Information about BeyondTrust Remote Support at the UofA
Introduction
BeyondTrust Remote Support is an application that IST uses to help clients remotely. It allows the technician to see and control the remote computer as if they were sitting in front of it, and allows for file transfers to and from the device. This article is written using the latest OS and browser versions available at the time of writing.
Applicability
This article is for both IST technicians using the software and clients being helped with it.
Details
General Information
The portal site that clients will go to in order to start a session is https://helpme.ualberta.ca. They should see the following on the page regardless of OS type or browser:
Similarly, after submitting the Session Key, the client should see the following page:
The page should then automatically start the download of the file used to start the session (we will assume that the default setting of downloading automatically to the Downloads folder is still being used). After this the process changes based on the OS type (Windows or macOS) as well as which browser is being used.
Windows
Downloading the App
- Google Chrome
- After the file has finished downloading, click the downloads icon at the top right of the window, then click the downloaded file.
- Mozilla Firefox
- After the file has finished downloading, click the downloads icon at the top right of the window, then click the downloaded file.
- Microsoft Edge
- After the file has finished downloading, click the downloads icon at the top right of the window, then single-click the downloaded file.
- If the download icon disappears, click the three dots at the top right of the window, then click Downloads.
Running the App
- After opening the app the client will briefly see a window with a loading bar in the middle, then the agreement will come up. Put the dot next to I have read and agree to the terms above. and click OK.
- Once that's done the main window will show up where the client and technician can communicate by text if needed.
Session Elevation
In order for the technician to be able to see User Account Control screens (i.e. run apps as an administrator) or to be able to login to a different user, the session needs to be elevated by the technician. Once they enter the necessary credentials on their side, the client will see the following screen and should click Yes:
Ending the Session
At any time the client can end the session by clicking STOP SHARING or the X at the top right of the main window, then clicking Yes.
Once the session has ended the downloaded file will be removed.
macOS
Downloading the App
- Google Chrome
- Click the download icon at the top right, then click the Show in Finder icon (looks like a file folder).
- In the Finder window that comes up, double-click the Open to Start Support Session.zip file, then double-click the Open to Start Support Session.app file.
- Mozilla Firefox
- Click the download icon at the top right, then click the Show in Finder icon (looks like a magnifying glass).
- In the Finder window that comes up, double-click the Open to Start Support Session.zip file, then double-click the Open to Start Support Session.app file.
- Safari
- Click Allow in the popup asking to allow downloads from the site.
- If the system is enrolled in the Kandji management system (bee icon in the menu bar):
- Click the download icon at the top right, then click the Show in Finder icon (looks like a magnifying glass).
- In the Finder window that comes up, double-click the Open to Start Support Session.zip file, then double-click the Open to Start Support Session.app file.
- If the system is not enrolled in the Kandji management system:
- Click the download icon at the top right, then double-click the Open to Start Support Session.app line.
Running the App
Regardless of macOS version you will get several windows to start:
- The first one asks to run an app downloaded from the internet. On this window click Open.
- The second is a brief loading window where a bar will move back and forth.
- The third is an agreement window. Put the dot next to I have read and agree to the terms above. and click OK.
- The fourth is a window asking to grant Screen Recording permissions. We'll be doing this a different way, so click Deny on this one.
- The fifth is the Action Required window where we will give the app permissions to do the various things needed for the session to work. This changes slightly in different OS versions so that process will be described below.
- Note: If the system is enrolled in Kandji then the Accessibility and Full Disk Access buttons will have a green checkmark next to them and the buttons will say Revoke Access. Also, if the computer has been supported through BeyondTrust before then this screen won't show up.
After this things change based on which version of macOS is on the computer:
- macOS 13 - 15
- Click the Grant Access button in the Screen Recording section.
- In the System Settings window that comes up, click the toggle to the right of Remote Support Customer Client and enter the user password when asked.
- After entering the password a window will come up indicating that the app needs to be restarted. In this window click Quit & Reopen.
- Go back to the Action Required window and click the Grant Access button in the Accessibility section, then click the toggle next to Remote Support Customer Client.
- Go back to the Action Required window and click the Grant Access button in the Full Disk Access section, then click the toggle next to Remote Support Customer Client. The same app restart window will come up again, so click Quit & Reopen.
- For macOS 15 specifically you may see two windows in the course of running the app that indicate other permissions are required. On both of them click Allow.
- macOS 12 and below
- Click the Grant Access button in the Screen Recording section.
- In the System Preferences window, click the lock at the lower left corner of the window (if it's not already open) and enter the user password to unlock the window. After this put a check mark in the box to the left of Remote Support Customer Client.
- A window will come up indicating that the app needs to be restarted. In this window click Quit & Reopen.
- Go back to the Action Required window and click the Grant Access button in the Accessibility section, then put a checkmark to the left of Remote Support Customer Client.
- Go back to the Action Required window and click the Grant Access button in the Full Disk Access section, then put a checkmark to the left of Remote Support Customer Client. The same app restart window will come up again, so click Quit & Reopen.
Regardless of the macOS version, after the permissions have been granted the main window will show up where the client and technician can communicate by text if needed.
Session Elevation
In order for the technician to be able to see certain security screens or to be able to login to a different user, the session needs to be elevated by the technician. If they need the user to type their password in order for this to happen the following window will come up where they can type their password and click OK:
Ending the Session
At any time the client can end the session by clicking STOP SHARING or the red dot at the top left of the main window, then clicking Yes.
Once the session has ended the downloaded files can be deleted manually.