Remote support

1

Before you start

This service is only for university students and staff who have asked the university's IT team for something, like help with a problem, software or a licence.

I contacted the IT team myself I noticed a problem or needed something, like software, and called, started a chat or used self-service. Someone else told me there was a problem For example, a call, text, email or pop-up saying something is wrong with my computer or account, and telling me to come here.

Please don't continue. The university won't ask to connect to your computer unless you asked for something first. Messages saying your computer has a virus or your account is at risk are a common trick. End the call or close the message, even if they say they're from the university.

Not sure who you're talking to? End the call and contact the university using the details on its website. Our staff won't mind you checking.
2

Download the remote support app (AnyDesk)
Choose your computer below
Other versions: Windows Mac Linux
3
Open the app and connect
1. Close any emails, documents or websites you don't want our team to see.
2. Open RemoteSupport.exe from your browser's downloads. If Windows asks if you want to run it, click Run or Yes.
3. Open RemoteSupport.dmg, then open the app inside. If your Mac asks if you want to open it, click Open.
4. Extract RemoteSupport.tar.gz and run the app inside.
5. Open the file you downloaded from your browser's downloads.
6. Tell our team the ID number shown in the app.
7. When the connection request pops up, click Accept. Only do this while you're talking to our team.
On a Mac? You'll need to allow access the first time
1. When "Configure Permissions" appears, click Configure.
2. In System Settings › Privacy & Security, turn on AnyDesk under Accessibility and Screen Recording. Enter your Mac password if asked.
3. If our team needs to get to your files, turn it on under Full Disk Access too.
4. If it asks you to, quit and reopen the app.
On older macOS, go to System Preferences › Security & Privacy › Privacy and click the padlock to make changes.
4
During and after your session
- You'll see everything we do It all happens on your screen.
- We won't ask for passwords or bank details If anyone does while connected, close the app.
- You can end it at any time Close the app, or turn off your computer. We can't reconnect unless you open it again.

Before you start

Download the remote support app (AnyDesk)

Open the app and connect

On a Mac? You'll need to allow access the first time

During and after your session