Summary

This article provides instructions for obtaining, installing, and licensing the BeyondTrust (formerly Bomgar) support console. This article is intended for ET&S support staff.

• Login URLs and Instructions
• Getting Started – Beyond Trust Account Setup
• Installing the BeyondTrust Representative Console
• Launching the BeyondTrust Representative Console

Login URLs and Instructions

Public Portal

Instruct clients to login at:  https://usnh.beyondtrustcloud.com     OR    remote.usnh.edu

• you can check to see who’s logged in
• you can route customers who need support to this page

Technician Portal

Note: Before using BeyondTrust for the first time, you must activate your account following the instructions below.

Step 1 - Browse to https://usnh.beyondtrustcloud.com/login

Step 2 - Under Authenticate Using choose "SAML Credentials" then click "Log In"​​​​​

Click for full-size image

Step 3 - Sign in with your usual username@usnh.edu and password/MFA if required. This is under SSO so you may not need to enter any credentials if you were already logged into something else.

Step 4 - You can launch the Web Rep Console right from this page, or Download or Launch the Desktop Representative Console.

Step 5 - Please Log Out of the Representative Console when you are finished, to free the license for someone else to use.

Outcome

You can access the BeyondTrust Portals.

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Getting Started – Beyond Trust Account Setup

If you have not already done so, be sure to begin by requesting a license for BeyondTrust via the Accounts Management System.  BeyondTrust Licensing can be found under the ITSM category.  Once the request is approved proceed as below.

Instructions

Step 1 - Browse to https://usnh.beyondtrustcloud.com/login

Step 2 - Under Authenticate Using choose "SAML Credentials" then click "Log In"​​​​​

Step 3 - Sign in with your usual username@usnh.edu and password/MFA if required.  This is under SSO so you may not need to enter any credentials if you were already logged into something else.

Step 4 - Send an E-Mail to IT.Depot@unh.edu to let the team know that you have logged in and your account is pending approval. A member of the IT Depot Team will assign you to the necessary Remote Support Group policy. 

Step 5 - Log out from BeyondTrust, and wait for an email notification that your account is ready for you to proceed.

Outcome

You have successfully claimed a Beyond Trust account and requested to be added to the appropriate Remote Support Group policy.

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Installing the BeyondTrust Representative Console

Instructions

Step 1 - Once you have received an email confirmation that you have been placed in the appropriate Remote Support Group, return to https://usnh.beyondtrustcloud.com/login

Step 2 -  Under Authenticate Using choose "SAML Credentials" then click "Log In"​​​​​

Step 3 - In the "Consoles & Downloads" section downloads are available for various operating systems. Choose the installer option that is best suited to your computer, then click "Download Representative Console"

Note: The majority of Windows users should be running 64-bit Windows, and should choose one of the (x64) installers.  If you are unsure if your version of Windows is 64-bit, it’s safe to choose one of the (x86) installers, which can run under both 32-bit and 64-bit Windows.

Step 4 - The downloaded installer will be named "Bomgar-rep-installer" with a file extension appropriate to your operating system. Launch the installer and accept the default installation location

Step 5- Once the installation is complete, there are some configuration options available. You may want to disable the option to "Run at Startup"

Outcome

You have successfully installed the BeyondTrust Representative Console.

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Launching the BeyondTrust Representative Console

Instructions

Step 1 - Open the installed Representative Console app on your computer.  On Windows, it is in the "Bomgar" app folder.

Step 2 - Change the pulldown to "Authenticate Using: SAML Credentials".  This will cause the Username and Password fields to disappear. Next, click "Login".

Step 2 - Sign in with your usual username@usnh.edu credentials and click "Submit". This is under SSO so you may not need to enter any credentials if you were already logged into something else.

Step 3 - In the Representative Console section, click "Launch Desktop Representative Console".

    OR   

The browser may prompt you to Open the Representative Console or to open/run a file called “rep-script.brcs-unh”.  

• If you have a pop-up asking for permission, check the box to "Always allow..." then Open the link or console
• If Firefox fails to authenticate, just log out and log back in. It should then process the script in the background.

Outcome

The BeyondTrust Representative Console is running and you are ready to perform remote supports.

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Further Readings

BeyondTrust: Elevating Session Privileges (ETS Internal)