How to: Join an askIT remote assistance session on Windows


Instructions

  1. Browse to the askIT remote assistance website at https://live.ithelpcentral.ttu.edu.

  2. Type the session key provided by your support representative. Then, click Submit.

    askIT Remote Assistance screen. The "Session Key" field shows an example key entered, and the "Submit" button is selected.

  3. An .exe file should automatically download. If it does not, click the link labeled "click here".

    askIT Remote Assistance screen with text explaining that a file is downloading, and to click the "click here" link if the file does not download.

  4. Open the file downloaded by your web browser. This is normally located in your default Downloads folder.

    Windows Explorer window showing an example file downloaded from BeyondTrust. The file name begins with "sra-scc-win".

  5. Click Full Terms & Conditions.

    Remote Support Customer Client screen. The "Full Terms & Conditions" link is selected.

  6. Review the terms. If you agree to the terms, click ACCEPT.

    BeyondTrust Customer Waiver screen with the "ACCEPT" button selected

  7. Your support agent may request to view and control your screen during your remote support session. If so, click Allow.

    NOTE: Your support representative will never be able to access any part of your computer without your permission. Each time a remote support component is requested, you will be prompted to confirm or deny this.

    Access Request screen with the "Allow" button selected

  8. Some support representives may not have the ability to view your entire screen but instead only selected applications. If you're prompted about this, choose each application to which you would like to give your support representative access. Then, click Close.

    Choose Applications screen showing example applications with a checkbox marked next to each, and the "Close" button selected

  9. To chat with your support representative, type a message and click Send.

    example screenshot

  10. If you wish to end the session at any time, click the "X" icon in the top right corner.

    Remote Support Customer Client with the 'X' close icon selected.

  11. Click Yes to end the session.

    NOTE: This removes the remote support software from your device, and IT employees are no longer able to access your device.

    Remote Support Customer Client screen asking to end the session, with the "Yes" button selected

Outcome

You have successfully completed your askIT remote assistance session.

Remote Support "Thank you" message stating the session has ended. The "OK" button is selected.