Using BeyondTrust for Remote Help

• 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.

  • The client will see "You are now chatting with <name of consultant>".

• 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

Client (Step Two)

• has 30 seconds to click allow shared control...

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:

• the client must first accept the consultant’s request to elevate permissions on their device

• enter nexus\!username or !username@uwaterloo.ca

  • Note: nexus\!username is required if you’ve not signed into the machine previously at any time

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)