Starting and accepting a Beyond Trust Remote session

The following steps will guide you through the process of setting up and working in a remote session with Information Technology staff using Beyond Trust Remote Support.

There are a couple different ways to being a session and each method is similar. Below are the steps guiding 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 you with a "Session Key". Enter that key into the field available 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 if you would like to receive a remote session from one of the Specialists

    Bomgar 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 any software onto your computer or to assist with more advanced tasks. If so, click on 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 will now open in order to download the Bomgar Remote client. The client will automaticall download 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. For Safari users running macOS, go to your Downloads folder and double-click the downloaded file. You can also click on the small arrow in the upper-right corner of the browser window to show all of your recent downloads and double-click it from there.

      Downloads pop-up showing a file named Double-Click To...rt Support Session, 3.8 MB, with a Clear button.
      1. Security settings may be configured in such a way that macOS users will receive an additional prompt asking them to open and run the file. Click Open
    2. For Internet Explorer users, 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 a Bomgar .exe file.
       
  7. A small connecting window will appear while the Technician connects to your 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 permissions of the technician

    Bomgar Support Customer Client chat window showing secure connection, active chat with Jason Pelletier, 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 Bomgar Support Customer Client by Bomgar Corporation to make changes, with Yes and No buttons.
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