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Establishing a Remote Connection for Pearl Installation

To receive remote support, you'll have to connect first. After connecting, your technician can see your screen and has control of your mouse and keyboard. Once the technician is done, they'll disconnect from your machine and you can continue your work.

How to join a session 

  1. Click the installation link within the onboarding email

  1. Click “Join your session” Once you click the arrow, your computer will automatically download a file

Downloading the file 

When joining, ScreenConnect downloads a file named ScreenConnect.WindowsClient.zip. By default this is downloaded to your browser's "downloads" location, which is usually C:\Users\[your name]\Downloads. 

How to find the Downloads folder 

  1. 1. If you are on Windows and have the search bar at the bottom of your screen (Windows 10 or 11), type “downloads” in the search bar and then click into your Downloads folder.

  1. If you do not have a search bar at the bottom of your screen, simply navigate to your Windows Start menu and search “downloads” there to find your Downloads folder

**Mac Only

Prior to opening the file, you must grant permissions.
In Settings, navigate to Privacy & Security->Accessibility

Allow ScreenConnect Client to control your computer


 

Extracting and running the ScreenConnect file

Windows Once the file finishes downloading, you must extract the contents of the Zip file and run the main file.

  1. In your Downloads folder, double-click on ScreenConnect.WindowsClient.zip

This reveals the contents of the Zip file.

  1. Extract all the files in ScreenConnect.WindowsClient.zip

Extract all files by double-clicking on the ScreenConnect.Client.exe file. When prompted by Windows, click Extract all.

Select a location to extract the files. In most cases, users can click through this prompt by just clicking Extract.


Run ScreenConnect.Client.exe

Windows opens a new explorer window in the location where the files were extracted. Double-click on ScreenConnect.Client.exe to connect to your session.

Your connection has been established