Start a Remote Support Session
This allows the IT technician to see your screen to help troubleshoot issues.
Representatives
What happens next?
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Select your Technician
Click on the name of the technician who is assisting you from the list of representatives above.
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Chat and Sharing Applet Appears
Enter your name, then click "Submit."
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Click Allow When Prompted
Your technician will ask permission before they can see your screen — nothing happens until you select Allow, choose what you want to share, then click "Share."
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End the session when you're done
Click "Stop Sharing" at any time to disconnect immediately. The software removes itself automatically.
Additional information and guidance
Before you connect
- Close any files you don't want the technician to see
- Save any open work to cloud storage — it's good practice before any support session
- Your technician will never ask for your UMass Lowell password, but may ask for you to type it in on their behalf.
What the software can and can't do
- Your technician can only see your screen with your explicit permission
- You will see everything they do in real time
- Access ends the moment you click "Stop Sharing"
- The BeyondTrust client removes itself after the session closes
How to recognize a scam
- We will never call you unsolicited about a computer problem
- We will never ask for your password over the phone or in a session
- If you didn't contact us first — hang up and call us directly: (978) 934-4357
- Type this URL (supportme.uml.edu) directly into your browser — don't follow links in unexpected emails