How to Join a BeyondTrust (Bomgar) Remote Support Session

Applies to: Users who need remote support.

Before You Begin: You should have a support session link or 7-digit session code with instructions from IT before starting. Make sure you are connected to the internet and, if possible, save any open work before the session begins.

• Windows
  • Join a Session with a Provided Link
  • Join a Session with a Provided Session Key
  • What to Expect
• MacOS
  • Join a Session with a Provided Link
  • Join a Session with a Provided Session Key
  • What to Expect
  • Common Issues
  • Security Notes

Windows

Join a Session with a Provided Link

1. Open the support link provided by IT
2. If prompted, allow the support page to open in your browser
3. A download will initiate
4. Click on the downloaded file to launch the remote support client
   • 
5. Agree to the End User Agreement
   • 
6. Choose Allow or Start Session when prompted

Once connected, an IT support staff will join the session and begin troubleshooting.

Join a Session with a Provided Session Key

1. Navigate to remote.uillinois.edu
2. Enter the 7-digit provided Session Key
   • 
3. A download will initiate
   • If you do not see a downloaded file, follow the on screen instructions
   • 
4. Click on the downloaded file to launch the remote support client
5. Choose Allow or Start Session when prompted
6. The remote support client will automatically connect you with the technician

Once connected, an IT support staff will join the session and begin troubleshooting.

What to Expect

During the session, the IT support staff may ask for permission to:

• View your screen
  • When prompted, select Allow
• Elevate administrative privileges
  • When prompted, select Allow
• Control your mouse and keyboard
• Restart your computer
• You may also be asked to remain available in case additional approval is needed

You can end the session at any time by closing the support window or selecting the option to end the connection.

MacOS

Join a Session with a Provided Link

1. Open the support link provided by IT
2. If prompted, allow the support page to open in your browser
3. A download will initiate, if prompted allow website to download files
   • 
4. Double-click on the downloaded .zip file to unzip the file
   • 
5.  Allow Archive Utility to unzip the downloaded file
   • 
6. Double-click the unzipped file to launch the remote support client
   • 
   • You may be prompted about the origin of the application, click Open
   • 
7. Once opened, Agree to the End User Agreement
   • 
8. The remote support client will automatically connect you with the technician

Once connected, an IT support staff will join the session and begin troubleshooting.

Join a Session with a Provided Session Key

1. Navigate to remote.uillinois.edu
2. Enter the 7-digit provided Session Key
   • 
3. A download will initiate
   • If prompted allow website to download files
   • If you do not see a downloaded file, follow the on screen instructions
   • 
4. Double-click on the downloaded .zip file to unzip the file
   • 
5.  Allow Archive Utility to unzip the downloaded file
   • 
6. Double-click the unzipped file to launch the remote support client
   • 
   • You may be prompted about the origin of the application, click Open
   • 
7. Once opened, Agree to the End User Agreement
   • 
8. The remote support client will automatically connect you with the technician

Once connected, an IT support staff will join the session and begin troubleshooting.

What to Expect

During the session, the IT support staff may ask for permission to:

• View your screen
  • When prompted, select Allow
• Elevate administrative privileges
  • When prompted, select Yes
  • 
  • When prompted, enter the password to your Mac (not your @illinois.edu password)
  • 
• Control your mouse and keyboard
• Restart your computer
• You may also be asked to remain available in case additional approval is needed

You can end the session at any time by closing the support window or selecting the option to end the connection.

Common Issues

If the session does not open, try the following:

• Check that you are using a supported browser
  • Mac: Safari, Chrome, Firefox
  • Windows: Edge, Chrome, Firefox
• Exit the session and try the link again
• Confirm that you entered the correct session code
• Restart your computer and rejoin the session

If you still cannot connect, contact the IT Support team and let them know the session would not launch.

Security Notes

A remote support session is only active when you start or approve it. Do not share your session link or code with anyone other than the support team.