Mac support should integrate with you help desk. Bomgar includes remote desktop for Mac, PC, Linux and mobile devices (Android, iPad) in one solution. 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, Free Download by Bomgar Corporation. Remotely control anything on your Mac with your iPhone, iPod Touch, Apple Remote or Wii Remote. . Bomgar iOS Rep Console is now the BeyondTrust iOS Rep Console. iOS 13 now supported. New chat message notification sound. Site hostname can now be provided and optionally locked through MDM configuration profiles.
Bomgar is a remote support solution that allows support technicians to remotely connect to a customer's computer. Using the Bomgar Representative Console, technology support professionals can access and control systems and devices remotely on various platforms. This connection is encrypted to protect your data.
Note:
- The remote support tool is used by Adobe Customer Support representatives while assisting customers who contact us using Adobe chat or phone support channel.
- You should close your personal files and save your work before intiating screen sharing.
- There would be a small add-in that gets downloaded and when the session is over, this add-in would be removed from the machine automatically.
- You may choose to end the session at any time by clicking on the 'STOP SHARING' button.
Steps to Initiate Bomgar Screen Sharing on Windows & Mac
- Click the link shared by the support represenatative via email and download the Bomgar.exe file. Alternatively you can also go to the Adobe Remote Support portal page ( https://screen.share.adobe.com/ ). In the 'Session Key' box, enter the session key (seven digit number) provided by the Adobe Customer Support representative, and click the 'Submit' button.
- Click Run in the box that appears at the bottom of browser window or Press Ctrl+J to view downloads.
3. Review the Customer Agreement and in case you agree, select “I have read and agreed to the terms above” and click ok to proceed. On the next dialog box that pops up, click “Allow” to have the session recorded or click “Refuse” in case you prefer not to record the session.
4. Your support representative can now view your screen. Next, you would be shown as ‘Access Request’ prompt where you will be prompted to allow or refuse full access to your system so that the support representative can perform troubleshooting steps that require administrative rights.
Please click “Allow” to provide full access to your computer or “Refuse” to deny.
5. The support representative can now view and control your system. In order to share any screenshot, file or logs you can use the attachment icon as hown below and end the session by clicking on the 'Stop Sharing' button.
![Bomgar mac client Bomgar mac client](/uploads/1/1/8/9/118919906/755294384.jpg)
- Click the link shared by the support represenatative via email and download the Bomgar.dmg file. Alternatively you can also go to the Adobe Remote Support portal page ( https://screen.share.adobe.com/ ). In the 'Session Key' box, enter the session key (seven digit number) provided by the Adobe Customer Support representative and click the 'Submit' button.
- Run the downloaded setup file or Press Ctrl+J to view downloads. If you are unable to locate the downloads folder on your Mac you can refer to this link https://support.apple.com/en-in/guide/safari/sfri40598/mac
3. Review the Customer Agreement and in case you agree, select “I have read and agreed to the terms above” and click ok to proceed.
4. Next, you would be shown as ‘Access Request’ prompt where you will be prompted to allow or refuse full access to your system so that the support representative can perform troubleshooting steps that require Administrative rights. Please click “Allow” to provide full access to your computer or “Refuse” to deny
- After clicking on allow open System Preferences and if you don't get the prompt click on the Apple icon and open System Preferences.
- Go to System Preferences and choose Security & Privacy - check the option Remote Support Customer Client under Accessibility.
- You now needs to click Quit Now on the prompt. Bomgar then reinitiates the session.Note:If the session doesn't reinitiates by automatically you should log out from system and log back back in.Also your support agent can provide you another link to reinitiate a new session(keeping the current session on hold)
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
Bomgar Application Download
- 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
Mac: Safari
- Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
- Click on the screen name the support technician instructs you to click on.
- 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 Bomgar](/uploads/1/1/8/9/118919906/192229753.jpg)
Mac: Firefox
- Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
- Click on the screen name the support technician instructs you to click on.
- 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
Bomgar Mac Client
- Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
- Click on the screen name the support technician instructs you to click on.
- 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.
Bomgar Download For Mac
Windows: Internet Explorer 10
- Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
- Click on the screen name the support technician instructs you to click on.
- 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
- Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
- Click on the screen name the support technician instructs you to click on.
- 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.
- 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
- Enter this address in your Address Bar to be taken to a list of available consultants http://remotehelp.mit.edu/.
- Click on the screen name the support technician instructs you to click on.
- 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.
- 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.
Bomgar Download App
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.