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

  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

  3. Enter your name in the window that pops up next.

  4. When prompted, click Accept when asked if you would like to receive a remote session from one of the Specialists

  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

  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.

    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.

      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.


       
  7. A small connecting window will appear while the Technician connects to your computer


     
  8. Windows users may be asked one additional question in order to elevate the permissions of the technician



    Click Yes when you see the following dialog box presented by Windows

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