On-Demand Assist provides an easy way to get support from your organization. This guide will walk through the steps needed to establish an On-Demand Assist session.
Step 1 – Go to https://www.realvnc.help
Open a web browser and go to https://www.realvnc.help. You will see this page.
Step 2 – Download the On Demand Assist file.
Click the button circled in red above. This will automatically download the On-Demand-Assist..pkg file to your computer.
You might not see it, but it has downloaded. To see the file, go to your Browser Download list. In Safari, you can find the list of files you have downloaded by going to the download icon in the upper right corner of your Safari as shown.
Double click on the file to install.
You will see a MacOS window open, click on the Open button.
Step 3 – Start the On Demand Assist Session
After running the On Demand Assist executable, you will see a MacOS prompt appear. Please click the Open System Settings button.
Click Open System Settings.
It will take you to the System Settings | Privacy and Security | Accessibility. Please toggle on the On-Demand-Assist-3.0 and the odserver.
When you click to change the setting, you will have to authenticate with an admin user name and password.
Enter your MacOS username and password to make the change. The Accessibility screen will display this on completion.
After making the permissions changes, the ODA window will open and ask you for a 9 digit code. This will be provided to you by the person helping you.
Step 3a (if needed)
Depending on the MacOS version, you could see additional prompts. You will need to click Allow, or the Open System Settings button and toggle the On-Demand-Assist option.
If you see this prompt, click Allow.
If you see this prompt, click Open System Settings and go to Screen and System Audio Recording.
and Toggle the On-Demand-Assist to Yes.
If you see this, click Allow for One Month.
Step 4 – Enter the code from the Technician and click Connect
Step 5 – Acknowledge the security prompt and click Confirm to start the connection.
NOTE: Please verify that the Name, Team and Email are correct and that they are from the person you are working with. Do not click Connect if there are any indications that it is not the person you expect. IE, misspelled names, unknown email addresses or unknown team names.
Step 6 – End the Connection when finished.
While the connection is ongoing, there will be a floating window that shows communications from the technician and that allows you to end the session.
To end the session, click on the “End Session” button. If the technician ends the session on their side, the window will update as shown. Please click the Close button to close out your side of the session.
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