How To Initiate A Remote Support Session

A link to "Remote Support" can be found in the navigation bar at the top of the portal. This can be used to request an on-the-spot screensharing session with our technicians through the BeyondTrust software. Doing so will automatically create a ticket in our system, so there is no need to file an additional ticket.

What Is BeyondTrust?

BeyondTrust is an application that technicians can use to directly connect to and control your computer. Technicians see exactly what’s on your screen, can move the mouse and type, and can run different troubleshooting steps without coming to your office.  

Note: If you hear a technician make reference to "Bomgar" they are referring to BeyondTrust; Bomgar was an older name of the software.

How does it work?

When you have an issue, you can initiate a support session through BeyondTrust. Once a technician connects, they will have the ability to control your computer. A chat window will appear so you can communicate even if you’re not using the phone. Once the session ends, the technician no longer has access to your computer. 

How do I start a session?

Clicking on the link at the top of the portal will bring you to our BeyondTrust page. Only initiate a session if you are currently available for troubleshooting. If you are not available and would like to request a remote session for a later date or time, please submit a ticket instead.

To request a session, find the "Issue submission" box at the bottom of the page. 

  1. Select the category that best describes your issue.
  2. Enter your @kean.edu e-mail in the "Requestor ID" box
  3. Select Submit

If you have already been communicating with a technician, they may have sent you a Session Key. 

  1. In the middle of the page, there will be a space to enter this key.
  2. Do not fill out the fields at the bottom of the page.
  3. Click the "submit" button next to your session key.

Once you submit in either case, you will be brought to a mostly-blank page with instructions to install BeyondTrust. It will include these instructions:

You are about to start a support session with the General team.

  1. Click Keep in the lower left corner of this window if you are prompted to Keep or Discard. If not, skip this step.
  2. Click on the file you downloaded in the lower left corner of this window. If you don't see a downloaded file, click here.
  3. Click Run if you are asked if you want to run this software.

You may close this window at any time after your session has started.

A temporary BeyondTrust application will be installed on your computer. From there, please wait for the next available technician to respond. If you were sent a session key, you will be placed in a session with that technician. 

Once the session begins, a chat window will open for you to speak with the technician. They will then send a request for permission to view your computer. Click "Yes" to begin screensharing.

Note to Mac Users

By default, Mac computers' privacy settings will block BeyondTrust from viewing your screen. Please follow these steps to enable it:

  1. Open your System Preferences and click Security & Privacy (or find it through the Spotlight Searchbar)
  2. Go to the Privacy settings
  3. Click the small lock on the bottom left corner of the window to make changes.
  4. Click on Screen Recording
  5. Click on the plus (+) button and add "Representative Bomgar"
  6. Repeat these steps for the Full Desk and Accessibility permissions.

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