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Remote Support for Faculty/Staff

Technology Services uses Bomgar to remotely connect to your computer and assist with troubleshooting. This can be a useful method to use if you are off campus or need help quickly and are unable to bring it by our office.

tip

Please remain on the phone or Zoom/Teams call with the Technology Services technician while completing these steps. The technician can walk you through the process and let you know what to expect.

Establishing a Remote Support Connection​

Session Key​

This is the primary way Bomgar is used, a TSPVFA technician will provide you with a session key. You will use this key to connect your computer to the technician's Bomgar support session.

  1. Open a web browser and go to: https://pvfa-bomgar.tamu.edu/
  2. Enter the session key provided by the Technology Services technician into the Session Key field.
    Bomgar Session Key
  3. Click Submit.
  4. Follow the instructions displayed on the screen to download the file and open it up. (you typically need to unzip the file first to run).
    Bomgar Download Instructions
  5. When it is opened you will get a prompt to approve the connection to allow the TSPVFA technician to connect.
    Bomgar Allow Access
important

If you are not expecting this connection DO NOT click the allow button. The permission request may only be available for a short period of time. If the notification disappears before you can click Allow, let the technician know so they can send the request again.

OnDemand Support​

Information here about establishing an OnDemand session

During the Support Session​

While connected, the Technology Services technician may:

  • View your screen
  • Move the mouse
  • Open applications
  • Change settings
  • Perform other troubleshooting steps as needed

The technician will work with you to resolve the issue described in your support request.

tip

You can continue to communicate with the technician by phone, using the chat feature, or Teams while they are working on your computer.

Ending the Support Session​

When troubleshooting is complete, the Technology Services technician will end the remote support session, you also have the ability to end the session at any time by clicking the STOP SHARING button on the Remote Support Customer Client window.

Once the session has ended, the technician will no longer be able to remotely access your computer through that support session.