID, or your Apple Account password if prompted.
  6. Once the installation finishes, tap Open.

Click Here to Download ConnectWise Control from the App Store

Important Security Notice: Only download the official ConnectWise Control application from Apple’s App Store using the link provided above. If anyone directs you to install a remote support application 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 ConnectWise Control application on your iPhone.
  2. Locate the field requesting a server or ScreenConnect address.
  3. Enter the following address:https://support.truesynergynetworks.com
  4. Tap Go or Go as Guest, depending on the application version.
  5. If prompted, enter the support session code provided by your True Synergy Networks technician.
  6. Tap Join or the arrow button to connect to the session.
  7. Wait for your technician to join.

Note: Your support technician may also provide a session link that allows you to connect without manually entering the support address.

Step 3: Enable Screen Sharing

Once connected to the support session, you will need to allow ScreenConnect to share your iPhone’s screen.

Start Screen Sharing

  1. Inside the ConnectWise Control application, locate Initiate Screen Share.
  2. Tap Initiate Screen Share.
  3. A screen-sharing confirmation window should appear.
  4. Ensure ScreenConnect or ConnectWise Control is selected as the broadcast destination.
  5. Tap Start Broadcast.
  6. Wait for the countdown to finish.
  7. Your screen is now being shared with your True Synergy Networks support technician.

Why is this needed? Screen sharing allows your support technician to view what is happening on your iPhone and provide step-by-step troubleshooting assistance.

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

Step 4: Allow Screen Recording Through Control Center

If ScreenConnect cannot start screen sharing automatically, you can manually enable it through your iPhone’s Control Center.

Start Screen Sharing Manually

  1. Open Control Center by swiping down from the upper-right corner of your iPhone screen. On iPhones with a Home button, swipe up from the bottom.
  2. Locate the Screen Recording button, which appears as a circle inside another circle.
  3. Press and hold the Screen Recording button.
  4. Select ScreenConnect or ConnectWise Control from the list of available applications.
  5. Tap Start Broadcast.
  6. Wait for the countdown to finish.
  7. Return to the application or screen where you need assistance.

Note: If the Screen Recording button is missing from Control Center, use the option to add a control and select Screen Recording.

Why is this needed? Apple’s screen broadcasting feature allows ScreenConnect to display your iPhone’s screen to your support technician, including when you switch between applications.

Step 5: End the Remote Support Session

Once your True Synergy Networks technician has finished assisting you, you can stop sharing your screen.

Stop Screen Sharing

  1. Open Control Center.
  2. Tap the active Screen Recording button.
  3. Confirm that you want to stop the broadcast, if prompted.
  4. Return to the ConnectWise Control application.
  5. Disconnect from the support session if it is still active.

Note: Depending on your iPhone’s software version, you may also be able to stop screen sharing by tapping the red screen-sharing indicator at the top of your screen.

Once screen sharing has stopped, your support technician will no longer be able to view your iPhone’s screen through that broadcast.