Receiving Remote Support
To get remote support from a Cloud 9 representative, you'll be directed to a website (directly or via a link in Cloud 9) to enter a code. Your representative will provide a unique code, which you'll input. This will download a file to your computer, and this guide will explain how to run it, allowing your Cloud 9 support to access your system and assist you.
Downloading and Extracting the Client
Once you have entered 4 digit the code and the file has downloaded to your computer, you will see a 'downloads icon' in the upper right of your browser window. Clicking that icon will display the downloaded files, including a file named 'ScreenConnect.WindowsClient.zip'. Click on that file to open it.
NOTE: This screenshot is using Google Chrome. Other browsers will have a similar icon in a similar location. If you are unable to find that icon, you can always use the 'Search' box on your taskbar to search for 'Downloads'. This will direct you to your downloads folder in Windows, where the 'ScreenConnect.WindowsClient.zip' file should be stored.
When you click on that file, a window will open with a few files inside. You will want to double click on the file called 'ScreenConnect.Client.exe'. That will give you a Windows dialog box where you will choose 'Extract All'.
That will take you to a dialog box that will allow you to choose a location to extract the files to. Most of the time, there will already be a location filled out. Take note of that location, or enter you own if you'd like. IMPORTANT: Make sure the box labeled 'Show extracted files when complete' is checked.
Once you click the 'Extract' button and the files are extracted, a new window will open with all of the extracted files in it. From here, simply click on the bottom file called 'ScreenConnect.Client.exe' again and choose the 'Run' option that will install the client and allow your representative to view and/or control your screen.
That's it! You representative can now provide the help you need.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.