Differences between revisions 6 and 9 (spanning 3 versions)

Remote Support for your Orchard Mac

Bomgar Jump client access

Bomgar is the preference when it comes to remotely supporting your Mac. For our fully managed customers the Bomgar Jump client will be pre-installed with a new icon in the menu bar.

Upon remotely connecting to your machine you will be presented with the option of allow the connection or deny. You can also send messages and end the session at any point from this window. start session

If we are required to take control of the machine then you are required to accept a Privacy Preference called Screen Recording. You only need to apply this setting once. The option is located within System Preferences / Security and Privacy . Navigate to the Privacy tab, scroll down to find Screen Recording you will be presented with a checkbox for Remote Support Customer Client.

privacy preferences

Manual access

If you require a manual remote support session, we will direct you, along with a one time code to the remote support portal https://remotesupport.it.ox.ac.uk/ where you will be asked to download and install the Bomgar remote support client for access.

Remote Support Portal

-  ⇤ ← Revision 6 as of 2021-03-25 14:59:28 → 
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+   ← Revision 9 as of 2021-03-31 16:00:04 → ⇥
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-== Bomgar Remote Support Tool ==
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-Bomgar is the preference when it comes to remotely supporting your Mac.
+==== Bomgar Jump client access ====
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-==== Jump client access ====
+Bomgar is the preference when it comes to remotely supporting your Mac. For our fully managed customers the Bomgar Jump client will be pre-installed with a new icon in the menu bar. {{attachment:Bomgarmenuicon.png}}
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-For our fully managed customers this will be pre-installed with a new icon in the menu bar. {{attachment:Bomgarmenuicon.png}}
+Upon remotely connecting to your machine you will be presented with the option of allow the connection or deny. You can also send messages and end the session at any point from this window. 
{{attachment:Bomgarstartsession.png|start session|width="750"}}
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+If we are required to take control of the machine then you are required to accept a Privacy Preference called Screen Recording. You only need to apply this setting once. The option is located within System Preferences / Security and Privacy . Navigate to the Privacy tab, scroll down to find Screen Recording you will be presented with a checkbox for Remote Support Customer Client.
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-Upon remotely connecting to your machine you will be presented with this window with the option of allow the connection or deny. You can also send messages and end the session at any point from this window. 
{{attachment:Bomgarstartsession.png}}

When a connection is made and if we are required to take control of the machine then you will need to accept a Privacy Preference called Screen Recording. You only need to apply this setting once. The option is located within System Preferences / Security and Privacy .Select the Privacy tab, you will be presented with a check box for Remote Support Customer Client.

{{attachment:bomgarprivacyprefs.png}}
+{{attachment:bomgarprivacyprefs.png|privacy preferences|width="750"}}
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-If you require a remote support session we will direct you along with a one time code to the remote support portal https://remotesupport.it.ox.ac.uk/ where you can download the install the Bomgar remote support client.
+If you require a manual remote support session, we will direct you, along with a one time code to the remote support portal https://remotesupport.it.ox.ac.uk/ where you will be asked to download and install the Bomgar remote support client for access.
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+{{attachment:RemoteSupportPortal.png|Remote Support Portal|width="750"}}

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Remote Support for your Orchard Mac

Bomgar Jump client access

Manual access