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Bomgar - Remote Support

Bomgar can be used by Technology Services to remotely connect to classroom computers and assist users with troubleshooting. The Bomgar client is already deployed to supported classroom computers.

The user must provide permission before the technician can view or control their computer.

tip

It is recommended that the technician remain on a phone or Teams call with the user while establishing the session. This allows the technician to walk the user through the connection and authorization steps.

Prerequisites​

The Bomgar console must be installed on the technician's computer to start and manage remote support sessions.

If the Bomgar console is not installed, it can be downloaded from the TAMU Bomgar administrative portal:

https://bomgar-app.tamu.edu/login/downloads/console

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Use the Downloads page to download the appropriate Bomgar console for your computer.

Once the console is installed, open Bomgar and sign in with your TAMU credentials before starting a remote support session.

Starting a Remote Support Session​

  1. Open Bomgar and click the Start button in the upper-left corner of the window.

    Bomgar Start Menu

  2. The Start menu will provide four options:

    • Share Session Key
    • Email a Link to a Customer
    • Issues Menu
    • Jump To

  3. For a standard remote support session, select Share Session Key.

  4. Click Generated Session Key.

    Bomgar Generated Session Key

  5. Bomgar will generate a session key in the format XXXX XXX.

important

Copy the session key exactly as displayed, including the space between the two groups of characters.

Sending the Session Key​

The session key and Bomgar URL should be provided to the user through the support ticket or another approved communication method.

The user will need to go to:

https://pvfa-bomgar.tamu.edu/

They will enter the provided session key into the Session Key field and select Submit.

Suggested Ticket Message​

The following message can be used when providing the user with the connection instructions:

Please go to https://pvfa-bomgar.tamu.edu/ and enter the following session key into the Session Key field:

XXXX XXX

Click Submit and follow the instructions provided to download and open the Bomgar support software.

Please remain on the phone/Teams call with me while completing these steps and let me know once the software has been opened.

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Replace XXXX XXX with the session key generated for the support session. The session key should be copied directly from Bomgar to avoid transcription errors.

Accepting the User's Session​

After the user enters the session key and opens the Bomgar support software, the user's name will appear in the technician's session queue.

Bomgar Session Queue

  1. Locate the user's name in the session queue.

  2. Right-click the user's name.

  3. Select Accept Session.

    Bomgar Accept Session

  4. Once the session has been accepted, select Screen Sharing.

    Bomgar Screen Sharing

User Authorization​

After selecting Screen Sharing, the user will receive a notification on their computer requesting permission for the technician to view and control the computer.

The notification will display the technician's name.

Bomgar User Authorization

The user must select Allow before the technician can begin viewing and controlling the computer.

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The authorization prompt can time out relatively quickly. If the user does not select Allow before the prompt expires, the technician may need to send the request again.

Once the user selects Allow, the remote support session will begin.

During the Support Session​

Once connected, the technician can use Bomgar to remotely assist the user with troubleshooting.

The technician should:

  • Explain what they are doing before making significant changes.
  • Avoid accessing personal or unrelated information.
  • Only perform actions necessary to resolve the support request.
  • Document relevant troubleshooting and changes in the ticket.
important

Remote access should only be used for legitimate Technology Services support purposes and with the user's authorization.

If the User Does Not Appear in the Queue​

If the user's name does not appear in the session queue:

  1. Confirm that the user entered the correct session key.
  2. Confirm that the user clicked Submit.
  3. Confirm that the user downloaded and opened the Bomgar support software.
  4. Have the user remain on the Bomgar page while completing the connection process.
  5. If necessary, generate a new session key and have the user try again.

If the User Does Not Receive the Authorization Prompt​

If the user does not receive the prompt to allow the technician to view and control the computer:

  1. Confirm that the user's Bomgar support software is open.
  2. Confirm that the correct session has been accepted.
  3. Select Screen Sharing again.
  4. Have the user check for the authorization prompt.
  5. If the prompt has timed out, send the request again.

Ending the Session​

Once troubleshooting is complete:

  1. End the Bomgar remote support session.
  2. Confirm that the remote connection has ended.
  3. Document the work performed in the support ticket.

Confirm that the session has disconnected before closing the support ticket.

Document any relevant troubleshooting or actions taken in the ticket.