Start a BeyondTrust (Bomgar) Remote Support Session as a Customer

Environment

ITS BeyondTrust (Bomgar)

Issue

How to start a remote support session with the ITS BeyondTrust remote support tool.

Resolution

The specific instructions for each customer will differ based on OS (Windows, MacOS), OS Version (newer, older), and which browser (Chrome, Firefox, Safari, Edge) is being used.  The following are general guidelines for how you start the customer client on a device. 
Please ask your tech support representative for assistance if you have questions or issues starting the session.
  1. You will be directed to visit the website https://remotesupport.it.umich.edu
    1. On this website you can click on your tech support representative’s name, or enter a session key provided by your tech support representative
    2. For email and chat, it is possible your tech support representative will provide you with a link you can click to start a support session
  2. You will be prompted to download a file (the customer client)
    1. Windows customers will see a file called “Bomgar” with a series of letters and numbers
    2. Mac customers will see a file called “Open to Start Support Session”
    3. The client program is automatically uninstalled after the session ends
  3. You will need to run (install) the file
    1. Where the file is located depends on your computer or browser settings, but it is most often in the Downloads folder
  4. After the file is installed, it will prompt you to agree to the terms:
    1. You will see a window that asks you to read the terms, then click “I have read and agreed”, then click Ok/Done
    2. If you click “I do not agree” the customer client is uninstalled
    3. On some computers, the file you downloaded will be automatically deleted after the session ends

Can someone access my computer without my consent?

  • No.  The downloaded file (customer client) will ask you to read and agree to the terms before starting the remote session
  • You are able to end that session at any time
  • Once that session is ended, the representative is removed from your computer, and cannot access it again until you again agree to the terms  
    • No other representative can use that session after it is ended

Additional Information

For MiWorkspace Windows and Mac computers: your device has a pre-installed client called a “jump client” that will allow the tech support representative to connect. You will see the "Information and Technology Services" chat window appear before being prompted to grant access to your computer. This chat window does not provide the tech support representative access to your computer. The jump client does not allow the tech support representative access to your device until you click Allow.

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

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