Remote Support - Customer Instructions - Windows OS

Instructions for initiating a remote screen share support session, from the customer facing side, using Windows OS

To start a remote assistance screen sharing session:

  • Confirm that you are connected to the VPN portal (via GlobalProtect).

SMPH VPN - Connecting to GlobalProtect from a Windows computer
https://kb.wisc.edu/smph/134090

  • Go to the following web address:

BeyondTrust Remote Support Portal
https://remotehelp.doit.wisc.edu/

  • Once on the SUPPORT PORTAL page, under Representatives click the name of the corresponding support person.

Hover Text for Download Client

This should initate a download of the Remote Support Customer Client.

About to start remote support session

  • Click on the downloaded file to run the client software.

Example: 

"bomgar-scc-s11030iwzw6y5wg1fehdjy68f67y61xzgd5f8zcr0!sc90.exe"

  • When prompted, click the Allow button in the Access Request pop-up window.

Screen Share access request pop up window

  • Sharing, and chat should now be active.

Now Sharing Chat Window

  • To end the session click STOP SHARING (upper right corner).

Keywords:
Bomgar Remote Support BeyondTrust screen share 
Doc ID:
142311
Owned by:
Adrian G. in SMPH
Created:
2024-09-10
Updated:
2024-10-04
Sites:
School of Medicine and Public Health