Remote Support for MasseyMedia Clients
Before You Begin
- Please call us at (936) 225-4705 before starting a remote support session.
- We must be on a phone call with you before connecting to your computer.
- Never share your ScreenConnect session code with anyone who contacts you unsolicited.
How to Connect
Click on Windows or Mac OS depending on the OS you use. Install the application once downloaded and we will be able to connect.
Works on Windows and Mac — your technician will guide you through any prompts.
Your Security Is Our Priority
Remote support is safe when done correctly. Here's how we protect you every step of the way.
We Never Call You Uninvited
We will never call you out of the blue to offer remote support. If someone does, hang up immediately — it's a scam. We only connect when you call us first.
You're Always in Control
You can see everything we do on your screen in real time. You can disconnect any time by simply closing ScreenConnect — no phone call or permission needed.
No Passwords Shared
We never ask for your passwords, credit card numbers, or any personal information during a support session. If someone claiming to be us does ask — hang up.
Session Ends When You Close It
Once you close ScreenConnect, the connection is gone completely. We cannot reconnect without a new session ID from you. Your computer stays private between calls.
Other Ways to Get Support
Remote support isn't the only option. Reach out however works best for you.
Email Support
Describe your issue and attach any screenshots. We'll respond within 1 business day with next steps.
Phone Support
Mon–Fri 8am–5pm CST. Leave a voicemail after hours and we'll call you back the next business day.
Common Questions About Remote Support
Haven't done this before? That's okay. Here are answers to the questions we hear most.
Is remote support safe?
Yes. ScreenConnect uses bank-grade TLS 1.2 encryption for all connections — the same standard used by financial institutions. More importantly, you can see every action we take on your screen in real time and disconnect instantly by closing the app. We also only ever connect when you initiate the call and share your ID with us.
Do I need to install anything?
No permanent installation is required. ScreenConnect can run as a portable app — just download it, open it, and share your 9-digit ID with us. Nothing gets permanently installed on your computer unless you choose to do so. When the session is over, you can delete the downloaded file if you'd like.
How much does remote support cost?
Remote support for issues related to work we performed for you is typically included as part of our service relationship. For support requests outside the scope of our original work, we'll have a quick conversation about any applicable fees before we begin — no surprises. We'll always tell you upfront.
What if I cannot figure out how to download ScreenConnect?
No problem at all — that's exactly what we're here for. Just call us at (936) 225-4705 and we'll walk you through every step of the download process over the phone. You don't need to be tech-savvy; we'll guide you patiently from start to finish.