Remote Support Options

The Math Computing Group offers remote support to School of Math users who are off campus, using applications such as TeamViewer and Zoom. To take advantage of this service, please schedule a date and time with the Math Computing Group in advance.

TeamViewer is a fast and secure all-in-one solution for remotely accessing computers. You can download the installer file from the TeamViewer website.

For issues that require a TeamViewer session, the Math Computing Group Staff will ask you to open TeamViewer and provide your TeamViewer ID and password. This information can be found in the TeamViewer main window under Allow Remote Control. The image below shows an example of TeamViewer's interface. Because the TeamViewer password changes with each session, it is safe to send the password to the Math Computing Group via email.

TeamViewer main window

When the Math Computing Group Staff member connects to your computer via TeamViewer, they will be able to see everything on your computer that you can see and will be able to assist you with the issue you are experiencing.

[Note: If you are using Mac OS X 10.14 or higher, you will need to grant TeamViewer access to Screen Recording, Accessibility, and Full Disk Access before the School of Math Help Desk Staff will be able to successfully interact with your computer. Please see TeamViewer's "Remote control a Mac" webpage for additional instructions.]

The Math Computing Group can also provide remote support via Zoom.  Before beginning this process:

  1. Ensure the Zoom application is installed on your device.  If it is not already installed, please visit the Zoom downloads webpage to download and install the application on your device.
  2. Schedule a date and time for the remote support request with the Math Computing Group.

On the date and time of the scheduled Zoom meeting:

  1. A Math Computing Group Staff Member will send you a Zoom meeting invitation.  Please join the meeting.
  2. After you join the meeting, the Math Computing Group Staff Member will send a request to control your computer.  Please check the box next to "I confirm that I know and trust this user" and click the Approve button.
  3. The Math Computing Group Staff Member will now be able to see the desktop on your device.

[Note: macOSX users may need to grant certain access levels to the Zoom application before the remote support will work.]