How to join remote support
If a Software Connection agent asks you to join remote support, there are multiple ways to join. Below will provide info.
**IMPORTANT! You should never join a remote connection that you don't know. Software Connection agents may ask you to join remote support via phone, email or live chat. If you are ever unsure, please call 888-486-4343, option #2 and speak to an agent. Software Connection is unable to remote into computers automatically and the sessions MUST be initiated by you, the client. You have a right to terminate the session at any time by closing the remote support application.
If you are on the kennelconnection.com website, click the remote support tab on the right side of the page and follow the prompts to download and run the application.
If you are on help.softwareconnectionLLC.com, you may click the join remote support button and follow the prompts to download and run the application.
Once the file is downloaded it, open it and wait for the session code to pop up, then give that to your support representative.
**NOTE** If it gets stuck on the Loading wheel, there may be a small window with an OK button behind it. Click that OK button and it should proceed to populating the session ID.
Related Articles
KENNEL CONNECTION SUPPORT AGREEMENT
SOFTWARE CONNECTION SUPPORT AGREEMENT Support is available per the guidelines below. Talk live to one of our technical support representatives by dialing (888) 486-4343 and following the prompts to technical support for your product. If you prefer to ...Contacting Kennel Connection Support
Contacting Kennel Connection Support There are a few ways to contact Kennel Connection Support. Phone Support: 888-486-4343 option 2. If you have urgent issues that need attention that same day, please use phone support. We have a live person ...Error "the remote computer you are trying to connect to cannot be reached because it has reached the maximum number of remote connections allowed" when trying to open/use Kennel Connection on a workstation
This means the server/main computer isn't taking anymore incoming connections via the network. You will need a local technician to assist. We only support Kennel Connection, not network issues.Enabling RDP/RDS mode (Remote desktop)
Enabling RDP/RDS mode (Remote desktop) If you're setting up Kennel Connection on an RDS server to run remotely, you'll need to allow the KC software to be opened multiple times on that one host machine. Please do the following: After installing KC ...How to renew your Kennel Connection support plan
How to renew your Kennel Connection support plan If your support plan has expired and you're looking to renew, please do so by clicking here: Renew your Kennel Connection Product Support Plan
After-Hours Emergency Support
For use ONLY outside of business hours. (Mon-Fri, 8am to 7pm ET).
To avoid any delay, be sure to search this knowledgebase for your issue prior to submitting a ticket. Most answers can be found here.
If you're issue does NOT consist of one of the following, please email support@kennelconnection.com with your issue to create a ticket and someone will get back to you on the next business day.
- Kennel Connection Desktop - Will not open on any machine including server.
- KC-Cloud - Cannot login/spinning and you've verified you have Internet.
- KC Online Reservations - Clients are getting an error upon login or cannot book ANY reservations.
- Hello-Groom - Cannot login/spinning and you've verified you have Internet.
- Credit Card Processing - Cannot take payments at all from any method.
- PawLoyalty - Cannot login/spinning or extreme latency and you've verified you have Internet.
*Utilizing the emergency support for non-emergencies will not receive a call back.
*Users without a valid subscription will not receive a call back and will need to speak with a sales representative on the next business day.