Starting a remote session through Bomgar

Summary

This article provides directions on how to start a remote session through Bomgar ("Remote Support Customer Client") with an LSA TS technician for computer support.

Environment

Windows and macOS

Directions

Windows

  1. Open a web browser like Google Chrome.
  2. Go to help.lsa.umich.edu; this will bring you to the LSA Support Portal.
  3. Click on the representative that has been assisting you.
  4. The webpage will prompt you to "Open Jump Client?", click this.
    • You should only have to download the installer if this prompt doesn't appear for you. If that is the case, you will Click "click here" to download and run the Remote Support Customer Client installer. This doesn't require Administrator rights.
  5. Your computer will begin talking with the LSA TS technician's computer as represented by two computers with the dots blinking between.
  6. Once connected, the LSA TS technician on their end will accept the session.
  7. A box will box up asking if you give permission to the LSA TS technician to access your computer. Click "Allow."
  8. The remote session is now started. The LSA TS technician has full control of your mouse and keyboard. Only one person at a time can use the mouse or keyboard.
  9. The LSA TS technician will provide the technical support requested. At the end of the session, the LSA TS technician will typically disconnect from your computer on their own.
  10. If you wish to end the session at anytime, click the Red Square with the White X on the main Remote Support Customer Client window.
  11. After the session ends, the Remote Support Customer Client will delete itself and the LSA TS technician no longer has any control over your computer.


Instructional Video:

Mac

  1. Open a web browser like Google Chrome.
  2. Go to help.lsa.umich.edu; this will bring you to the LSA Support Portal.
  3. Click on the representative that has been assisting you.
  4. Click "click here" to download the Remote Support Customer Client installer. The default location will be the Downloads folder.
    1. For Chrome: The Remote Support Customer Client installer may download as a .zip file. You will need to double click on the .zip file, and then open the extracted application file to start the session.
    2. For Safari: You may encounter a pop-up that says "Safari cannot open page because the address is invalid." If you see this pop-up, select "OK" and then download the Remote Support Customer Client using the "click here" link on the page.
  5. Run the Remote Support Customer Client installer. This doesn't require Administrator rights.
  6. Double-click the icon to start the program.
  7. Click "Open" on the security window.
  8. Your computer will begin talking with the LSA TS technician's computer as represented by two computers with the dots blinking between.
  9. Once connected, the LSA TS technician on their end will accept the session.
  10. A box will box up asking if you give permission to the LSA TS technician to access your computer. Click "Allow."
    1. For first time remote session on Mac, see below for more details.
  11. The remote session is now started. The LSA TS technician has full control of your mouse and keyboard. Only one person at a time can use the mouse or keyboard.
  12. The LSA TS technician will provide the technical support requested. At the end of the session, the LSA TS technician will normally disconnect from your computer on their own.
  13. If you wish to end the session at anytime, click the Red Square with the White X on the main Remote Support Customer Client window.
  14. After the session ends, the Remote Support Customer Client will delete itself and the LSA TS technician no longer has any control over your computer.


Instructional Video:


 

First Time Remote Session on Mac

For first time remote session on a Mac, after Step 10, the following screens will appear:



Please select "Grant Access" to see the following screen:



Then click on the toggle next to "Remote Support Customer Client" which brings up the screen below: 



On the screen above please click "Quit & Reopen" and then the next previous screen should appear with the toggle next to "Remote Support Customer Client" blue for on as seen below:

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