Remote Assistance (Bomgar)
The Helpdesk uses a screen sharing software called Bomgar, which allows a Helpdesk technician to establish a connection to your computer and interact with it from a remote location. This allows technicians to see exactly what kinds of problematic behavior your computer is exhibiting and even to temporarily take control to assist you in troubleshooting and fixing the problem, as if they were right in front of the computer with you.
To initiate a connection, go to remote.oit.pdx.edu and click on the name of the technician you are speaking with. An executable file will be downloaded to your computer, which you must then run. The software will automatically configure itself and connect.
Some things to keep in mind:
- This does not enable technicians to connect to and take over your computer at any time. You must run the software each time to allow the connection to take place.
- You can revoke the technician's control of your computer at any time by clicking on the red 'X' button on the client program.
- Please do not move the mouse while the technician is in control or it will cause the program to behave slowly, and could cause the technician to inadvertently click on something, slowing your support call.
Contact the Helpdesk for additional assistance.