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General Information

This page is intended to guide you through the steps to get (your Windows-based Mac) connected to a remote support session with a member of the Mac Tech team. In order to get your issue resolved more efficiently, we ask that you please carefully review and follow the stepsoutlined below.

Requirements

• Your Mac must be connected to the Internet through a web browser
• The Internet connection type (eg. WiFi / Ethernet / otherwise) does not matter
• The choice of browser does not matter
• You must be running Windows 7 or newer
• Need remote support for your macOS issues?

 

Getting Remote Support

The best way to get Mac Tech support via Bomgar is to follow these steps:

1. Call or email one of us,
   or use our shared mactech@sheridancollege.ca email address
   
   
2. Provide as much information as you can, such as: 
• Full name (as it appears in Sheridan systems)
• Sheridan username
• Your Apple device serial number
• The problem you're experiencing
• When the problem occurred (date and time)
• What you were doing when the problem occurred
• What you tried to do to solve the problem (if applicable)
  
  
3. Once we respond (via email or answering your call),
   we will ask that you visit this link: support.sheridancollege.ca
   
   
4. We will provide a "Session Key" for you to enter into the field at that page
   
5. When you see this message appear in your browser,
   Click the "Click here" link and it will download the Bomgar software
   
   
6. Open the software that is downloaded
   
   
7. If you see this warning from Windows, click "Run"
   
   
8. You should now see this window
   This means that we are now remotely connected with your computer
   
9. Last but not least: if you see this message appear, click "Yes"
   

 

Disconnecting from Remote Support

1. When your remote support session is finished,
   Bomgar software will automatically indicate that it has disabled its software on your computer, for your peace of mind
   
   
2. Your Internet browser will then show this page
   

Support

If you have any issue with any of the requirements or instructions,
please contact us directly by emailing mactech@sheridancollege.ca