BeyondTrust Remote Support: Getting Started Guide

Overview

BeyondTrust Remote Support (Bomgar) provides fast, all-inclusive remote support for IT and support professionals. Learn more about purchasing a BeyondTrust Remote Support License.

BeyondTrust Representative Console

Logging in and Installing the Representative Console

  1. Go to https://connect.utk.edu/login
  2. Select Authenticate Using SAML Credentials
  3. Sign in with your UT Microsoft account
  4. To download and install the new Rep Console, go to Consoles & Downloads.

Notes

  • If you are already signed in to Microsoft 365, you may be authenticated automatically.
  • If you use a departmental NetID, use a different browser or an incognito/private window. You can also go to https://m365.cloud.microsoft/, select your profile in the lower-left corner, and choose sign in with a different account.

Display Names in the BeyondTrust Client

  • BeyondTrust does not support changing your display name with SAML authentication. All agents will have their first name and last initial as their display name. 
  • You will have a new agent number assigned. (The number that appears beside your name on the customer portal.)
  • The technician group membership and corresponding permissions must be repopulated
  • Historical reporting and session data will remain on the on-premises system and will not carry forward

Tips

  • Security: BeyondTrust doesn’t leave a backdoor for us to log in.
  • You can invite another agent to join your session or transfer your session to another person.
  • You can transfer files, run command shell, access the registry, and get system information from the console tabs.
  • You will also see a running Chat on the right of the console. This will let you know if you are waiting for the user to do something (i.e., allow or refuse you access)

Recommended Settings

Automatically Request Screen Sharing

After logging into the BeyondTrust application, go to Representative Console > Preferences (Mac) or File > Settings (Win). Select Automatic Behavior and check Automatically request screen sharing. 

Note: If you need to share your screen with another person, you'll need to disable "Automatically request screen sharing" to see the option when starting a session.

Getting the End-User Connected

There are several ways to connect your users—the first two can be accessed at https://connect.utk.edu. 

  1. Customers can click on your name from the https://connect.utk.edu website. They will be prompted to Run or Save a file to get started, depending on which browser they are using.
  2. You can also issue the customer a session key. 
    1. To issue a session key, choose Start from the console menu and select Generated Session Key. Session keys time out, so users won’t be able to use them indefinitely. 
    2. Provide the user with the session key to enter https://connect.utk.edu.
  3. Email a Link to the customer. Choose Start from the console menu and select Email. The customer will click on the link in the email to start the connection. 

Starting a Session:

  1. BeyondTrust will prompt you when a new session starts. Double-click on the session to connect.
  2. Click the green play button to start screen sharing if you have not set it to automatically request screen sharing as instructed above.
  3. The customer will be prompted to “Allow” or “Refuse” the connection.
  4. Once you start screen sharing, your action icons will no longer be grayed out. Any icon that is still grayed out may require elevated permissions.

Session Features (From Left to Right):
Session Features toolbar displaying available options from left to right.

  • Stop Screen Sharing
  • Disable Your Control of the Customer’s Mouse
  • Annotations
  • Power/Reboot Options
  • Control+Alt+Delete (Windows only)
  • Special Actions (Control Panel, Task Manager, Start Menu, Show Desktop, Run, Windows Explorer, Internet Explorer)
  • Screen Shot 
  • Multiple Displays
  • Scaled/Actual Size
  • Quality
  • Agent Console Full Screen

Additional Features (From Left to Right):
Additional Session Features toolbar displaying available options from left to right.

  • Elevate Customer Client Privileges
  • Transfer to another Agent
  • Invite another Agent
  • Remove Customer or Rep
  • Deploy BeyondTrust Button 
  • Pin as Jump Client
  • End session

Admin Access
Admin Access Icon to elevate privileges.

For a user with limited access to their computer, a banner will appear at the top. If they know their admin credentials, you can request elevated permissions, which allow installing/uninstalling programs, among other features. 

You will be prompted to choose how you wish to gather credentials. You can prompt the customer for their credentials, or enter the credentials of a specific user (e.g., if you have admin on the domain). The customer will click the shield icon in the taskbar, then choose Allow the program to make changes to the computer. 

You will see a pop-up window to prompt the Customer for elevation.
Pop-up window indicating to select Prompt Customer and click OK.

  • Your Mac end-users will be prompted to enter their macOS credentials.
  • Your Windows end users will see the shield icon flashing on the taskbar. 
    Shield icon indicated in taskbar for Windows end-users.

 

Share your Screen with an End-User

Note: For the Share My Screen option to appear, the option Automatically request screen sharing must be disabled.

  1. Start a session with the end-user.
  2. On the Screen Sharing window, select Share My Screen.
  3. Select the applications/screens that the end-user should see on the checklist to the right.
  4. Select the "Present Your Screen to the Customer" button in the top left.
  5. To allow the end-user to type and move the mouse, select the "Allow Control" button in the top left.
  6. To end the sharing session, select the "Present Your Screen to the Customer" button again.

Features in Share Your Screen

Features in Share your Screen from Left to Right.

From Left to Right:

  • Present Your Screen to the Customer - shares your screen.
  • Allow Control - allows control of the mouse and keyboard
  • Select Display - If you have multiple displays, choose which one to show to the customer.
  • Select Quality - Options include Color Quality Optimized, Best Performance (default), and Lossless.
Print Article