How to: Join an askIT remote assistance session on your iPhone


Instructions

  1. Install the BeyondTrust Support app from the App Store.

  2. Open the BeyondTrust Remote Support app.

    iPhone home screen displaying various app icons, including 'Remote Support' highlighted in red

  3. If prompted to allow notifications, tap Allow.

    Remote Support app screen showing a pop-up requesting permission to send notifications, with "Don't Allow" and "Allow" buttons highlighted, and fields for site address and session key visible.

  4. Fill out the following information, and then tap Submit.

    • Site Address: live.ithelpcentral.ttu.edu
    • Session Key: the session key provided by your support representative

    Remote Support app screen with the site address entered as live.ithelpcentral.ttu.edu and session key 123456, and a red arrow pointing to the "Submit" button, indicating the next step in the connection process.

  5. Tap Full Terms & Conditions.

    Remote Support chat session screen showing a secure connection message, chat instructions, and a highlighted "Full Terms & Conditions" link indicating agreement; bottom navigation has Chat, Camera, Photos, and Files options.

  6. Read through the terms and conditions. If you agree to the terms, tap ACCEPT.

    Remote Support waiver agreement dialog pop-up, displaying detailed terms of use text with "ACCEPT" and "DO NOT ACCEPT" buttons highlighted at the bottom for user action.

  7. Your support agent may request to view and control your screen during your askIT remote support session. Tap Allow.

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

    Remote Support app chat screen displaying a prompt that a representative is requesting to view your screen, with "Allow" and "Refuse" buttons highlighted for granting or denying access.

  8. In the top left of the screen, tap the "screen recording" icon.

    Remote Support chat screen with the screen recording icon highlighted in the top left, indicating where to tap to start screen sharing; chat messages and input box for messaging a support representative are also visible.

  9. Tap Start Broadcast.

    Screen Broadcast menu displaying BeyondTrust Support as the selected app and the "Start Broadcast" button highlighted; background notes that all screen content and notifications will be recorded.

  10. When you no longer want to share your screen, tap the "screen recording" icon in the top left of the screen.

    Remote Support chat session screen with the screen recording icon highlighted in the top left, indicating where to tap to stop screen sharing; chat messages and input box for messaging a support representative are also visible.

  11. Tap Stop Broadcast.

    Screen Broadcast menu displaying BeyondTrust Support as the selected app and the "Stop Broadcast" button highlighted; background notes that all screen content and notifications will be recorded.

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

    Chat interface for Remote Support displaying conversation history, a text input field with "Hello" typed, and the 'Send' button highlighted; keyboard visible for entering messages.

  13. When you are ready to end your remote assistance session, tap the "X" icon in the top left of the screen. Then, tap Yes.

    Remote Support chat session with confirmation dialog asking, "Are you sure you want to end the support session?" and the "Yes" button highlighted for ending the session.

Outcome

You successfully completed your askIT remote assistance session.