Install the Agent

If your administrator has not installed the Agent on your computer, you can install it yourself. To install the Agent, download its installation package from the Downloads page of the Connected web application, and then run it to start the Agent's installation wizard. This wizard steps you through the install process. After the installation completes and you sign in to the Agent, it automatically starts to process files on your computer.

Before you begin

Ensure that your computer meets all Agent requirements.

To install the Agent

1. In the upper-right corner of the web application, click your name, and then click Downloads.

2. On the Downloads page, select the Agent specific to your computer's operating system, click the Download selected agent, and then save the Agent installation package to a temporary folder.

   If multiple Agents are available and you are not sure which one to choose, contact your Connected administrator.

3. To start the installation process, browse to the location where you saved the file, and then double-click it.

   The Connected Setup Wizard opens.

4. Follow the steps in the wizard.

   The exact steps depend on the type of computer that you are using:

   • Windows-based computer

     To install the Agent on a Windows-based computer

     1. On the Welcome page of the wizard, click Next.
     2. Read the end-user license agreement. If you accept it, select the check box, and then click Next. Otherwise, to stop the installation and exit the wizard, click Cancel .

     3. On the Destination page, do one of the following:

        • To install the Agent in its default location, click Next.
        • To install the Agent in a custom location, click Change, specify the new location, and then click Next.

     4. Finish any activity that uses Windows Explorer, such as copying files, and then click Next.

        NOTE: The installation process must restart Windows Explorer. To ensure that this process does not cancel any Windows Explorer activity that you have in process, such as copying or downloading files, be sure to finish that activity before you click Next.

     5. Click Install.

     6. (Optional) To start the Agent manually after installation, click to clear the Launch Connected check box.

        By default, the Agent starts automatically.

     7. Click Finish.

     8. If prompted, restart the computer to complete the installation.

        If the installation process cannot completely install or configure a component in use by another application, it prompts you to restart the computer. After restart, the installation process automatically completes.

   • macOS-based computer

     IMPORTANT: macOS 10.15 (Catalina) introduced data protection measures on folders that contain your documents and other personal files in your user profile. As a result, the first time the Agent attempts to access a file in each of these folders, macOS prompts whether to allow access.

     The first of these prompts occurs during Agent installation or upgrade to macOS Catalina when the installer package tries to create a shortcut on your desktop. Additional prompts occur during the Agent’s initial scan whenever it attempts to access one of the protected folders for the first time. For the Agent to back up files, you must allow access. After granting access to a specific folder, you are not prompted again for that location unless you manually revoke access through the macOS Security & Privacy settings.

     For more information about this macOS security-related data protection feature, see https://www.apple.com/macos/catalina/features/.

     To install on a macOS-based computer

     1. The installer prompts for permission to check whether the new software can be installed. To allow the check, click Continue. Otherwise, to stop the installation, click Cancel .
     2. On the Introduction page of the wizard, click Continue.
     3. Read the end-user license agreement, and then click Continue.
     4. To accept the agreement, click Agree. Otherwise, to stop the installation and exit the wizard, click Disagree.
     5. To install the Agent in its default location, click Install.
     6. In the password prompt that appears, enter your macOS user account password, and then click Install Software.
     7. When the installation process completes, click Close.

   If the installation fails, see the FAQ The Agent install or upgrade process failed, what should I do? for troubleshooting tips.

5. If your company uses certificate-based authentication and you are installing the Agent for the first time, install the authentication certificate provided by your company. See how.

   To install the certificate, copy it to the computer, double-click it, and then enter the certificate password when prompted. Next, import the certificate as follows:

   • Windows:

     1. Open Internet Properties, and then on the Content tab, click Certificates.
     2. On the Certificate page, import the certificate.

   • macOS:

     1. Open Keychain Access Manager, and then click File > Import Items.
     2. Browse to the certificate, and then open it.
     3. In the Add Certificates dialog box, select the System keychain, and then click Add.

     4. Enter your computer password to authorize the import, and then click Modify Keychain.

After successful installation, the Agent typically starts automatically. However, if during a Windows-based installation you cleared the wizard's Launch Connected check box, you must manually start the Agent.

When the Agent starts for the first time, it prompts for a Connected email address. Enter your email address. Then, depending how your administrator has configured the application, it might also prompt for your Connected credentials or to select the appropriate authentication certificate.

After it signs you in, the Agent displays the Device Setup Wizard page and prompts for how to configure the computer. Select either As a replacement or reimage of my existing computer (also applies if simply reinstalling the Agent) or As a secondary or additional computer. Then, click Finish.