Connectwise Remote Working End User Guide

Connectwise End User Guide
10.210.213.13/32 , 10.210.213.14/32 ,10.210.213.18/32 , 10.210.213.19/32
,10.212.213.13/32, 10.212.213.14/32, 10.212.213.18/32, 10.212.213.19/32

COVID -19 Connectwise Remote Working End User Guide

Version 1.1 27th March 2020
Prepared by: Matt Bateman, Specialist,
Global Hotel & Owner Solutions (GHOS), EMEAA.

Contains Restricted Information.

©2019 IHG. All rights reserved.
Proprietary and confidential – further reproduction or distribution is prohibited.

Contents

1 Introduction.................................................................................................................... 3
2 Requirements and limitations ........................................................................................ 3
3 Request Process and logging in .................................................................................... 3

3.1 Setting up your Hotel Computer .............................................................................. 5
3.2 Accessing a Hotel Computer ................................................................................... 5

Version Control

Version Description Date Updated By
1.0 Document Initiated. Matt Bateman
27th March
2020

This document and the information contained therein are restricted and remain the property of IHG plc. The
document may not be reproduced, or the contents transmitted to any third party without the express consent
of IHG plc.

In the absence of any specific provision, this document has consultative status only. It does not constitute a
contract between IHG plc. and any other party. Furthermore, IHG plc. does not accept liability for the contents
of the document, although it has used reasonable endeavours to ensure accuracy and correct understanding.

The processes within this document are based on proven best practices and focus on maintaining the quality
of deployment, improving responsiveness and satisfying customers. Each hotel is unique and should expect
that things can differ from the general approach represented here. This guide is in no way intended to be a
site-specific or an all-inclusive document. This manual contains proprietary and confidential information and
may not be reproduced or distributed without prior written consent.

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Proprietary and confidential – further reproduction or distribution is prohibited.

1 Introduction

Global Hotel Owner Solutions have been working to provide users in hotels access
to their desktops remotely from a non IHG device during the COVID-19 Pandemic.
This document serves to provide the process around getting access using
Connectwise for users unable to work in the hotel.

2 Requirements and limitations

For users to have remote access to their hotel computer the following should be
observed.

• You should have a personal computer at home and internet access to login to
the Connectwise Web Console at https://ihgbrans.screenconnect.com/Login

• You will require administration rights on your home PC to install an executable
file.

• You are accessing your computer over the internet. The performance will not
be the same as being sat at your computer.

• You will need your IT Manager to have requested Connectwise access on
your behalf and installed an agent on your Hotel PC.

3 Request Process and logging in

Your Local IT Manager will have raised a request on your behalf to give you remote access
to your Hotel Computer and you will receive an email notification from your IT Manager with
Username and initial password details once this is done.

Once you have this information open a web browser (Chrome, Internet Explorer) and go to:

https://ihgbrans.screenconnect.com/Login

Enter the provided username and Initial Password. You will be prompted to change
password, complex password requirements are stated on screen.

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Proprietary and confidential – further reproduction or distribution is prohibited.

Once you have succesfully changed your password, An email will get sent to your email
address from [email protected] with a one-time passcode as below.
Check your Junk/Spam folder of you do not receive it.

Enter your one-time Passcode as below:

Once logged in you will see the accessible computers for your hotel, to identify your machine
click on a machine and look at the Notes pane on the right to see which machine has been
tagged as your PC.

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Proprietary and confidential – further reproduction or distribution is prohibited.

3.1 Setting up your Hotel Computer

Your IT manager will need to push the required software to your hotel computer and ensure
is not shut down otherwise Connectwise will not work, and you will not be able to access the
computer remotely.

3.2 Accessing a Hotel Computer

Once you have located your allocated machine select it and click on join as highlighted
below.

When this message appears click on ‘Open ScreenConnect Client’(you will need
administrator Priviledges on your home PC to run this)

You should now see your Work Desktop open in a new browser window.

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To login click on the symbol highlighted below and select ‘Send Ctrl-Alt-Del’.

You can then Login to your Hotel Windows Machine with your normal Credentials.
To maximise, minimise your session use the symbols in the top right of the Pane as below.

Please be aware that same rules apply to working on your home PC and also on the
Connectwise Hotel Desktop you are connected to, as if you were in the Office.

You must lock both screens if you leave the system unattended or are away from your
desk, please also ensure you Sign out of the Connectwise hotel desktop by when you have
finished. (Do not press Shutdown)

If you have any issues logging in or using Connectwise, please contact your IT manager.

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Proprietary and confidential – further reproduction or distribution is prohibited.