Use a Jumpoint to Jump to a Remote System

Once a Jumpoint has been installed on a remote network, permitted representatives can use the Jumpoint to initiate sessions with Windows computers on that same network, even if those computers are unattended. Additionally, a permitted representative can Jump to computers on the same network segment as his or her local system, even without a Jumpoint.

A Jumpoint can be used to start a standard support session, to start a Remote Desktop Protocol session with a Windows system, to Shell Jump to a SSH-enabled or Telnet-enabled network device, or to start a session with an Intel® vPro Windows system.

Support Session

Jump To Dialog

To Jump without a pre-installed client, open the Jump to… dialog from:

  • The Support menu of the representative console
  • The Start button at the top of the representative console
  • The Jump To button at the top of the representative console

From the Jumpoint dropdown, select the network that hosts the computer you wish to access. Depending on your account permissions, you can Jump to a system on your local network or a network on which a Jumpoint is installed.

Jump Zone Browser

Enter the hostname or IP address of the system you wish to support. Alternatively, if network browsing is enabled from the /login > Configuration > Jumpoint page, you can click the [...] button to browse the directory tree.

Once you have located the computer you wish to access, click Jump.

 

Enter Credentials

You must provide administrative credentials to the remote computer in order to complete the Jump. The administrative rights must be either a local administrator on the remote system or a domain administrator.

 

Jump in Progress

Your Jumpoint will upload the customer client files to the remote system and attempt to start a session. Depending on the session permissions, the end-user may be prompted to accept or deny the session. If no response is received within a defined interval of time, the session will either start or cancel, again depending on the session permissions.

Note: If you need to access systems through a Jumpoint when no user is available, make sure the public portal permissions and your account permissions are set either to disable prompting or to default to Allow.

Remote Desktop Protocol

Remote Desktop Protocol (RDP) is supported starting with Bomgar 14.1.

Use Bomgar to start a Remote Desktop Protocol (RDP) session with a remote Windows system. Because remote desktop protocol sessions are proxied through a Jumpoint and converted to Bomgar sessions, representatives can share or transfer sessions, and sessions can be automatically audited and recorded as your administrator has defined for your site.

Remote Desktop Protocol Dialog

To start an RDP session, open the Remote Desktop Protocol dialog from:

  • The Support menu of the representative console
  • The RDP To button at the top of the representative console

Select a Jumpoint and then enter the hostname or IP address of the computer you wish to support.

Note: By default, the RDP server listens on port 3389, which is therefore the default port Bomgar attempts. If the remote RDP server is configured to use a different port, add it after the hostname or IP address in the form of <hostname>:<port> or <ipaddress>:<port> (e.g., 10.10.24.127:40000).

Provide the username to sign in as.

Choose the resolution at which to view the remote system. This can be the same size as your primary monitor, the size of all of your monitors combined, or one of several standard sizes.

Select the quality at which to view the remote screen. This cannot be changed during the remote desktop protocol (RDP) session. View the remote screen in 2-bit gray scale for the lowest bandwidth consumption, 8-bit color for fast performance, 16-bit for a medium quality of image and performance, or 32-bit for the highest image resolution.

To start a console session rather than a new session, check the Console Session box.

To import an RDP file, click the Import button. This pre-populates some of the fields required for the remote desktop protocol connection.

To begin the remote desktop (RDP) session, click Jump.

Enter RDP Credentials

You will be prompted to enter the password for the username you specified earlier.

 

Screen Share in RDP Session

Your remote desktop protocol (RDP) session will now begin. Begin screen sharing to view the remote desktop. You can send the Ctrl-Alt-Del command, capture a screenshot of the remote desktop, and share text clipboard contents. You also can share or transfer the RDP session with other logged-in representatives, following the normal rules of your user account settings.

Shell Jump

With Shell Jump, quickly connect to an SSH-enabled or Telnet-enabled network device to use the command line feature on that remote system. For example, run a standardized script across multiple systems to install a needed patch, or troubleshoot a network issue.

To start a Shell Jump session, open the Shell Jump dialog from:

  • The Support menu of the representative console
  • The Shell Jump button at the top of the representative console

Shell Jump :: Provisioned

Select a Jumpoint and then choose a provisioned system to which you would like to Shell Jump. Then click Jump.

 

Shell Jump :: Open

Alternatively, if this Jumpoint is set up with open access or limited access, you can enter a hostname or IP address for a remote device, along with the username to sign in as.

Choose the Protocol to use, either SSH or Telnet. Port automatically switches to the default port for the selected protocol but can be modified to fit your network settings. Select the Terminal Type, either xterm or VT100. You can also select to Send null packets to keep idle sessions from ending. Enter the number of seconds to wait between each packet send.

Then click Jump.

 

Shell Jump Server Host Key

If attempting to Shell Jump to an SSH device without a cached host key, you will receive an alert that the server's host key is not cached and that there is no guarantee that the server is the computer you think it is.

If you choose Save Key and Connect, then the key will be cached on the Jumpoint's host system so that future attempts to Shell Jump to this system will not result in this prompt. Connect Only will start the session without caching the key, and Abort will end the Shell Jump session.

When you Shell Jump to a remote device, a command shell session will immediately start with that device. If you are Shell Jumping to a provisioned SSH device with an unencrypted key or with an encrypted key whose password has been cached, you will not be prompted for a password. Otherwise, you will be required to enter a password. You can then send commands to the remote system.

Shell Jump Session

Intel® vPro

Using Intel® Active Management Technology, privileged representatives can support fully provisioned Intel® vPro Windows systems below the OS level, regardless of the status or power state of these remote systems. To use Intel® vPro support, you must have access to a Jumpoint with Intel® vPro enabled and must have the user account permission Allowed to control a computer using Intel® vPro Technology enabled.

Note: To support vPro systems, the Bomgar Appliance must be running software version 12.1 or greater. Prior to 14.2, it must have Enterprise licensing. Remote systems using vPro with AMT version 5 or higher may be supported with Bomgar.

Start a vPro Session

To start a session with an Intel® vPro system, open the Intel® vPro dialog from:

  • The Support menu of the representative console
  • The Intel® vPro button at the top of the representative console

 

Jump to Intel vPro System

Select a vPro-enabled Jumpoint from the dropdown, and then enter the hostname or IP address of the remote vPro system you wish to access. Click Jump. You may also need to enter a username and password.

The Jumpoint will detect the provisioned vPro hardware. If the credentials, provided during either the Jumpoint configuration or the Jump attempt, match the credentials of the vPro-provisioned system, the connection will be initiated.

 

vPro Consent Prompt

Depending on how the vPro computer is provisioned, you may be prompted to enter a user consent code before performing certain actions.

 

vPro User Consent Notice

If a consent code is required, a pop-up will appear on the remote screen. The customer must provide you with this code before you can gain hardware access.

 

Intel vPro Support

Once the connection is made, you will have control of the remote vPro hardware. You can then use the vPro session tools to support the remote system.

For more information on supporting Intel® vPro systems, see the Representative Guide at www.bomgar.com/docs/content/bomgar-rep-console/intel-vpro-support.htm.