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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 |
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Logs in Generates a session key.
| Connects via https://remotehelp.uwaterloo.ca. Enters the session key and clicks submit. Is prompted to start a support session and clicks yes. In Internet Explorer (IE) they may be given a security warning - they should now click run, and click run again. In Firefox they should click save file, and save it to their desktop - they must now run the exe file. If they are running a security or firewall application they may need to set it to allow the BeyondTrust connection.
Will see "Remote Help - University of Waterloo... Your support rep will be with you shortly..."
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Consultant (Step Two) Clicks the accept button. Clicks 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
| 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)
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Additional Resources from BeyondTrust
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