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Remote Support on macOS

UNC Asheville ITS uses BeyondTrust to provide remote support.

BeyondTrust creates a secure, encrypted connection between your Mac and ITS support staff. If an ITS staff member asks you to start a remote support session, use one of the following methods to begin.

  1. Navigate to the following link: https://support.unca.edu/

  2. From here click on the username of the representative.

    image-20240812-175238.png

  3. After clicking the username, a webpage will appear giving instructions for the download. It will automatically attempt to download the file. Check for your browser downloads or in the Downloads folder

    image-20240812-192817.png

  4. Double click on the red icon for the Open To Start Support Session application

    image-20240812-192847.png

  5. A prompt will appear asking if you wish to run this application. Click Open

    image-20240812-192834.png

  6. The program will likely prompt you to enable Screen Recording. You can do this on your own! Click Open System Settings.

    image-20240812-192901.png

  7. The Screen and System Audio Recording panel appears. Scroll down to “Open To Start Support Session” and on the right hand side click the button.

    image-20240812-192919.png

  8. Likely you have been prompted to Quit and Reopen the application. Please do so.

    image-20240812-192935.png

  9. At this point you should be fully connected with the technician. You may need to click Allow to grant access to the technician.

    image-20240812-193444.png

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