Starting a remote session through Bomgar

Tags how-to

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

Objective

Begin a remote session on your computer for technical support.

Environment

WIndows and Mac OS X

Procedure

When talking with an LSA TS technician over a Service Desk call or through email, they might ask to start up a remote session so they can look at your computer to diagnose and resolve your computer problems.

 Note
Remote sessions are only available if you consulted with the LSA TS technician ahead of time. Please contact the LSA TS IT Service Desk at 734.615.0100 or lsait@umich.edu to submit a ticket.

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. Click "Save" to download the Bomgar installer. Remember where you downloaded it to.
  5. Run the Bomgar installer. This doesn't require Administrator rights.
  6. Your computer will begin talking with the LSA TS technician's computer as represented by two computers with the dots blinking between.
  7. Once connected, the LSA TS technician on their end will accept the session.
  8. A box will box up asking if you give permission to the LSA TS technician to access your computer. Click "Allow."
  9. The remote session is now started. The LSA TS technician has full control of your mouse and keyboard. They're able to use your computer just like they were in front of it. Only one person at a time can use the mouse or keyboard.
  10. 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.
  11. If you wish to end the session at anytime, click the Red Square with the White X on the main Bomgar window.
  12. After the session ends, Bomgar 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 "Save" to download the Bomgar installer. The default location will be the Downloads folder.
  5. Run the Bomgar 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."
  11. The remote session is now started. The LSA TS technician has full control of your mouse and keyboard. They're able to use your computer just like they were in front of it. 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 Bomgar window.
  14. After the session ends, Bomgar will delete itself and the LSA TS technician no longer has any control over your computer.


Instructional Video:

Details

Article ID: 1684
Created
Wed 5/27/20 9:58 AM
Modified
Mon 8/31/20 9:22 AM