University Computer Help Desk

Before You Begin

Your technical support staff can create support meetings in WebVPN. Join a support meeting to allow your technical support staff to temporarily remotely control your computer. This is useful for troubleshooting and resolving technical computer issues.

Only authorized technical support staff can create support meetings in WebVPN. For more information, refer to 1496: Creating a support meeting in WebVPN.

Java and/or ActiveX Required

Java is required for Firefox, Chrome, and Safari. If you are using Internet Explorer, you will be prompted to install an ActiveX control the first time you use support meetings in WebVPN. If you do not have Java or the necessary ActiveX control installed, you will be unable to join a support meeting in WebVPN.

Join a Support Meeting

Before you can join a support meeting, your technical support staff must provide you with the meeting web address and the meeting password.

To join a support meeting in WebVPN, do the following:

1. Go to the meeting web address provided by your technical support staff.
   
   • The web address will look like this:
     https://webvpn.ilstu.edu/meeting/########
     (where ######## is a number).
2. Enter your first and last name in the box labeled Your Name.
3. Enter the meeting password for the support meeting in the box labeled Meeting Password.
   
   • This is a special password for the support meeting. It is not your regular password.
4. Put a check mark in the box labeled I agree to the Terms of Use.
5. Click Join.
6. Click Join Meeting.
   
   • The first time you start a support meeting, the Juniper Secure Meeting program will be installed and opened.
7. A Control Request window will appear, which says, "ulid" is requesting control (where "ulid" is the ULID of your technical support staff).
   
   • To grant control of your computer to your technical support staff, click Grant.
   • Otherwise, click Deny.

Your technical support staff now has complete control over your computer. If you watch your screen, you will see everything the technical support staff member is doing.

While your computer is being remote controlled, you should avoid using your keyboard and mouse. Using your keyboard or mouse while your computer is being remotely controlled will interfere with your technical support person's ability to effectively control your computer.

Take Control

At any time, you can take control of your computer by opening the Secure Meeting window and clicking Take Control.

End Support Meeting

At any time, you can end a support meeting by opening the Secure Meeting window. Click Exit Meeting to end the support meeting. After a support meeting ends, your technical support staff can no longer remotely control your computer.