Access Keys:
Skip to content (Access Key - 0)

Using BeyondTrust Remote Support (formerly Bomgar) 19.1.8

On this page:

Download and install the new client

  1. Navigate to https://remotehelp.mit.edu/login/login and authenticate using SAML Credentials.
  2. Go to "Consoles & Downloads" and click on "Download Representative Console".

Connecting to user machines

Most of BeyondTrust RS 19 looks and behaves much the same as Bomgar 18.x. As in Bomgar 18, sessions are initiated by having the user navigate to remotehelp.mit.edu and download your session

The user then navigates to their download location to run the support session client

If the user receives this prompt, have them select "Open":

The session will launch on the user's end

Accept the session in the representative portal

Initiate Screen Sharing 

-Have the user select "Allow"

Special permissions for Catalina

Catalina requires BeyondTrust RS to ask permission to record the screen. This permission is not required to initiate a remote support session (but may be useful to have if you want to do screen captures). Depending on whether RS has ever been run on the particular device, the OS may request other permissions as well, including the ability to remotely control the screen. If the user misclicks, or you otherwise don't get all the permissions you need from the user to run a full support session, a banner will appear at the top of your representative support client. If you click the banner, it will re-prompt the user for the appropriate feature.

This can also be Manually enabled at the Apple Icon (Upper left corner) > System Preferences > Security & Privacy > Privacy.

  • Select Screen Recording for enabling viewing a Machine's Screen and put a mark by the Remote Support app in the list.
  • Select Accessibility  for enabling mouse control for controlling the Machine's mouse and put a mark by the Remote Support app in the list.
  • If you are unable to edit these fields, click on the padlock icon in the lower left corner of the window. The user will be prompted for the password to log into the machine or fingerprint (if the device has this feature).

IS&T Contributions

Documentation and information provided by IS&T staff members


Last Modified:

January 29, 2024

Get Help

Request help
from the Help Desk
Report a security incident
to the Security Team
Labels:
bomgar bomgar Delete
access access Delete
macos-catalina macos-catalina Delete
catalina catalina Delete
remote remote Delete
control control Delete
mac mac Delete
Enter labels to add to this page:
Please wait 
Looking for a label? Just start typing.
Feedback
This product/service is:
Easy to use
Average
Difficult to use

This article is:
Helpful
Inaccurate
Obsolete
Adaptavist Theme Builder (4.2.3) Powered by Atlassian Confluence 3.5.13, the Enterprise Wiki