Remote Support Troubleshooting

Learn how to overcome common issues when using Remote Support

Updated on November 2nd, 2023

Apple Mac users - Black screen

Some Mac users may experience an ongoing black screen when connected with ScreenConnect.

 

Close ScreenConnect

Start by closing ScreenConnect on your Mac:

Step 1

Select the AroFlo ScreenConnect icon in the system tray.

 

 
 

Step 2

From the menu bar, select ScreenConnect Client > Quit AroFlo Remote Support Client.

 

 
 

 

Remove ScreenConnect files

Delete the files downloaded for AroFlo Remote Support Client & ConnectWiseControl:

Step 1

Files will typically be in the Downloads folder. Navigate to Go > Downloads (Option+Command+L).

 

 
 

Step 2

Delete the following files with Control Click > 'Move to Trash'. Alternatively, drag the files to the Trash.

There may be more than one instance of the file(s) in the folder. Delete all instances of the file(s).

 
  • AroFlo Remote Support Client (Application file)
  • ConnectWiseControl.Client (Zip archive file)
 
 

 

Reconnect to remote support

When you call our Customer Service team, you will be provided with a code to join a remote support session.

 

  1. Log in to AroFlo Office and click the (Help) icon in the top-right corner.
  2. Select Remote Support.
  3. Enter the code provided by our support team.
  4. Click (arrow icon) to join the session.

    If you do not have a code, click Start a new session

     
  5. This will initiate ConnectWiseControl to download again.

 

If you see the following error, click Cancel and the download will continue.

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  1. Once the file has downloaded, open the ConnectWiseControl.Client.zip file

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  1. Run the Remote Support Client file.

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You should now be able to connect to a remote session successfully.