BeyondTrust (formerly Bomgar) can be used to connect to another computer and utilize screen sharing to remotely troubleshoot computer problems.
The BeyondTrust software must be installed on the consultants machine. See the BeyondTrust/Bomgar Overview (PDF).
Steps for Consultant | Steps for Client |
---|
Log in Generate a session key.
| Connect via https://remotehelp.uwaterloo.ca. Enter the session key and click submit. At the prompt to start a support session, click yes. In Internet Explorer (IE) you may be given a security warning - click run, and click run again. In Firefox click save file, and save it to your desktop - and run the .exe file. If running a security or firewall application you may need to set it to allow the BeyondTrust connection.
Will then see "Remote Help - University of Waterloo... Your support rep will be with you shortly..."
|
Consultant (Step Two) Click the accept button. Click request screen sharing. If the client is using Mac OS Catalina, they will need to perform the additional steps found in the article BeyondTrust support on Catalina (Mac OS)
| Client (Step Two) The session can be terminated by either party by clicking on the big red X. The client will see "Thank you for using BeyondTrust at the University of Waterloo!". |
When elevating permissions is required: | When approving elevated permissions to their computer: if not already connected, connect to VPN approve the request for elevated permissions (same place initial request to connect was allowed)
|
Additional Resources from BeyondTrust
...
Filter by label (Content by label) |
---|
showLabels | false |
---|
max | 5 |
---|
spaces | ISTKB |
---|
sort | modified |
---|
showSpace | false |
---|
reverse | true |
---|
type | page |
---|
cql | label in ( "ist" , "knowledge" , "base" , "remote" , "bomgar" , "beyondtrust" , "help" ) and type = "page" and space = "ISTKB" |
---|
labels | virtual meetings teams |
---|
|
Tip |
---|
Article feedbackIf you’d like to share any feedback about this article, please let us know. |