This guide will provide information on the experience and steps needed while receiving remote support from a UCF IT representative.

Installing BeyondTrust Remote Support with Windows 10

1. UCF IT representative will send an email titled “Remote Support Invitation from Representative Name” Click on the link in the e-mail.

2. A web page will open asking “Would you like to start a support session with UCF IT Representative Name?”. Click Yes.

3. On the next web page that opens a download should start in the bottom left corner of the screen. Double click to install.

NOTE: BeyondTrust Remote Support will be uninstalled at the end of the session

4. Once installed and connected, a screen will appear requesting full access to your computer, click Allow.

 

Session Experience

NOTE: Once the session has started everything is being recorded. Logs will be made of the representative actions Chat sessions, as well as everything happening on the screen.

· Chat Functionality

During a session there may be a need to communicate with representative providing support. A chat window will appear so that you and the representative can talk.

Note: If you minimize the chat window or open other windows up over the chat window, the representative can “Nudge” you. A nudge will bring the chat window to the front and will start to flash, this means that representative is trying to get a hold of you.

 

Ending Your BeyondTrust Remote Support Session in Windows 10

1. When the session is ready to be ended, click on the “STOP SHARING” button in the upper right corner of the chat window.

2. The session is now over, a prompt asking to remote the software that was installed at the beginning of the remote support session. Click Yes.

3. When the removal is complete a window will appear stating that everything has been removed. Click OK.