What is BeyondTrust (Bomgar)?
OIT uses a program called BeyondTrust (formerly known as Bomgar) to provide remote support to computers.
How to Enable BeyondTrust on macOS
The security features on macOS require additional steps to allow full use of the BeyondTrust screen sharing software.
Once you navigate to https://support.valenciacollege.edu/, click on your Technician's name, and download the file to start a remote session, please follow these steps:
1. Open the file "Open To Start Support Session". You will receive the following message "This file cannot be open because the developer cannot be verified". Click Cancel.
2. Navigate to the Apple menu on the upper left hand corner and select System Settings.
3. Select the Privacy & Security Tab
4. Under Privacy & Security, scroll down to "Security" section and look for the message "Open To Start Support Session was blocked from use because it is not from an identified developer" as shown below. Select Open Anyway
5. Select Open when prompted "macOS cannot verify the developer of Open to Start Support Session. Are you sure you want to open it?"
6. You will now see BeyondTrust open and be connected to your OIT technician.
If this is the first time you connect with an OIT technician using BeyondTrust, you may be required to manually grant it some permissions in order to run properly. If this is the case, BeyondTrust will present an "Action Required" screen as shown below. To grant these permissions, please follow these steps:
1. On the "Action Required" screen, select Grant Access and then Open System Settings. (You can also navigate manually by clicking on the Apple Menu > System Settings > Privacy & Security > Screen Recording)
2. Under Privacy & Security > Screen Recording, enable the Remote Support Customer Client by clicking the toggle on
3. Select Later when prompted to quit.
4. Follow the same steps for Privacy & Security > Accessibility
5. Follow the same steps for Privacy & Security > Full Disk Access
