In order to precisely diagnose a computer issue, UConn School of Business technicians may sometimes ask to connect with you via a piece of remote session software called “BeyondTrust”. Remote session software allows technicians to directly view the contents of your computer screen, and allows you to directly demonstrate any issue you may be experiencing.
As this guide’s visual aids will illustrate, you will be directly notified whenever a technician begins connecting to your machine, as well as when a technician permanently loses the right to access your system. Moreover, you are required to directly confirm that a technician can begin the remote support session, giving you complete control over access of your system.
A technician will begin by providing you with a BeyondTrust applet link. When you click on this link, the URL will open in your browser.
The URL should begin with “https://uconn-rs.beyondtrustcloud.com” as seen below:
Note that if the URL does not begin as listed above, you may have been provided a malicious link by non-UConn personnel.
The URL will present you with a site, asking whether or not you wish to connect with the UConn School of Business technician. Select “Yes”.
A window will automatically appear prompting you to select a location to save the BeyondTrust applet to. Select a location (by default, the file will save to your “Downloads” folder), and select “Save“.
3. After the download is complete, open the file – a BeyondTrust window should appear on your screen.
After a technician connects, the BeyondTrust window will show a message stating that “You are now chatting with [technician name].” Note that, at this point, the IT technician is still unable to view your screen or control your mouse. This merely indicates that we can see any chat messages you wish to leave in the window.
A technician will then send a request to view and control your computer. This grants us the ability to directly view the contents on your screen and directly control your computer’s mouse and keyboard commands. If you consent to this technician control, select “Allow“.
While this operation grants technicians direct keyboard and mouse input, you still have full control of your own keyboard & mouse. You can, for example, move your mouse cursor even while a technician is connected.
If at any point, you wish to revoke screen access, select “STOP SHARING“ in the BeyondTrust window.
Occasionally, a technician may request the ability to view windows on your system that require “elevated access”. For a technician to be granted this, they will first send a request to your computer that asks if you would like to grant them said rights. To approve this request, simply select “Yes” in the window that appears.
Once your issue has been resolved, a technician will end the session, completely relinquishing their access to your machine. You may also terminate a technician’s conection to your machine at any point by simply closing the BeyondTrust window.