Jump to:

• A) Join a remote support session
• B) Share your screen with your support agent
• C) Allow your support agent to control your mouse and keyboard
• D) Talk with your support agent using the chat feature
• E) End your remote support session

Join a remote support session

A1) Browse to the askIT Remote Assistance website at https://live.ithelpcentral.ttu.edu.

A2) Type the session key provided by your support representative. Then, click Submit.

A3) Depending on your device settings you may be prompted to cancel or allow downloads from a website. Click Allow.

A4) Locate the downloaded files. 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.zip file.

A5) macOS will have extracted the zip file. Double-click Open to Start Support Session.app.

A6) Depending on your system's security preferences you may be prompted with the following. Click Open.

A7) Click Full Terms & Conditions.

A8) Review the terms. If you agree to the terms, click ACCEPT.

Share your screen with your support agent

B1) Click Allow.

B2) If you have not previously joined a Remote Support session, your Mac will prompt you to allow screen recording from System Preferences. Click Open System Preferences.

B3) System Preferences will open to the Security & Privacy section. Check the box next to Remote Support Customer Client.

B4) Click Later.

B5) Next, pick the application(s) you would like to share with the support agent. Once you have chosen the application(s) that you wish to share, click Close.

NOTE: The support agent will not be able to view your screen and/or applications until you click "Close".

B6) 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 mouse and keyboard

C1) Your support agent may request access to control your mouse and keyboard. Click Allow.

C2) Your Mac may prompt you to make changes to your accessibility settings in System Preferences. Click Open System Preferences.

C3) Click the padlock icon.

C4) Type a username and password with administrative rights on your Mac. Then, click Unlock.

C5) Check the box next to Remote Support Customer Client. Your support agent will now be able to control your mouse and keyboard.

Talk with your support agent using the chat feature

D1) The chat window will display a log of all interactions between you and your support agent.

D2) 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

E1) 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.

E2) Click Yes to confirm.

OUTCOME

You have completed your remote support session.