My Account: Change Password and Username, Download the Representative Console and Other Software
From the My Account page, you can download the Bomgar representative console. The file type will default to the appropriate installer for your operating system.
For system administrators who need to push out the representative console to a large number of systems, the Microsoft Installer can be used with your systems management tool of choice. In your command prompt, when composing the command to install the representative console using an MSI, change to the directory where the MSI was downloaded and enter the command included on the My Account page.
You can include optional parameters for your MSI installation.
- INSTALLDIR= accepts any valid directory path where you want the representative console to install.
- RUNATSTARTUP= accepts 0 (default) or 1. If you enter 1, the representative console will run each time the computer starts up.
- ALLUSERS= accepts “” or 1 (default). If you enter 1, the representative console will install for all users on the computer; otherwise, it will install only for the current user. If you install for only the current user, you can choose to have the representative console automatically update each time the site is upgraded by entering SHOULDAUTOUPDATE=1; a value of 0 (default) will not auto-update, and the representative console will need to be manually reinstalled when the site is upgraded. If you install the representative console for all users, it will not auto-update.
You can download a session recording viewer to view recorded sessions from your desktop rather than only on the web.
In unusual scenarios where video driver performance is slowing down screen refresh rates, downloading the display driver on the target system can greatly improve screen sharing speed. The display driver must be installed on the computer whose screen is to be viewed, either the remote computer for a support session or the representative's computer for a presentation. The display driver works only on Windows XP and higher and Server 2003 and higher.
From the Bomgar Virtual Smart Card section, download the virtual smart card installer for the representative system or the customer system. A virtual smart card allows you to authenticate to a remote system using a smart card on your local system.
To attempt virtual smart card authentication, the representative must have the Bomgar representative virtual smart card driver installed. The computer being accessed must be running in elevated mode. Also, either it must have the Bomgar customer virtual smart card driver installed, or it must be accessed by the Jump To functionality of the representative console. For more details and requirements, see the Smart Cards for Remote Authentication document.
In special cases, you may need a session to start with the customer client already in elevated mode, or you may need to elevate the customer client without providing credentials. To securely elevate the customer client without the prompt, download the Bomgar Automatic Elevation Service and install it beforehand on the remote Windows systems to which you need credential-less elevation access. You must install the elevation service using an account that has administrative privileges to the local machine.
When the elevation service runs, it adds to the registry a hash unique to your Bomgar site. Then, when the remote user starts a support session from that site, the elevation service matches the registry hash against the hash in the customer client. If they match, the customer client attempts automatic elevation following the rules set in /login > Public Portals > Customer Client :: Miscellaneous Options.
If the rules set for the customer client do not allow it to elevate automatically, a matching hash will still make the elevation service the means for elevation when the representative clicks the Elevate button in the representative console. When the elevation service is used, neither the representative nor the customer is prompted for credentials.
After a Bomgar software update, your site hash changes. Download and run the elevation service registry file to update the registry hash on systems which already have the elevation service installed. You must run the elevation service registry file using an account that has administrative privileges to the local machine.
Enable or disable Extended Availability Mode by clicking the Enable/Disable button. Extended Availability Mode allows you to receive email invitations from other representatives requesting to share a session when you are not logged into the representative console.
You can change your email settings for Extended Availability Mode, including preferred language for the emails.
You can change your password and display name, and non-administrators may change the security question and answer. Bomgar recommends changing your password regularly.
You can choose to have a public display name, for use with customers, and a private display name, used for all internal communications between representatives, on chat transcript reports, team activity reports, and so forth. By default the two fields are in sync, so anything you type in the Private Display Name field is copied automatically to the Public field. To change your public display name type in the name you want your customers to see. To put the fields back in sync, simply make them identical again.