Bomgar/Beyond Trust - Web Rep Console for Windows & Mac
Navigate to the following URL to log into the Rep Console: https://support.pct.edu/console
On the login screen, select SAML Credentials from the drop-down menu and click Log In.
If a second window appears displaying a Penn College background, select your employee account.
Representative Console View
Customer View
Have the customer navigate to: support.pct.edu
Support Portal - Customer view
The page will display representatives who are currently online. Have the customer select a representative.
The customer will then be placed in that representative's queue to begin a remote session.
Once a representative is selected, a window will open asking the customer, 'Please enter your name:', then select Submit.
After entering their name, the customer will see the following screen:
On the rep side, the rep will see a New Session Request prompt. Select View.
The rep can either Accept the session or Transfer it to another rep if needed.
If Accept or Transfer DOES NOT display, select the Toggle Session icon in the queue to display Session Details.
Once a session starts, the rep will be prompted to Start Screen Sharing or Run Full Remote Support.
- Select Run Full Remote Support Customer Client.
The customer will see Accept and Download or Decline on their screen.
- The customer should select Accept and Download.
Once the customer selects Accept and Download, a file for the remote session client will begin downloading.
When the download is complete, the customer should open the downloads folder and double-click the .exe file to start the remote support session.
In Chrome, the download will appear in the download icon in the upper-right corner of the browser.
In Firefox, the download will appear in the download icon in the upper-right corner of the browser.
The customer should select the download icon, then click the .exe file to run the Client Connect launcher.
The .exe (Windows) or .dmg (Mac) file starts the remote session. Allow up to 30 seconds for the connection to establish.
Once the connection is established, the customer will see a connection status indicator.
On the representative’s screen, select Start Screen Sharing when prompted.
On the customer’s screen, they will be prompted to allow access. Have customer select Allow.
Mac/Apple users may see a security prompt (see Mac/Apple Users).
The representative will now have full access to the customer’s PC or laptop.
To end the remote session, click the X next to the customer's name or the X on the right side of toolbar.
Mac/Apple Users might get prompted for the security window below
The customer will need to Click on Grant Access under Accessibility
After doing so they should get the window below. They will need to Toggle the Remote Support Customer Client option to on as shown below.
This will allow you to remotely control their device.
