How to: Join a remote assistance session using BeyondTrust Remote Support on your Mac


Instructions

Jump to:

Joining 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.

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

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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.

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

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

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A7) Click Full Terms & Conditions.

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

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Sharing your screen with your support agent

B1) Click Allow.

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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.

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

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B4) Click Later.

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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".

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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.

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Allowing your support agent to control your mouse and keyboard

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

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

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C3) Click the padlock icon.

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

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

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Talking 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.

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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.

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Ending 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.

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OUTCOME

You have completed your remote support session.

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