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University of Waterloo Support Portal

Starting a Session

  • Phone a technical support representative
  • They will give you a session key and direct you to visit this site
  • Type the session key below and click submit
  • You will be asked to confirm that you would like to start a session with the representative. Click Yes.
  • You will be asked if you want to run or save the file. Click Run.
  • You may receive a security warning. Confirm that the windows shows the Publisher as Bomgar Corporation, then click Run.
  • You will be asked if you allow your screen to be recorded.
  • If you refuse screen recording, you can still continue with the session.
  • Information about the session, chat messages, and actions are always recorded.
  • Recordings are kept for 90 days.

Session Key  

Maintenance 29 May 2019

8:10am: Bomgar was updated to version 19.1.3 and is now back in service

Maintenance Window

  • Maintenance may be performed Wednesday mornings from 8am to 10am.
  • Support rep software should update on the next run
  • If the support rep software does not update, uninstall and reinstall the version from the Login for Bomgar support reps

Bomgar support reps have access to the following resources:

Login for Bomgar support reps

Documentation for IST Staff

BeyondTrust Remote Support