Support

Help & Support button

In the dock, there is the following button, which will take you to the comprehensive IT and computing FAQs at http://www.ed.ac.uk/is/it-help

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:

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:

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

To have admin rights to your Mac granted, please take note of your computer name using the instructions above and then:

Checking your admin rights

Once the Helpline have set up the admin rights group for your computer's name, please:

1. Launch the 'Self Service' app from the Dock or from your Applications folder.
2. Click on 'Utilities' on the left.
3. Run the utility called 'Check Admin Rights', which confirms with the group and grants the rights.