Setting up your computer for Bomgar Remote Support

Skip to:
Overview
Using Bomgar Remote Support on a Windows PC
Using Bomgar Remote Support on a Mac
Using Bomgar Remote Support on a Linux computer
Troubleshooting

Overview

If you are having computer issues and open a support ticket, your assigned Help Desk technician may schedule a remote appointment with you. Instead of an in-person visit, DTS uses an application called Bomgar Remote Support to remotely troubleshoot your computer.

At the start of your appointment, your technician will email you the link for the session. Below, we walk through this process.

Using Bomgar Remote Support on a Windows PC

Quick guide

At the start of your appointment time, your Help Desk technician will email you. Open the email and click the https://uscdornsife.bomgarcloud.com link.
A page opens in your browser. Click Yes.
If prompted, click Save File. The file downloads.
Go to your Downloads folder and double click the Bomgar .exe file.
After 5–10 seconds, a chat window opens. Use this chat to message your technician.
When prompted, click Allow.
Your Help Desk technician can now view and control your screen. If they need advanced access for troubleshooting, an "Access Request" dialog window will open. Click Yes.
Type the following credentials and click OK:
- Email address: Your USC NetID @dts.usc.edu (for example, if your USC NetID is ttrojan, your email address is ttrojan@dts.usc.edu)
- Password: Your USC NetID passphrase
To pause the session at any point, click Stop Sharing. Then, when you are ready to resume, click No. Your technician will request access again.
Once your appointment is done, your technician ends the session. Click OK. The chat transcript is available afterward.

Detailed guide (with screenshots)

At the start of your appointment time, your Help Desk technician will email you. Open the email and click the https://uscdornsife.bomgarcloud.com link.
A page opens in your browser. Click Yes.
If prompted, click Save File. The file downloads.
Go to your Downloads folder and double click the Bomgar .exe file.
After 5–10 seconds, a chat window opens. Use this chat to message your technician.
When prompted, click Allow.
Your Help Desk technician can now view and control your screen. If they need advanced access for troubleshooting, an "Access Request" dialog window will open. Click Yes.
Type the following credentials and click OK:
- Email address: Your USC NetID @dts.usc.edu (for example, if your USC NetID is ttrojan, your email address is ttrojan@dts.usc.edu)
- Password: Your USC NetID passphrase
To pause the session at any point, click Stop Sharing. Then, when you are ready to resume, click No. Your technician will request access again.
Once your appointment is done, your technician ends the session. Click OK. The chat transcript is available afterward.

Using Bomgar Remote Support on a Mac

Using Bomgar on macOS Ventura and later

First time setup

The first time that you receive remote help on a Mac, you'll be asked to enable some settings:

Quick guide

At the start of your appointment time, your Help Desk technician will email you. Open the email and click the https://uscdornsife.bomgarcloud.com link.
A page opens in your browser. Click Yes.
If prompted, click Allow. The file downloads.
Go to your Downloads folder and double click Open To Start Support Session.zip. Then, double click Open To Start Support Session (no .zip).
If prompted, click Open.
After 5–10 seconds, a chat window opens. Use this chat to message your technician.
When prompted, click Allow.
Since it is your first time using Bomgar Remote Support, you'll need to enable some permissions. Click Open System Settings. You will need to grant access for three different settings: Screen Recording, Accessibility, and Full Disk Access.
- For each setting:
  1. Click Grant Access…
  2. Click the toggle next to "Remote Support Customer Client."
  3. If prompted, type the password you use to log into your Mac. This password may differ from your USC NetID passphrase.
  4. If prompted, click Quit & Reopen.
- Once you've enabled permissions for all three settings, click Quit & Reopen one final time.
Your Help Desk technician can now view and control your screen. If they need advanced access for troubleshooting, an "Access Request" dialog window will open. Click Yes, type the password you use to log into your Mac, and click OK.
To pause the session at any point, click Stop Sharing. Then, when you are ready to resume, click No. Your technician will request computer access permissions again.
Once your appointment is done, your technician ends the session. Click OK. The chat transcript is available afterward.

Detailed guide (with screenshots)

At the start of your appointment time, your Help Desk technician will email you. Open the email and click the https://uscdornsife.bomgarcloud.com link.
A page opens in your browser. Click Yes.
If prompted, click Allow. The file downloads.
Go to your Downloads folder and double click Open To Start Support Session.zip. Then, double click Open To Start Support Session (no .zip).
If prompted, click Open.
After 5–10 seconds, a chat window opens. Use this chat to message your technician.
When prompted, click Allow.
Since it is your first time using Bomgar Remote Support, you'll need to enable some permissions. Click Open System Settings. You will need to grant access for three different settings: Screen Recording, Accessibility, and Full Disk Access.
- For each setting:
  1. Click Grant Access…
  2. Click the toggle next to "Remote Support Customer Client."
  3. If prompted, type the password you use to log into your Mac. This password may differ from your USC NetID passphrase.
  4. If prompted, click Quit & Reopen.
- Once you've enabled permissions for all three settings, click Quit & Reopen one final time.
Your Help Desk technician can now view and control your screen. If they need advanced access for troubleshooting, an "Access Request" dialog window will open. Click Yes, type the password you use to log into your Mac, and click OK.
To pause the session at any point, click Stop Sharing. Then, when you are ready to resume, click No. Your technician will request computer access permissions again.
Once your appointment is done, your technician ends the session. Click OK. The chat transcript is available afterward.

