How to: Join an askIT remote assistance session on Android


Instructions

  1. Download and install "BeyondTrust Support" from the Google Play Store.

  2. Open the BeyondTrust Support app.

    Phone screen with the BeyondTrust Support app icon highlighted

  3. In the "Site Name" field, type live.ithelpcentral.ttu.edu. For the "Session Key", type the session key provided by your support representative. Then, tap SUBMIT.

    App screen with fields for “Site Name” and “Session Key,” and the “Submit” button highlighted

  4. Tap Allow or Don't allow to choose whether you would like to give the app access to your contacts.

    Explanation of permissions

    The app uses this permission in an effort to find the device user's name when the support session is presented to a representative. Previous versions of the app used the phone number, but that is not as user-friendly or as personal. Given that the user name could be stored in multiple locations, the app first attempts to locate it in the "You" contact; if unsuccessful it looks for a Google account on the device. If finding the user's name is not possible, the app will look at the SIM card and attempt to gather some generic information about the device (this happens only when dealing with non-consumer devices).


    “Allow Support to access your contacts?” pop-up screen with options “Allow” and “Don’t allow"

  5. Tap Allow or Don't allow to choose whether you would like the app to present you with notifications when not using the app.

    “Allow Support to send you notifications?” pop-up screen with “Allow” and “Don’t allow” buttons

  6. Tap Allow or Don't allow to choose whether you would like to grant access to this app to manage phone calls.

    Explanation of permissions

    The app, upon the representative requesting it, will gather some system information including the phone state and transfer the data to the representative console so that the representative can better access the issue of the customer.


    “Allow Support to make and manage phone calls?” pop-up screen with “Allow” and “Don’t allow” options

  7. Tap Share screen.

    “Share your screen with Support?” pop-up screen with the “Share screen” button highlighted

  8. Tap ACCESSIBILITY SETTINGS.

    App displaying a message requesting to enable Accessibility Service with the “Accessibility Settings” button highlighted

  9. Under Downloaded apps, tap Support.

    The “Support” option under Downloaded apps is highlighted

  10. Next to "Use support", slide the switch to the "on" position (to the right).

    Support screen with the “Use Support” toggle highlighted

  11. To permit the app to share your screen, tap Allow.

    NOTE: This does not mean that the a representative can access your screen without your knowledge. This only gives the app the ability to share your screen if you so choose. You will still need to allow screen sharing for each session.

    “Allow Support to have full control of your device?” pop-up window with the “Allow” button highlighted

  12. In the top left-hand corner, tap the back arrow.

    Accessibility screen with the back arrow in the top left corner highlighted

  13. Please wait while your support representative joins the session.

    Support window with the “Please wait for a representative to join the session" message

Outcome

You are connected to your askIT remote assistance session. You may end the session at any time.

The support representative may trigger additional alerts to ask you for permissions to share your screen or access device information.

Pop-up message box requesting permission to view and control the device with the “Allow” option highlighted

To chat with your support representative, type a message and tap SEND.

Active session window with the chat log and “SEND” button highlighted