Select the link the support representative shared via email and download the Bomgar.exe 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.
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.
