Download Bomgar For Mac

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This documentation is to help you understand what you might expect when a support technician helps you using the BeyondTrust screen sharing software. If you are a support technician, this documentation can also help you understand what the end user is seeing. If you are looking for more technical information, please see the KB pages Using BeyondTrust As a Support Technician.

Before Starting

  • The support tech will see the contents of your screen, just as though there were looking over your shoulder. Please close all unnecessary applications, windows and files. This will allow you to see icons we want you to see more easily.
  • To close connection immediately at any point during the session, click on the red X in the chat window.
  • When we work together, you will initially visit the web page:http://remotehelp.mit.edu.
  • Logs are recorded letting us reconstruct the steps and chat if we need them.
  • Your desktop (Mac) or wallpaper (Windows) may turn black for the duration of the support session, but it will be restored to normal once the session is terminated.

Starting the Support Session

Bomgar

Mac support should integrate with you help desk. Bomgar includes remote desktop for Mac, PC, Linux and mobile devices (Android, iPad) in one solution. 2021 Gartner Magic Quadrant names BeyondTrust a PAM Leader for the third time in a row. Look for the bomgar file and open it. This will mount the dmg file and open up another window. Double-click to run the file. Be sure to read any prompts carefully to continue. If you have difficulty opening the file, you will have to 'force' it to open by performing override functions: Control + Click or right-click and open. Login to Bomgar Representative Console and select the Session Key radio button. This will generate a one-time key for the client to input on their end. From the Session Key window, you will be able to set an expiration time on the key, if the client is not currently at their computer. Have client visit: https://remote.uillinois.edu. To be able to download Bomgar for Samsung in your MAC you have to follow the same steps as for PC. You need an Android emulator and currently BlueStacks is the best and most powerful on the market. You need an Android emulator and currently BlueStacks is the best and most powerful on the market. Download bomgar remote controller for free. System Utilities downloads - Bomgar by Bomgar and many more programs are available for instant and free download.

Mac: Safari

  1. Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
  2. Click on the screen name the support technician instructs you to click on.
  3. Newer versions of Safari should have a down arrow in the upper right corner of the Safari windows. Click on this to see recent downloads, and double click on the 'B' in the orange square.

BeyondTrust then opens a connection to your support technician, the technician acknowledges the incoming connection, and you are then prompted to 'Allow' or 'Deny' the consultant access to your computer. Click Allow to start screen sharing.

Bomgar Support Client

Mac: Firefox

  1. Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
  2. Click on the screen name the support technician instructs you to click on.
  3. You will next be prompted by a 'Do you want to run this application?' dialog box. Click on the button marked Run.

BeyondTrust then opens a connection to your support technician, the technician acknowledges the incoming connection, and you are then prompted to 'Allow' or 'Deny' the consultant access to your computer. Click Allow to start screen sharing.

Mac: Chrome

  1. Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
  2. Click on the screen name the support technician instructs you to click on.
  3. A file will download to your computer. The file should be visible as a download in the lower left corner of your browser window. Click on it once to run it.

BeyondTrust then opens a connection to your support technician, the technician acknowledges the incoming connection, and you are then prompted to 'Allow' or 'Deny' the consultant access to your computer. Click Allow to start screen sharing.

Windows: Internet Explorer 10

  1. Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
  2. Click on the screen name the support technician instructs you to click on.
  3. You will next be prompted by Windows with an 'Application Run - Security Warning' dialog box. Click on the button marked Run.

BeyondTrust then opens a connection to your support technician, the technician acknowledges the incoming connection, and you are then prompted to 'Allow' or 'Deny' the consultant access to your computer. Click Allow to start screen sharing.

Windows: Firefox

  1. Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
  2. Click on the screen name the support technician instructs you to click on.
  3. A file will download to your computer. You can find this file by either a) clicking on the green down arrow to the right of the search bar, b) going to Tools > Downloads, or c) pressing Ctrl+J. The file will have a long name that begins 'bomgar-scc,' and ends in a random string, followed by .exe. Double-click on this file.
  4. Firefox will ask if you're sure you want to run the file. Click OK. Windows will ask you if you want to run this file. Click Run.

BeyondTrust then opens a connection to your support technician, the technician acknowledges the incoming connection, and you are then prompted to 'Allow' or 'Deny' the consultant access to your computer. Click Allow to start screen sharing.

Windows: Chrome

  1. Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
  2. Click on the screen name the support technician instructs you to click on.
  3. A file will download to your computer. The file should be visible as a download in the lower left corner of your browser window. Click on it once to run it.
  4. You will next be prompted by Windows with an 'Application Run - Security Warning' dialog box. Click on the button marked Run.

BeyondTrust then opens a connection to your support technician, the technician acknowledges the incoming connection, and you are then prompted to 'Allow' or 'Deny' the consultant access to your computer. Click Allow to start screen sharing.

Ending the Support Session

When the session is over, either the representative or the client can press the red 'X' to stop screen sharing. BeyondTrust will disconnect. You will see a message that BeyondTrust is cleaning itself up.

Note: Currently, the BeyondTrust server sends you to a small survey web page after the BeyondTrust session closes. It is possible that the survey web page will launch a web browser that the you don't normally use.

The technician will either send an email to start a remote session or have you navigate to https://remote.help.ucla.edu. The process will have you download a small file and execute it to initiate the remote session.

If you have difficulty finding the file, please navigate to your downloads folder:

Look for the bomgar file and open it.

This will mount the dmg file and open up another window.

Double-click to run the file. Be sure to read any prompts carefully to continue.

If you have difficulty opening the file, you will have to 'force' it to open by performing override functions: Control + Click or right-click and open. The details are documented here by Bruin Online in regards to the new MacOS security features:
https://help.bol.ucla.edu/kb_view.do?sysparm_article=KB0010984

Ucla Bomgar

Once successful, you will have to accept and agree to all licensing terms and conditions:

You can expand and click on 'Full Terms & Conditions' if you want to read through it:

Bomgar mac security and privacy

Once accepted, you can communicate with the technician on the other end immediately with the chat window.

Download Bomgar For Mac

The technician may request control of your computer and view your screen:

As stated before, MacOS security features may block this request. The details and instructions to allow software are documented here by Bruin Online:
https://help.bol.ucla.edu/kb_view.do?sysparm_article=KB0010984.

Allow Bomgar On Mac

You will have to navigate to your System Preferences to allow the app:

Click the padlock to make the changes: