Contact The CCI Helpdesk

BeyondTrust Bomgar Setup For End User on Mac

  1. Click on the Bomgar join session link.
    Bomgar join session link will look like this - https://anchor.irt.drexel.edu/?ak=4d*****d3

  2. You will see new tab saying "Would you like to start a support session with XXX?". Click "Yes".

    Bomgar connect session.png

  3. It will automatically download Bomgar application.

    Bomgar client downloaded.png

  4. Go to Finder and download folder. Double click on the "Open to Start Support Session".

    Bomgar in download folder.png

       - If you get an error saying "Error starting client", Click "Exit". Re-do step 1 to 4.

          Bomgar error installing.png

  5. Enter you Mac user account password and it will install Bomgar service client on your Mac automatically.

    Enter password for bomgar installation.png

  6. It will automatically open Bomgar on your Mac. Click on "Full terms and conditions" and accept it.

    Initial screen in bomgar accept terms and condition.png

  7. You need to grant some access permissions to Bomgar client. You'll see pop-up screen asking for "Screen Recording". "Accessibility" and "Full Disk Access". Click on "Grant Access" user Screen Recording section.

    Grant access screen in Bomgar.png

  8. It will open Security & Privacy. Click on little lock on icon from bottom left of Security & Privacy screen. Enter you Mac user account password when prompted.

    Security and privacy.png

  9. Check the "Remote Support Customer Client" under Screen Recording.

    screen recording access bomgar.png

       -- If you can't find "Remote Support Customer Client" under Screen Recording, see Mac -- How to manually add Bomgar to Security & Privacy to grant Access. Please re-do step 9 after manually adding "Remote Support Customer Client".

  10. It will ask to Quit & Reopen Bomgar. Click on "Quit & Reopen".

    Quit and reopen bomgar.png

  11. Click on "Grant access" under Full Disk Access section.

    Grant access screen in Bomgar -- Full disk access.png

  12. Check the "Remote Support Customer Client" under Full Disk Access.

    Full disk access bomgar.png

       -- If you can't find "Remote Support Customer Client" under Full Disk Access, see Mac -- How to manually add Bomgar to Security & Privacy to grant Access. Please re-do step 12 after manually adding "Remote Support Customer Client".

  13. It will ask to Quit & Reopen Bomgar. Click on "Quit & Reopen".

    Quit and reopen bomgar.png

  14. Click on "Grant access" under Accessibility.

    Grant access screen in Bomgar -- Accessibility.png

  15. Check the "Remote Support Customer Client" under Accessibility.

    Bomgar accessibility access.png

       -- If you can't find "Remote Support Customer Client" under Accessibility, see Mac -- How to manually add Bomgar to Security & Privacy to grant Access. Please re-do step 15 after manually adding "Remote Support Customer Client".

  16. Click on little lock icon from bottom left to save all the settings.

    Security and privacy lock to save.png

  17. Close "Security & Privacy" window by clicking quit button from top left.

    Quit Security & Privacy.png 

  18. You are all set with Bomgar.

If you are having difficulty or need help performing any of the steps above, please reach out to ihelp@drexel.edu for assistance.

CCI Support Site