Remote IT Support for Home and Business
Download Our Remote Support Tool & Get Expert IT Help Fast
Experiencing computer problems, slow performance, software errors, or technical issues?
Download our secure remote support application to allow our IT specialists to remotely access your device, identify the problem, and provide professional assistance in real time.
Enjoy fast, reliable remote IT support from the comfort of your home or office.
3,900+ remote support sessions completed · Helping Australians since 2010
Choose Your Device
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SUPPORT OPTIONS
By clicking the button below, a download named ScreenConnect.ClientSetup.msi will be saved to your Windows downloads directory. By locating and running this program, your system will ask to accept changes, and then we can get to work.
Installing on an Apple Mac is slightly different; we direct you to our remote gateway, which then requires us to provide you with a code.
Once you are provided with this code, the system will automatically download an application for your Apple Mac.
The “Download for Android” button below will redirect you to the Google Play Store. Please click the install button on that page to get started.
Similarly, the button below redirects you to the Apple App Store and directly to the application that needs to be downloaded and installed. At this point, you will require your password to install apps on your iOS device.
Remote Support Session Help
Need help connecting to your technician? The answers below cover joining a session, permissions, ending the session and removing the app afterwards. Want to know what we can fix and what it costs? See our Remote IT Support page.
How do I join a remote support session?
Choose your device in the Choose Your Device section above. On Windows, the remote support app downloads straight away. On a Mac, you will be taken to our secure gateway at buzzageek.screenconnect.com, where you enter the code your technician gives you. On Android, iPhone and iPad, you install the app from the Google Play Store or Apple App Store. Please stay on the phone with your technician while you connect so they can guide you through each step.
What do I need before the session starts?
You will need your computer or device switched on and connected to the internet, and your phone nearby so you can talk to your technician. On Windows and Mac, have your computer login password handy, as you may need it to allow the remote support app to install. On iPhone and iPad, you may need your Apple ID password or Face ID to download the app from the App Store.
Can I use a work computer?
Usually, yes. Installing the remote support app may need administrator rights, which many work computers restrict. If your computer is managed by your employer or an IT department, check with them first that you are allowed to install remote support software. If you can’t install it, let your technician know and we can talk about other options.
Will it work on a slow connection or mobile data?
Yes. Remote support works on most broadband, NBN, 4G and 5G connections, including a hotspot from your phone. A very slow or unstable connection may make the session lag, but your technician can usually still work on the problem. If your computer can’t get online at all, call us and we will help you get connected first.
The download didn’t start, or I can’t find the file. What should I do?
On Windows, check your Downloads folder for a file called ScreenConnect.ClientSetup.msi, then double-click it to run it. Some browsers show the download at the top or bottom of the window and may ask you to Keep or Allow it. Only allow the download if it came from buzzageek.screenconnect.com or this page. If it still won’t download, let your technician know and they will send you a direct link.
Windows asks “Do you want to allow this app to make changes to your device?”
Click Yes. This message is a standard Windows security check, and it lets the remote support app install. If Windows asks for an administrator password, enter the password you use to sign in to your computer. If you don’t have administrator access, ask the owner of the computer or your IT department to approve it.
My Mac says I need to allow Screen Recording and Accessibility. What do I do?
Your Mac needs both permissions so your technician can see your screen and control the mouse and keyboard. Open System Settings → Privacy & Security, then:
- Click Screen Recording (called Screen & System Audio Recording on newer versions of macOS) and turn on the ScreenConnect client.
- Go back, click Accessibility, and turn on the ScreenConnect client.
- When your Mac asks, choose Quit & Reopen. You may need to enter your Mac login password to make these changes.
If you only allow Screen Recording, your technician can see your screen but can’t control it.
It says “Waiting for your host”. What now?
That means you have joined the session successfully and are waiting for your technician to connect from their side. There is nothing else you need to do. Stay on the line and your technician will join shortly. If nothing happens after a minute or two, let your technician know so they can resend the session.
Do I need to stay at my computer during the session?
Please stay with us at the start so you can approve the connection and explain the problem. After that you can watch everything your technician does on screen, ask questions as we go, or step away for longer jobs if you prefer. We will let you know when the work is finished so you can check everything is working before we disconnect.
Will you see my personal files or information?
Because your technician is working on your screen, they may see some personal information during a session, such as file names, emails, open documents or browser tabs. We only open the settings, programs and files needed to fix your problem, and if we need to work with something personal, such as recovering photos or moving documents to a new computer, we will explain what we are doing and ask first.
Anything we see is kept confidential: we don’t copy, keep or share your personal information, and we handle it in line with our Privacy Policy. Before the session starts, it’s a good idea to close any emails, documents or websites you would rather we didn’t see. You can watch everything we do and end the session at any time.
How do I end the session?
You can end the session at any time. Close the ScreenConnect window, or use the ScreenConnect icon near the clock on Windows or in the menu bar on a Mac and choose to end or leave the session. Your technician is disconnected straight away. Your technician will also end the session when the work is finished.
Can you access my computer after the session ends?
No. A standard support session only works while you are connected and have given permission. You can see when a session is active and end it at any time by closing the app. Once the session ends, your technician cannot reconnect unless you start a new session with us. Ongoing access for maintenance is only set up if you specifically ask for it.
How do I make sure ScreenConnect is uninstalled?
You can remove the remote support app yourself once your session is finished:
- Windows: open Settings → Apps → Installed apps, find ScreenConnect Client (…), then click the three dots and choose Uninstall.
- Mac: open your Applications folder and drag the ScreenConnect or ConnectWise Control client to the Bin, then empty the Bin.
- Android, iPhone or iPad: delete the app as you would any other app.
If you prefer, ask your technician to remove it for you before they disconnect.
Is the remote support app safe to install?
Yes. Our remote support app is ConnectWise ScreenConnect, a professional remote support tool used by IT companies around the world, and every session is encrypted. Your technician can only connect after you approve the session, and you can see everything they do on your screen. Only download the app from this page or from buzzageek.screenconnect.com, and never from a link sent by someone you didn’t contact yourself.
How can I tell a genuine technician from a scammer?
Only give remote access to someone you have contacted yourself, using a phone number or website you know is genuine. Buzz A Geek will never cold-call you about a problem with your computer, and Telstra, NBN Co and Microsoft will not either. A genuine technician will never ask for your banking passwords or payment in gift cards. If you think you have given a scammer access, disconnect from the internet, call your bank and report it to Scamwatch, then contact us to check and clean your computer. Before you enter a session code, check that the web address in your browser is exactly buzzageek.screenconnect.com.
