Bomgar

Links

IST's Remote Help Page will have links to submit session keys, view documentation, and to download the Bomgar Representative Console.

Setup and Use

Setup

Download and install client

  1. Go to https://remotehelp.uwaterloo.ca/
    • I suggest you also bookmark the page as a reminder of where to send clients when you want to start a session (top portion of page.)
  2. Click on the link "Login for Authorized users" (https://remotehelp.uwaterloo.ca/login)
  3. Enter your WatIAM username and pasword.
  4. Choose the platform (Windows x86, Windows x64, Max OSX, Linux x86, Linux x64) you want to install the Bomgar software onto, and then click on the "Download" button.
  5. Follow the instructions on the page and from there...
    • Download and "Open" the console software.
    • Follow the installation wizard to install the software.
    • When the installation is complete, a tray icon will appear in your computer's system tray and a login prompt will appear on your screen. If the login prompt does not appear, right click on the system tray icon and select "Login".
    • Enter your Username and Password to log in.

Usage

Bomgar can be used to connect to another computer and utilize screen sharing to remotely troubleshoot computer problems. The Bomgar software must be installed on the consultant's machine.

Consultant:

  • logs in
  • generates a session key.
Client:
  • connects via remotehelp.uwaterloo.ca
  • enters the session key and clicks submit
  • is prompted to start a support session and clicks yes
  • in IE they may be given a security warning - they should now click run, and click run again
  • in Firefox they should click save file, and save it to their desktop - they must now run the exe file
  • if they are running a Security or Firewall application they may need to set it to allow the Bomgar connection
  • will see "Remote Help - University of Waterloo... Your support rep will be with you shortly..."
Consultant:
  • clicks the accept button
  • the client will see "You are now chatting with "
  • clicks request screen sharing.
Client has 30 seconds to click allow shared control...

The session can be terminated by either party by clicking on the big red X.

The client will see "Thank you for using Bomgar at the University of Waterloo!"

Topic revision: r1 - 2013-11-11 - CscfHelp
 
This site is powered by the TWiki collaboration platform Powered by PerlCopyright © 2008-2019 by the contributing authors. All material on this collaboration platform is the property of the contributing authors.
Ideas, requests, problems regarding TWiki? Send feedback