Use Bomgar Remote Support after initial setup

After your first time setting up and using Bomgar Remote Support on your Mac, future sessions are straightforward:

Quick guide

At the start of your appointment time, your Help Desk technician will email you. Open the email and click the https://uscdornsife.bomgarcloud.com link.
A page opens in your browser. Click Yes.
If prompted, click Allow. The file downloads.
Go to your Downloads folder and double click Open To Start Support Session.zip. Then, double click Open To Start Support Session (no .zip).
If prompted, click Open.
After 5–10 seconds, a chat window opens. Use this chat to message your technician.
When prompted, click Allow.
Your Help Desk technician can now view and control your screen. If they need advanced access for troubleshooting, an "Access Request" dialog window will open. Click Yes, type the password you use to log into your Mac, and click OK.
To pause the session at any point, click Stop Sharing. Then, when you are ready to resume, click No. Your technician will request access again.
Once your appointment is done, your technician ends the session. Click OK. The chat transcript is available afterward.

Detailed guide (with screenshots)

At the start of your appointment time, your Help Desk technician will email you. Open the email and click the https://uscdornsife.bomgarcloud.com link.
A page opens in your browser. Click Yes.
If prompted, click Allow. The file downloads.
Go to your Downloads folder and double click Open To Start Support Session.zip. Then, double click Open To Start Support Session (no .zip).
If prompted, click Open.
After 5–10 seconds, a chat window opens. Use this chat to message your technician.
When prompted, click Allow.
Your Help Desk technician can now view and control your screen. If they need advanced access for troubleshooting, an "Access Request" dialog window will open. Click Yes, type the password you use to log into your Mac, and click OK.
To pause the session at any point, click Stop Sharing. Then, when you are ready to resume, click No. Your technician will request access again.
Once your appointment is done, your technician ends the session. Click OK. The chat transcript is available afterward.

Using Bomgar on macOS Monterey and earlier

First time setup

The first time that you receive remote help on a Mac, you'll be asked to enable some settings:

Quick guide

At the start of your appointment time, your Help Desk technician will email you. Open the email and click the https://uscdornsife.bomgarcloud.com link.
A page opens in your browser. Click Yes.
If prompted, click Allow. The file downloads.
Go to your Downloads folder and double click Open To Start Support Session.zip.
Click Open.
After 5–10 seconds, a chat window opens. Use this chat to message your technician.
When prompted, click Allow.
Since it is your first time using Bomgar Remote Support, you'll need to enable some permissions. Click Open System Settings. You will need to grant access for three different settings: Screen Recording, Accessibility, and Full Disk Access.
- For each setting:
  1. Click Grant Access…
  2. Select the checkbox Remote Support Customer Client. You may need to click the lock in the bottom left corner to make changes.
  3. If prompted, type the password you use to log into your Mac and click Unlock. This password may differ from your USC NetID passphrase.
  4. If prompted, click Quit & Reopen.
- Once you've enabled permissions for all three settings, you may need to click Quit & Reopen one final time.
Your Help Desk technician can now view and control your screen. If they need advanced access for troubleshooting, an "Access Request" dialog window will open. Click Yes, type the password you use to log into your Mac, and click OK.
To pause the session at any point, click Stop Sharing. Then, when you are ready to resume, click No. Your technician will request computer access permissions again.
Once your appointment is done, your technician ends the session. Click OK. The chat transcript is available afterward.

Detailed guide (with screenshots)

At the start of your appointment time, your Help Desk technician will email you. Open the email and click the https://uscdornsife.bomgarcloud.com link.
A page opens in your browser. Click Yes.
If prompted, click Allow. The file downloads.
Go to your Downloads folder and double click Open To Start Support Session.zip.
Click Open.
After 5–10 seconds, a chat window opens. Use this chat to message your technician.
When prompted, click Allow.
Since it is your first time using Bomgar Remote Support, you'll need to enable some permissions. Click Open System Preferences. You will need to grant access for three different settings: Screen Recording, Accessibility, and Full Disk Access.
- For each setting:
  1. Click Grant Access…
  2. Select the checkbox Remote Support Customer Client. You may need to click the lock in the bottom left corner to make changes.
  3. If prompted, type the password you use to log into your Mac and click Unlock. This password may differ from your USC NetID passphrase.
  4. If prompted, click Quit & Reopen.
- Once you've enabled permissions for all three settings, you may need to click Quit & Reopen one final time.
Your Help Desk technician can now view and control your screen. If they need advanced access for troubleshooting, an "Access Request" dialog window will open. Click Yes, type the password you use to log into your Mac, and click OK.
To pause the session at any point, click Stop Sharing. Then, when you are ready to resume, click No. Your technician will request computer access permissions again.
Once your appointment is done, your technician ends the session. Click OK. The chat transcript is available afterward.

