Jump to:

• Join a remote support session
• Share your screen with your support agent
• Allow your support agent to control your pointer and keyboard
• Communicate with your support agent using the chat feature
• End your remote support session

Join a remote support session

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.
   
   
   
   
3. Depending on your device settings, you may be prompted to cancel or allow downloads from a website. Click Allow.
   
   
   
   
4. Locate the downloaded file. Unless you changed your default download location, this will be located in Finder under Downloads. Once located, double-click the Open to Start Support Session file to run the app.
   
   
   
   
5. Depending on your system's security preferences, you may be prompted with the following. Click Open.
   
   
   
   
6. Click Allow.
   
   
   
   
7. Click Full Terms & Conditions.
   
   
   
   
8. Review the terms. If you agree to the terms, click ACCEPT.
   
   

Share your screen with your support agent

1. Click Allow.
   
   
   
   
2. Next to "Automatically share new windows", check the box. Click Select All, then click Close.
   
   NOTE: The support agent will not be able to view your screen and/or applications until you click "Close".
   
   
   
   
3. You can modify the applications viewable by the agent at any time by clicking MODIFY SHARING.
   
   NOTE: Your support agent will never be able to access any part of your computer without your knowledge. Each time a different component is requested, you will be notified by a prompt.
   
   

Allow your support agent to control your pointer and keyboard

1. Your support agent may request access to control your pointer and keyboard, causing your Mac to prompt you to make changes to your accessibility settings. Click Open System Settings.
   
   
   
   
2. Next to "Remote Support Customer Client", make sure the switch is slid to the "on" position (to the right).
   
   

Communicate with your support agent using the chat feature

1. The chat window will display a log of all interactions between you and your support agent.
   
   
   
   
2. To chat with your support agent, type your message into the text box at the bottom of the window. When satisfied with your message, click Send.
   
   

End your remote support session

1. When you are ready to end your remote support session, close the chat window by clicking the red circle in the top left-hand corner of the window.
   
   
2. Click Yes to confirm.
   
   

Outcome

You have completed your remote support session. Click OK to close the confirmation message.