Once you have been given permission to be a Beyond Trust Remote Representative (you can submit a request for access under "Get Help" from the Service Portal) you can login at remote.rowan.edu/login
Once logged in, you can download the Beyond Trust Remote Representative Console from the Consoles & Downloads tab.
Once installed, you can direct customers to http://remote.rowan.edu to initiate a session, or send them an email link from within the Representative Console.
Open the console to login and click "Start" in the upper left corner. Then select "Email" under the "Email a Link to the Customer" section. This will send the user an email with instructions on beginning a remote session.
Once the customer joins the session they will be prompted to download and run a Beyond Trust Remote session file on their computer. If they do not run it from their browser, they can find the file in their local downloads folder.
For newer versions of macOS, the support technician may not be able to see the customer's desktop properly after the customer runs the Bomgar file. This may be due to a privacy setting that is disabled by default. In order to gain full access to the remote computer, follow these steps:
1. Open System Preferences by clicking the Apple icon in the top-left corner of the screen and selecting System Preferences
2. Click on the Security and Privacy icon
3. On the left-hand menu, scroll down and select "Screen Recording".
4. On the right-hand side of the window, you should now see an entry for Remote Support, with an unchecked checkbox. Check the box.
5. You will be prompted with a message alerting you need to quit the Bomgar application before changes can take place. Choose "Quit Now".
6. Customer can now re-launch the downloaded Bomgar file from their Downloads folder and the support technician should have full control.