Use Bomgar Remote Support after initial setup

After your first time setting up and using Bomgar Remote Support on your Mac, future sessions are straightforward:

Quick guide

At the start of your appointment time, your Help Desk technician will email you. Open the email and click the https://uscdornsife.bomgarcloud.com link.
A page opens in your browser. Click Yes.
If prompted, click Allow. The file downloads.
Go to your Downloads folder and double click Open To Start Support Session.zip.
Click Open.
After 5–10 seconds, a chat window opens. Use this chat to message your technician.
When prompted, click Allow.
Your Help Desk technician can now view and control your screen. If they need advanced access for troubleshooting, an "Access Request" dialog window will open. Click Yes, type the password you use to log into your Mac, and click OK.
To pause the session at any point, click Stop Sharing. Then, when you are ready to resume, click No. Your technician will request computer access permissions again.
Once your appointment is done, your technician ends the session. Click OK. The chat transcript is available afterward.

Detailed guide (with screenshots)

At the start of your appointment time, your Help Desk technician will email you. Open the email and click the https://uscdornsife.bomgarcloud.com link.
A page opens in your browser. Click Yes.
If prompted, click Allow. The file downloads.
Go to your Downloads folder and double click Open To Start Support Session.zip.
Click Open.
After 5–10 seconds, a chat window opens. Use this chat to message your technician.
When prompted, click Allow.
Your Help Desk technician can now view and control your screen. If they need advanced access for troubleshooting, an "Access Request" dialog window will open. Click Yes, type the password you use to log into your Mac, and click OK.
To pause the session at any point, click Stop Sharing. Then, when you are ready to resume, click No. Your technician will request computer access permissions again.
Once your appointment is done, your technician ends the session. Click OK. The chat transcript is available afterward.

Using Bomgar Remote Support on a Linux computer

Below, we provide the steps for using Bomgar on a computer running Ubuntu 64-bit (specifically, Ubuntu 20.04.3 LTS). If you're using a different version of Linux, your screen may appear slightly different but the steps should remain the same.

Quick guide

At the start of your appointment time, your Help Desk technician will email you. Open the email and click the https://uscdornsife.bomgarcloud.com link.
A page opens in your browser. Click Yes.
If prompted, select Save File and click OK. The file downloads.
Go to your Downloads folder and locate the download: it is a .desktop file named bomgar-scc-[character string].
Right-click the file and select Properties from the dropdown.
Click the Permissions tab.
Select the checkbox Allow executing file as program.
Open Terminal.
Type sh followed by a space, and drag the file name onto the Terminal window. It should look like this:
- sh 'file-path-and-name'
Press Enter or Return on your keyboard.
After 5–10 seconds, a chat window opens. Use this chat to message your technician.
When prompted, click Allow.
Your Help Desk technician can now view and control your screen. If they need advanced access for troubleshooting, an "Access Request" dialog window will open.
To pause the session at any point, click Stop Sharing. Then, when you are ready to resume, click No. Your technician will request access again.
Once your appointment is done, your technician ends the session. Click Okay. The chat transcript is available afterward.

Detailed guide (with screenshots)

At the start of your appointment time, your Help Desk technician will email you. Open the email and click the https://uscdornsife.bomgarcloud.com link.
A page opens in your browser. Click Yes.
If prompted, select Save File and click OK. The file downloads.
Go to your Downloads folder and locate the download: it is a .desktop file named bomgar-scc-[character string].
Right-click the file and select Properties from the dropdown.
Click the Permissions tab.
Select the checkbox Allow executing file as program.
Open Terminal.
Type sh followed by a space, and drag the file name onto the Terminal window. It should look like this:
- sh 'file-path-and-name'
Press Enter or Return on your keyboard.
After 5–10 seconds, a chat window opens. Use this chat to message your technician.
When prompted, click Allow.
Your Help Desk technician can now view and control your screen. If they need advanced access for troubleshooting, an "Access Request" dialog window will open.
To pause the session at any point, click Stop Sharing. Then, when you are ready to resume, click No. Your technician will request access again.
Once your appointment is done, your technician ends the session. Click Okay. The chat transcript is available afterward.

Troubleshooting

Error messages when loading Bomgar Remote Support on a Mac

Some Mac users report that after clicking on Open To Start Support Session, Bomgar displays a series of error messages. It is safe to close these error messages, as Bomgar automatically retries to initiate a new remote support session when this happens:

Contributor(s): Richard Herrera, Albert Rodriguez.