Select the link shared by the support representative via email and download the Bomgar.dmg file.
Last updated on
Jul 11, 2024
Bomgar is a remote support solution that allows technicians to connect to a customer's computer remotely. Using the Bomgar Representative Console, technology support professionals can access and control systems and devices remotely on various platforms. This connection is encrypted to protect your data.
Note:
- The remote support tool is used by Adobe Customer Support representatives while assisting customers who contact us using Adobe chat or phone support channel.
- You should close your personal files and save your work before intiating screen sharing.
- There would be a small add-in that gets downloaded and when the session is over, this add-in would be removed from the machine automatically.
- You may choose to end the session at any time by clicking on the "STOP SHARING" button.
Steps to Initiate Bomgar Screen Sharing on Windows & Mac
- Click the link shared by the support represenatative via email and download the Bomgar.exe file. Alternatively you can also go to the Adobe Remote Support portal page ( https://screen.share.adobe.com/ ). In the "Session Key" box, enter the session key (seven digit number) provided by the Adobe Customer Support representative, and click the "Submit" button.
- Click Run in the box that appears at the bottom of browser window or Press Ctrl+J to view downloads.
3. Review the Customer Agreement and in case you agree, select “I have read and agreed to the terms above” and click ok to proceed. On the next dialog box that pops up, click “Allow” to have the session recorded or click “Refuse” in case you prefer not to record the session.
4. Your support representative can now view your screen. Next, you would be shown as ‘Access Request’ prompt where you will be prompted to allow or refuse full access to your system so that the support representative can perform troubleshooting steps that require administrative rights.
Please click “Allow” to provide full access to your computer or “Refuse” to deny.
5. The support representative can now view and control your system. In order to share any screenshot, file or logs you can use the attachment icon as hown below and end the session by clicking on the 'Stop Sharing' button.
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Note:
Alternatively, go to the Adobe Remote Support portal page. In the Session Key box, enter the seven-digit session key provided by the Adobe Customer Support representative and select Submit. to download the Bomgar.dmg file.
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Run the downloaded file by selecting it from your browser's Download history or your device's Downloads folder.
- Windows: In the taskbar, select File explorer > Quick access > Downloads.
- macOS: Go to Finder > Go > Downloads.
To run the file, select the file and select Open. In the Downloads folder, you need to double-click the file. To run the file, select the file and select Open. In the Downloads folder, you need to double-click the file. -
Review the Customer Agreement. If you agree, select I have read and agreed to the terms above and select OK to proceed.
If you select I do not agree with the terms above, the prompt closes and the process terminates. If you select I do not agree with the terms above, the prompt closes and the process terminates. -
In the Access Request prompt, select Allow to give the support representative full access to your system.
If you are using Bomgar for the first time, the application will request screen recording, accessibility, and full disk access after you select Allow. If you are using Bomgar for the first time, the application will request screen recording, accessibility, and full disk access after you select Allow. -
The Action Required window opens, asking for permissions to screen recording, accessibility, and full disk access. Under Screen Recording, select Grant Access.
If you have already granted access to these features in a previous session, the Action Required window doesn't appear and the support representative can perform the necessary troubleshooting steps. If you have already granted access to these features in a previous session, the Action Required window doesn't appear and the support representative can perform the necessary troubleshooting steps. -
In the Screen Recording prompt, select Open System Settings.
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The Screen and System Audio Recording window opens. Select the Remote Support Customer Client toggle to turn it on.
You have given Bomgar access to the screen and system audio recording. You can now close the window and proceed to the next steps. You have given Bomgar access to the screen and system audio recording. You can now close the window and proceed to the next steps. -
Repeat steps 5 to 7 for Accessibility and Full Disk Access.
The red exclamation is replaced with a yellow or green tick as you grant access to the required features. The red exclamation is replaced with a yellow or green tick as you grant access to the required features. -
After granting access to all the required features, select Done.
You have granted all the required permissions. The support representative can now perform all the necessary troubleshooting steps on your computer. You have granted all the required permissions. The support representative can now perform all the necessary troubleshooting steps on your computer.
