BeyondTrust for End-users (formerly Bomgar)

This documentation is to help you understand what you might expect when a support technician helps you using the BeyondTrust screen sharing software. If you are a support technician, this documentation can also help you understand what the end user is seeing. If you are looking for more technical information, please see the KB pages Using BeyondTrust As a Support Technician.

Before Starting

• The support tech will see the contents of your screen, just as though there were looking over your shoulder. Please close all unnecessary applications, windows and files. This will allow you to see icons we want you to see more easily.
• To close connection immediately at any point during the session, click on the red X in the chat window.
• When we work together, you will initially visit the web page:http://remotehelp.mit.edu.
• Logs are recorded letting us reconstruct the steps and chat if we need them.
• Your desktop (Mac) or wallpaper (Windows) may turn black for the duration of the support session, but it will be restored to normal once the session is terminated.

Starting the Support Session

Mac: Safari

1. Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
2. Click on the screen name the support technician instructs you to click on.
3. Newer versions of Safari should have a down arrow in the upper right corner of the Safari windows. Click on this to see recent downloads, and double click on the "B" in the orange square.

BeyondTrust then opens a connection to your support technician, the technician acknowledges the incoming connection, and you are then prompted to "Allow" or "Deny" the consultant access to your computer. Click Allow to start screen sharing.

Mac: Firefox

1. Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
2. Click on the screen name the support technician instructs you to click on.
3. You will next be prompted by a "Do you want to run this application?" dialog box. Click on the button marked Run.

BeyondTrust then opens a connection to your support technician, the technician acknowledges the incoming connection, and you are then prompted to "Allow" or "Deny" the consultant access to your computer. Click Allow to start screen sharing.

Mac: Chrome

1. Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
2. Click on the screen name the support technician instructs you to click on.
3. A file will download to your computer. The file should be visible as a download in the lower left corner of your browser window. Click on it once to run it.

BeyondTrust then opens a connection to your support technician, the technician acknowledges the incoming connection, and you are then prompted to "Allow" or "Deny" the consultant access to your computer. Click Allow to start screen sharing.

Windows: Internet Explorer 10

1. Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
2. Click on the screen name the support technician instructs you to click on.
3. You will next be prompted by Windows with an "Application Run - Security Warning" dialog box. Click on the button marked Run.

BeyondTrust then opens a connection to your support technician, the technician acknowledges the incoming connection, and you are then prompted to "Allow" or "Deny" the consultant access to your computer. Click Allow to start screen sharing.

Windows: Firefox

1. Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
2. Click on the screen name the support technician instructs you to click on.
3. A file will download to your computer. You can find this file by either a) clicking on the green down arrow to the right of the search bar, b) going to Tools > Downloads, or c) pressing Ctrl+J. The file will have a long name that begins "bomgar-scc," and ends in a random string, followed by .exe. Double-click on this file.
4. Firefox will ask if you're sure you want to run the file. Click OK. Windows will ask you if you want to run this file. Click Run.

BeyondTrust then opens a connection to your support technician, the technician acknowledges the incoming connection, and you are then prompted to "Allow" or "Deny" the consultant access to your computer. Click Allow to start screen sharing.

Windows: Chrome

1. Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
2. Click on the screen name the support technician instructs you to click on.
3. A file will download to your computer. The file should be visible as a download in the lower left corner of your browser window. Click on it once to run it.
4. You will next be prompted by Windows with an "Application Run - Security Warning" dialog box. Click on the button marked Run.

BeyondTrust then opens a connection to your support technician, the technician acknowledges the incoming connection, and you are then prompted to "Allow" or "Deny" the consultant access to your computer. Click Allow to start screen sharing.

Ending the Support Session

When the session is over, either the representative or the client can press the red "X" to stop screen sharing. BeyondTrust will disconnect. You will see a message that BeyondTrust is cleaning itself up.

Note: Currently, the BeyondTrust server sends you to a small survey web page after the BeyondTrust session closes. It is possible that the survey web page will launch a web browser that the you don't normally use.