Using ScreenConnect for Remote Support

ScreenConnect, also known as Cal Poly Assist or ConnectWise, is the official remote support tool used by Cal Poly ITS technicians to troubleshoot and resolve issues. This article explains how ScreenConnect works and what you can expect when it is used to support you.

Installation on State-Owned Machines

ScreenConnect is installed on all state-owned computers in accordance with the Cal Poly ITS Responsible Use Policy. This includes individually assigned workstations and shared-use machines such as classroom computers, lab stations, research equipment, servers, and presentation computers.

Data Collection Policies

No user activity is monitored or recorded.
ScreenConnect does not track your documents, browsing, or application usage.

User Consent & Connection Policies

Individually assigned machines: A consent prompt will appear before a technician can begin a session. You must approve the request to allow access.
Shared-use machines (classrooms, labs, servers, presentation computers): Consent is not required.

Without consent (where required), ITS technicians cannot connect to your machine.

What You Will See as a User

ScreenConnect provides clear visual cues when it is installed or in use:
(See Visual Examples below)

Idle (not in use)

A small system tray icon is visible.
You may occasionally see a system tray bubble, message, or informational popup.

Active (during a session)

A consent prompt will always appear before the session begins.
- Your desktop background may be blacked out for privacy (for example, if you have a personalized wallpaper).

Chat Feature

A chat box is available through the system tray icon.

If a technician sees your message, they may reach out, but for immediate help, please contact the ITS Service Desk directly.

Visual Examples

Examples of the ScreenConnect icon in the system tray:

Windows:

Mac: