---
title: "Using ScreenConnect for Remote Support"
canonical: "https://tech.calpoly.edu/space/CPKB/2940665857/Using%20ScreenConnect%20for%20Remote%20Support"
format: markdown
---
ScreenConnect, also known as Cal Poly Assist or ConnectWise, is the official remote support tool used by Cal Poly ITS technicians to troubleshoot and resolve issues. This article explains how ScreenConnect works and what you can expect when it is used to support you.

## **Installation on State-Owned Machines**

ScreenConnect is installed on all state-owned computers in accordance with the Cal Poly ITS Responsible Use Policy. This includes individually assigned workstations and shared-use machines such as classroom computers, lab stations, research equipment, servers, and presentation computers.

## **Data Collection Policies**

- No user activity is monitored or recorded.
- ScreenConnect does not track your documents, browsing, or application usage.

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> ITS technicians only access information necessary for support and troubleshooting.

## **User Consent & Connection Policies**

- Individually assigned machines: A consent prompt will appear before a technician can begin a session. You must approve the request to allow access.
- Shared-use machines (classrooms, labs, servers, presentation computers): Consent is not required.

Without consent (where required), ITS technicians cannot connect to your machine.

## **What You Will See as a User**

ScreenConnect provides clear visual cues when it is installed or in use:  
<span style="color: #0747a6">*(See Visual Examples below)*</span>

**Idle (not in use)**

- A small system tray icon is visible.
- You may occasionally see a system tray bubble, message, or informational popup.

**Active (during a session)**

- A consent prompt will always appear before the session begins.
  - Your desktop background may be blacked out for privacy (for example, if you have a personalized wallpaper).

## **Chat Feature**

A chat box is available through the system tray icon. 

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> **Please note: This chat is not actively monitored.**

- If a technician sees your message, they may reach out, but for immediate help, please contact the [ITS Service Desk](https://calpoly.atlassian.net/wiki/x/DQAyNg) directly.

## **Visual Examples**

Examples of the ScreenConnect icon in the system tray:

**Windows:** 

![image-20250912-221948.png](media://84666c32-9049-4ae1-aaf3-37dc8c9cc0e4)

Mac:

![image-20250912-222015.png](media://e9db3c1e-38b7-453a-b2a9-30ef34de4297)

![image-20250912-222022.png](media://698399bd-13be-4e07-9511-2078be998729)


## **Quick Reference FAQ**

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> **A:** No. ITS technicians can only view your screen if you have accepted a connection request. ScreenConnect does not monitor your daily work or collect personal activity data.
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> **A:** You will see clear on-screen notifications, including a consent popup before the session starts, and a visible system tray icon when ScreenConnect is running.
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> **A:** Yes. You always have the option to decline a connection request. Without your consent, the technician cannot connect.
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> **A:** To protect your privacy, ScreenConnect will black out personalized backgrounds during an active session.
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> **A:** The chat feature is not actively monitored. If you need immediate assistance, please contact the [ITS Service Desk](https://calpoly.atlassian.net/wiki/x/DQAyNg) directly.
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> **A:** Yes, ScreenConnect may be installed on state-owned machines per approved Cal Poly ITS [Responsible Use Policy](https://security.calpoly.edu/content/policies/RUP/TOC).