Start and Accept a BeyondTrust Remote Support Session

Questions

  • How do I start a remote support session with Bowdoin IT?
  • Where do I enter the session key for BeyondTrust remote support?
  • How do I accept a remote session from a Bowdoin technician?
  • How do I download and run the BeyondTrust (Bomgar) remote support client?
  • A technician asked me to allow a remote session, so what do I click?
  • How do I let a technician elevate permissions to install software during a remote session?

Environment

This article applies to any Bowdoin student, faculty, or staff member working with an Information Technology Technical Support Specialist who needs to connect to the computer remotely using BeyondTrust Remote Support (formerly Bomgar). The steps below describe connecting while on the phone with a Specialist, on macOS or Windows 11.

Resolution

There are a few ways to begin a session, and each method is similar. The steps below guide you through connecting to a remote session while interacting with a Technical Support Specialist over the phone.

  1. Open a web browser and go to https://remotesupport.bowdoin.edu.
    Support portal web form with fields for session key and issue submission, including issue type, name, company, and description.
  2. The Technical Support Specialist will provide a session key. Enter that key into the field under the heading labeled Session Key and click Submit.
    Support Portal web page showing session key entry, issue submission form with dropdowns and text fields, and disabled submit button.
  3. Enter your name in the window that pops up next.
    Web form asking for a name with a text input labeled Please enter your name and a Submit button.
  4. When prompted, click Accept when asked whether you would like to receive a remote session from one of the Specialists.
    Remote support dialog asks to accept or reject an incoming remote support session, with Accept and Reject options and a Cancel button.
  5. The Specialist may need to elevate their permissions in order to install software on the computer or to assist with more advanced tasks. If so, click Accept when the following window appears.
    Remote support prompt asking to elevate to full support with options to Accept or Decline for screen sharing and file transfer.
  6. A new webpage opens in order to download the remote support client. The client automatically downloads to the browser's default Downloads folder.
    Support Portal page with instructions for starting a remote support session by downloading and opening an application file.
    1. On macOS, go to your Downloads folder and double-click the downloaded file. You can also click the small arrow in the upper-right corner of the browser window to show recent downloads and double-click the file from there. Security settings may cause macOS to show an additional prompt asking you to open and run the file; click Open.
      Downloads pop-up showing a file named Double-Click To Start Support Session, 3.8 MB, with a Clear button.
    2. On Windows, click Run on the dialog that appears at the bottom of the browser window when prompted.
      Support Portal page with instructions to run and click a downloaded file, and a pop-up bar to run, save, or cancel an executable file.
  7. A small connecting window appears while the technician connects to the computer.
    Two computer monitors connected by a series of grey and orange dots, symbolizing data transfer or communication.
  8. Windows users may be asked one additional question in order to elevate the technician's permissions.
    Remote support customer client chat window showing a secure connection, an active chat with a Bowdoin technician, and a request to download the client.
    Click Yes when you see the following dialog box presented by Windows.
    User Account Control prompt asking to allow the remote support customer client to make changes, with Yes and No buttons.

Additional Help

If you need further assistance, you have several options:

  • Bowdoin Bot: Chat with Bowdoin Bot directly from any KB page for instant answers.
  • Phone: Call the Bowdoin College Service Desk at (207) 725-3030.
  • In person: Visit the Tech Hub in Smith Union during business hours.
  • Submit a ticket: Request assistance through the Service Catalog.
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