Support

Help & Support button

In the dock, there is the following button, which will take you to the comprehensive IT and computing FAQs at /help-consultancy/it-help

Image

This is the recommended method to try initially whenever you need general IT assistance.

Remote Support

When in contact with the IS Helpline, to help them initiate remote assistance on your supported desktop Mac, please do the following:

1. Press the 'RemoteSupport' button in your dock:

Image

2. This will launch your default web browser and open at  a 'UoE Remote Support' webpage.
3. Enter the 'Session Key' the support colleague will give you and press 'Submit'.
4. This should download and open a .dmg file beginning 'Bomgar....' to your Downloads folder.
5. Run the 'Double-Click To Start Support Sesson.app' file inside it to allow the colleague to remotely connect to your Mac.

Computer Name

Should you need to know the name of your Mac as assigned by Information Services, it should automatically be displayed in the area near the clock, for example:

Image

An iMac, Mac Mini or Mac Pro with a wired network connection will have a name that pertains to its School, e.g. health-mac021

MacBooks have names that are auto-generated by a 3-character code pertaining to the School and the machine's serial number, e.g. P5L-VMB3PUCynOHK.

Supported Browsers

For full details of the web browsers supported on University managed computers, please see:

Supported Web Browsers

Admin rights

Typically, users don't require permanent admin rights but rather can install all manner of managed software via the Self Service. For this reason, and in an effort to help increase general security on University-managed Mac computers, the Privileges method has been created.

Installing Privileges

1. Open the Self Service app found in the dock or the Applications folder.
2. At the bottom-left, click Log In, this will redirect to a University Login page.
3. Search for "Privileges" in Self Service and install "Privileges - Admin Toggle".

More information: Privileges