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Bomgar Remote Support via iPad

Bomgar Remote Support via iPad

Summary

CBS Support can use remote support to remotely connect to a site's iPad via Bomgar. This allows support technicians to view the customer's screen and watch the actions of the user in real time to help them resolve issues.

Support will generate a session key in Bomgar and provide it to the site customer to enable remote support.

System requirements

NorthStar Version Requirements 

NorthStar Version Requirements 

iOS Application: 4.9.1 (9645) and above.

Server: 4.9.9377 and above.

CBS Support: Generate Bomgar session key  

  • Open Bomgar Support Representative Console.

  • Click Support.

  • Click Generate Session Key. Bomgar will display the session key in a pop-up window. 

  • Note the session key accurately. (The session key expires after the time specified on the page.) This session key will be provided to the customer. 

Customer: Connect to remote support  

  • Swipe right to Cashier Menu.

  • Tap Edit Settings (requires user permission) to access Site Manager.



  • In Site Manager tap the Action icon 

     on the bottom left to launch the sub-menu. 

  • Tap Remote Support.





  • Enter session key provided by CBS Support.

  • Tap Start Remote Support.



  • Connection to remote iPad will display. The CBS Support representative can view the customer's screen and watch the actions of the user in real time. 

    • Note: This is remote viewing only. The Support representative cannot operate the customer's iPad. 

Customer: End Remote Support Connection 

  • Swipe right to Cashier Menu.

  • Tap Edit Settings.



  • In Site Manager, tap the Action icon 

     on the bottom left. 

  • Tap Remote Support.



  • Tap End Remote Support

CBS Support: End Remote Support Session  

  • Click red X on Bomgar tab.

  • Click End Session to disconnect.



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