Check for Updates to Install Bomgar Software
Bomgar Appliance updates are installed from the /appliance web interface on the Support > Updates page. Each update must be built by Bomgar and is keyed to the serial number of the appliance for which it was built. For this reason, the appliance must be registered in order to check for updates. When Bomgar has built an update for your appliance, the update can be retrieved using either the Check for Updates button under Updates :: Check or the Appliance Download Key link under Updates :: Manual Installation. The Check for Updates option can be used only if the appliance has outbound access over TCP port 443 to update.bomgar.com. Manual installation does not require this connection.
In either case, once the check is complete, all available updates matching the serial number of your appliance will be listed in the /appliance web interface. There are two types of updates: one for /appliance Base Software (always shown in the format of Base Software x.x.x) and one for /login licensing (always shown in the format of Bomgar-x.x.x). Base Software includes features and fixes for /appliance as well as the prerequisite code required before installing license updates. Therefore, new licensing updates will typically require you to install the prerequisite Base Software update first. In this case, Bomgar's update interface will make note of the correct order in which to install the updates. If you are still unsure, take a screenshot of your available updates and send the screenshot to Bomgar Technical Support for assistance.
As a reminder, you must send Bomgar Technical Support the following items before Support can build your Base Software and/or software licensing updates:
- DNS hostname (fully qualified domain name) of the appliance
- SSL root certificate or self-signed SSL certificate
- Screenshot of the /appliance > Status > Basics page
Once Support has been sent these items and has validated your account information, they will build the necessary updates and send you detailed installation instructions. When installation is complete, the Bomgar Appliance is ready to be used for remote support. To validate your appliance's readiness, log into the /login interface by going to your appliance's public URL followed by /login (e.g., support.example.com/login).
Default Username: admin
Default Password: password
Upon initial login, you will be prompted to change your password.
Once the initial login is complete, you can validate your software licensing configuration on the Status > Information page, add user accounts on Users & Security > Users, and download client software from My Account. Because Bomgar is licensed by concurrent users, you can set up as many accounts as you need, each with unique usernames and passwords.
For security purposes, the administrative username and password used for the /appliance interface are distinct from those used for the /login interface and must be managed separately. Usernames and passwords for /login are valid for both the /login interface (where users and configuration are managed) and for representative consoles (where remote support sessions are run). The options available in both of these locations are dependent upon the permissions assigned by the /login administrator to each user's account.
For help getting started with the Bomgar client software, see the documentation located at www.bomgar.com/docs. Appliance Guides and Support Administrator Guides explain the various administrative options of your /appliance and /login web interfaces, and Support Rep Guides show you how to use the Bomgar client software.