While some issues can be resolved remotely without having to interact with your computer directly, other issues require access to your computer to resolve. To assist with this remotely, the CAES Dean's Office Computing Resources Unit leverages a campus instance of BeyondTrust (formerly known as Bomgar) to both view your computer screen and perform administrative tasks on your computer.

The instructions below will walk you through the process of starting a remote support session with the Help Desk using BeyondTrust with a Session Key provided by the Help Desk.

How to start a remote support session:

1. Open a browser and go to https://support.ucdavis.edu
2. Enter the Session Key provided by the Dean's Office Help Desk into the box provided and click Submit
3. On the "Would you like to start a support session with..." dialog, click Yes
   • IMPORTANT: If you are not familiar with the name on the dialog box, DO NOT click Yes, and instead click Cancel and notify the Help Desk immediately.
4. The Remote Support agent should download automatically
   • NOTE: If it does not, click the link in the dialog to manually start the download.
5. Unzip and run the file that was downloaded, which should be named "Open to Start Support Session"
6. If you are prompted to confirm you intended to run the downloaded file, click Open
7. You should see a loading dialog
   • NOTE: The loading dialog resembles two computer monitors with an orange dot going back and forth between them.
8. Within the Remote Support Customer Client application, click Full Terms & Conditions
9. Review the Terms & Condition and click Accept
10. The Remote Support Customer Client application should now indicate you are chatting with the Help Desk.
    • To end a chat-only Remote Support session, close the Remote Support Customer Client application.
11. If the Help Desk requests view and contorl of your computer, click Allow on the Access Request dialog
    • NOTE: This allows the Help Desk to see your screen and control your mouse and keyboard to assist with resolving your issue.
    • To end a Remote Support session, click the Stop Sharing button in the upper-right corner of the Remote Support Customer Client application.
12. If the Help Desk requests elevation of privileges, click Allow on the Access Request dialog
    • NOTE: This allows the Help Desk to enter administrator credentials on your machine to assist with resolving your issue.
    • To end a Remote Support session, click the Stop Sharing button in the upper-right corner of the Remote Support Customer Client application.
13. If prompted, click Yes on the User Account Control dialog
14. Once your issue is resolved, the Help Desk will end the Remote Support session and you will recieve a dialog indicating that your session has ended.
    • NOTE: As indicated in the dialog, once the Remote Support session is ended, your computer can no longer be accessed or controlled using the Remote Support Customer Client application.

Things to know:

1. The Dean's Office Help Desk cannot access your computer remotely using this tool without your consent.