Our support team may need to connect to your server or workstation to help troubleshoot an issue or when providing support services such as implementation or server migration assistance.


In these situations, our support will send you a link to a ScreenConnect session that will allow them to temporarily connect to the computer they need to access.


Steps to connect to a remote support session


IMPORTANT: If you've connected to a remote support session with Informant in the past, please note that the process to connect has changed due to recent changes made to the third-party software our team uses for remote support. Please review and follow the updated steps below to ensure you can connect to your remote support session without issues.


Follow these steps to connect to your remote session:


  1. Make sure you are on the computer that the support technician needs to connect to, or that you can remotely access that computer through Remote Desktop.
  2. The support technician will email you a link to start the support session. Open this email and click the link provided in the email (the link starts with https://informantsupport.com). The link will open in your browser.
  3. Your browser will automatically download a ZIP file named ScreenConnect.WindowsClient.zip:

  4. Click ScreenConnect.WindowsClient.zip to open the ZIP file. You'll see a few files in the ZIP file. Double-click the file named ScreenConnect.Client.exe:

  5. In the message that appears, click Extract all:

  6. You'll be asked to pick a destination for the file. It will default to your Downloads folder. Click Extract:

  7. Another window will open with the extracted files. In this new window, double-click ScreenConnect.Client.exe:



  8. If you are asked to allow this app to make changes, click Yes.
  9. You'll see a notification on your screen (usually in the bottom right) when you're connected to the support session.
  10. At this point, the support technician will let you know when they are connected and will take temporary control of the computer.
  11. After the support session ends, the support technician will disconnect from the computer, and you'll receive a notification on your screen once they've disconnected. At this point, they will no longer have control of the computer.