Select the link the support representative shared via email and download the Bomgar.exe file. Alternatively, go to the Adobe Remote Support portal page.
Last updated on
Hul 7, 2026
Learn how to initiate Bomgar screen sharing to get remote help from an Adobe Customer Support representative.
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 remotely access and control systems and devices across 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.
In the Session Key box, enter the seven-digit session key provided by the Adobe Customer Support representative and select Submit.
Select Run in the box that appears at the bottom of the browser window, or press Ctrl+J to view downloads.
Review the Customer Agreement. If you agree, select I have read and agreed to the terms above, and select OK to proceed. In the next dialog box, select Allow to record the session, or select Refuse if you prefer not to record it.
Your support representative can now view your screen. Next, you'll see an Access Request prompt asking you to allow or deny full access to your system so the support representative can perform troubleshooting steps that require administrative rights.
Select Allow to grant full access, or Refuse to deny access.
The support representative can now view and control your system. To share any screenshot, file, or logs, use the attachment icon. To end the session, select Stop sharing.
Select the link shared by the support representative via email and download the Bomgar.dmg file. 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.
Run the downloaded file by selecting it from your browser's download history or from Finder > Go > Downloads.
Review the Customer Agreement. If you agree, select I have read and agreed to the terms above and select OK to proceed.
In the Access Request prompt, select Allow to give the support representative full access to your system.
The Action Required window opens, asking for permissions to screen recording, accessibility, and full disk access. Under Screen Recording, select Grant Access.
In the Screen Recording prompt, select Open System Settings.
The Screen and System Audio Recording window opens. Select the Remote Support Customer Client toggle to turn it on.
Repeat steps 5 to 7 for Accessibility and Full Disk Access.
After granting access to all the required features, select Done.
