FSMA: Starting a Beyond Trust Remote Support Session (Field Technician)

Topic

  • These instructions are written for a field technician to initiate the BeyondTrust screen sharing process. This process is used to assist an IT Support Representative with troubleshooting issues with FSMA.
    • Starting a Beyond Trust Remote Support Session
    • How to start a Bomgar session on a mobile device

Environment

  • Apple:

    • Minimum requirements are as follows:

      • Operating System: iOS 17.0 or later.
      • Supported Devices:
        • iPhone: XS, XS Max, 11, 11 Pro, 11 Pro Max, 12 Mini, 12, 12 Pro, 12 Pro Max, 13 Mini, 13, 13 Pro, 13 Pro Max, 14, 14 Plus, 14 Pro, 14 Pro Max, SE 3rd generation and later.
        • iPad: 10th generation and later, iPad Air 4 and later, iPad Mini 6 and later, iPad Pro 2nd generation and later.

    Android:

    Minimum requirements are as follows:

      • Operating System: Android 10.0 or later.
      • Memory: At least 4 GB of RAM is required, but 6 GB is recommended for optimal performance. Devices with 8 GB of RAM are recommended if you need to prime more than 20,000 records for offline use.
      • Google Play Services: Version 18.0.0 or later.
      • Android WebView: Version 90.0 or later.
      • Wi-Fi or cellular network connection (3G or faster) for the app to communicate with Salesforce.
      • GPS capabilities.

*Using this will require the technician to allow certain permissions for the BeyondTrust application to work correctly. This support process is optional and is there to assist in solving the issue as quick as possible.

Steps

Instructions for Android
  1. The IT Support Agent will login to the Remote Help Support Console on their PC.
  2. Open the Play Store on your phone.
  3. Search for "BeyondTrust Support"
    1. Install, update, or open the BeyondTrust Support app by BeyondTrust Corporation.
  4. Browse to remotehelp.daktronics.mom on your phone browser.
    1. Ask the IT Support Agent for their name as shown in the Remote Support Console.
    2. Tap on the support agent's name.
  5. You may get a prompt for Samsung Knox, as well as prompts to give the app permissions. Confirm all and agree to the Knox Notice.
    1. On Samsung it needs access to Notifications, Contacts, and Phone
  6. Tap on start session if it didn't automatically open the app.
    1. If you get an "Unable to start a support session" error the IT support agent may need to provide a session key or you may need refresh their browser page and click on the support agent's name again.
  7. Tap on "Share Screen"
  8. You may get a prompt to enable accessibility settings.
    1. This gives the application the ability to share the screen
    2. Tap on Settings -> Accessibility -> Installed apps -> Support
    3. Turn the setting on in Support
    4. Confirm the prompt by tapping on Allow
  9. Tap on back or switch back to the Remote Support app
  10. You may need to tap "Share Screen" again or re-initiate the connection.
  11. Ask the IT support agent to accept the session in their Remote Help Support Console.
  12. The support agent should now be able to see your phone screen.
  13. Browse to Field Service Mobile App to allow the support agent to see what you are seeing.
  14. Once the session is complete you will need to end the session by tapping the "[<-]" in top right corner of the BeyondTrust application, and then tap yes on the pop up to confirm.
Instructions for iOS
  1. The IT Support Agent will login to the Remote Help Support Console on their PC.
  2. Open the App Store on your phone.
  3. Search for "BeyondTrust Support"
    1. Install, update, or open the BeyondTrust Support app by Bomgar Corporation.
  4. Browse to remotehelp.daktronics.mom on your phone browser.
    1. Ask the IT Support Agent for their name as shown in the Remote Support Console.
    2. Tap on the support agent's name
  5. Tap on start session.
    1. If you get an "Unable to start a support session" error the IT support agent may need to provide a session key or you may need to refresh your browser page and tap on the support agent's name again.
  6. Ask the IT support agent to accept the session in their Remote Help Support Console.
  7. Tap the circle icon in the top bar
  8. Allow screen sharing access by tapping "Start Broadcast". Then tap anywhere else on the screen once the screen broadcast has started.
  9. The support agent should now be able to see your phone screen.
  10. Browse to Field Service Mobile App to show the support agent what you are seeing.
  11. Once the session is complete you will need to end the session by tapping the "X" in the BeyondTrust application.

KB ID: 000031999

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