BeyondTrust Remote Support: Firefox

BeyondTrust (Bomgar) is a safe secure and private way to allow support personnel to view and control your computer. Your technician will not be able to view any information you do not want them to see and you will be able to see what they are doing at all times. This guide will assist you in the steps required to start a BeyondTrust (Bomgar) support session with Firefox.

Instructions

  1. Go to remote.umn.edu.
    • You may follow the link provided, or you can type the web address into the web address bar.
    • Make sure you are typing the link into the address bar, and not a search engine:
      Close-up view of the web address bar in a Firefox window with remote.umn.edu types in to it.
  2. Scroll to the bottom of the page and enter the session key provided by your technician.
    • If you are not provided with a session key, you may click the name of your technician on the right side of the page.
    • If you cannot locate the name on the page, refresh the page by pressing the refresh button at the top left corner of the screen or pressing Ctrl + R for Windows (Cmd + R for Mac) on your keyboard.
      Representative and session key boxes on the right side of the remote.umn.edu site
      Once you enter the session key or click the name, a file will download. You will see a window like this: Popup window in FireFox asking whether you would like to save the downloaded file. "Save File" and "Cancel" are the two options.
  3. Click Save File
    • In some cases, Java may block the BeyondTrust (Bomgar) client from downloading. You will get the following error message, and you should click Allow. If you do not get this error message, proceed to Step 5. 
      A small menu will appear at the top asking if remote.umn.edu should run Java. The clickable box "Allow" is circled.
    •  A second dialogue box may pop up:
      A Java menu will appear in the top. Both drop down boxes by Java have allow now selected. The clickable box OK is circled.€‹€‹€‹€‹€‹€‹
    • Select Allow Now from the drop-down menu, and click OK.
  4. Open your Downloads by clicking the icon in the upper right corner. 
    Closeup view of a Firefox window showing the downloaded files. The Downloads icon is circled.
  5. Click on the downloaded BeyondTrust (Bomgar) file. You should see the following window:
    A small display with two computer monitors will appear, indicating connection.
    • Your request for a screen sharing session will appear for your support personnel to accept.
  6. Choose the Allow button in the screen that pops to enable the technician to see your screen
    Bomgar Access Request with the Allow button highlighted
  7. Select the Allow button in the screen that pops to enable the technician to see your screen
    bomgar choose applications menu with al applications selected and the close button highlighted

Note: After the remote support session is ended, the software is automatically removed from your computer. 

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TDX ID

3500