BeyondTrust (Bomgar): Self-Install the Representative Console

Environment

ITS BeyondTrust (remotesupport.it.umich.edu), Mac, Windows

Issue

How to install the BeyondTrust (Bomgar) Representative Console

Resolution

Windows users

1. If you are off campus verify you are connected to the Cisco Management Tunnel (which should be automatic) or the VPN
2. Open a web browser and go to the URL: https://remotesupport.it.umich.edu/login
3. Log in using your uniqname and UMICH (Level-1) password (and Duo two-factor authentication - you will not see the on-screen Duo prompt)
4. Click the MyAccount tab  
5. In the BeyondTrust (Bomgar) Representative Console section, download the Windows x64 installer by selecting it from the Choose Platform drop-down menu and clicking Download BeyondTrust Representative Console
   1. Save to your choice of location
   2. The Downloads folder is recommended
   3. The downloaded file should have an .EXE and not an .MSI file extension
6. Once the download is complete, run the .EXE installer that was downloaded
7. Select "Only for me (uniqname)" on the User Information screen
8. Select all other defaults
9. Uncheck "Run at Startup"
10. You may be prompted to enter your credentials
11. Please provide your uniqname and password (NOT an elevated privilege account) when prompted
    1. If the password does not appear to work, press the escape key. This will allow the installation to continue
    2. Admin rights are NOT required for installation - if you need admin access to install, please contact your local IT
    3. This will install the Bomgar Rep Client to your %appdata% folder and allow you to update with the next appliance upgrade automatically

If BeyondTrust is not installed using the above directions, additional steps will be required to update the client. If the application is initially installed using Admin Rights, Admin Rights will be required to update. If Bomgar is not installed using "Only for me (uniqname)" at the User Information screen, Admin Rights will be required to update.

Mac users

Managed MiWorkspace Mac computers should request that the representative console software be pushed to your computer and installed via the Managed Software Center.

Personal or non-managed Mac computers:

1. If you are at home verify you are connected to the UM-VPN 
2. Open a web browser and go to the URL: https://remotesupport.it.umich.edu/login
3. Log in using your uniqname and UMICH (Level-1) password (and Duo two-factor authentication - you will not see the on-screen Duo prompt)
4. Click the MyAccount tab  
5. In the BeyondTrust (Bomgar) Representative Console section, download the macOS installer by selecting it from the Choose Platform drop-down menu and clicking Download BeyondTrust Representative Console
   1. Save to your choice of location
   2. The Downloads folder is recommended
6. Once the download is complete, double-click to run the installer, then move the Representative Console icon into the Applications folder
7. In the Applications folder, find the file Representative Console - remotesupport.it.umich.edu and double-click to run it
8. Click OPEN if prompted "Are you sure you want to open it?"
9. Enter your credentials and respond to Duo (you will not see the on-screen Duo prompt) to verify you are able to run the software and log in

MacOS BeyondTrust Representative Console may not correctly update after a BeyondTrust upgrade.  If this happens, you may need to uninstall (move the file to the trash, then empty the trash) and install a new version.

Additional Information

Need additional information or assistance? Contact the ITS Service Center.