Microsoft Remote Help enables Digital Services support staff to assist you remotely by sharing your screen securely and without needing to connect to Deakin's VPN.

Configure Microsoft Remote Help

This only needs to be done once.

1. From your Applications folder, open Microsoft Remote Help.
2. Accessibility should already be configured (green tick). You must allow Screen Recording functionality to proceed.
   Click Set up.
   
3. Click Open System Settings.
   
4. System Settings opens. In Screen Recording, slide the "on" switch for Microsoft Remote Help.
   Click Quit & Reopen.
   
   
5. Microsoft Remote Help closes and reopens. Close System Settings.

Sign into Microsoft Remote Help

Your Deakin credentials will be saved between Remote Help sessions, so you won't have to sign in every time. However, you may need to re-authenticate after you change your password.

1. To sign in, open Microsoft Remote Help.
   
2. Enter your Deakin email address and click Next.
3. Sign into Deakin's Single Sign On card. Complete Duo Multifactor Authentication.
   
4. If you see a message About your privacy, click OK.
5. Microsoft Remote Help shows you're signed in and ready to receive assistance.
   

Getting assistance using Microsoft Remote Help

When receiving assistance from Digital Services, you may be asked to establish a remote session with a support technician.

1. Open Microsoft Remote Help.
2. The support technician will give you a unique 8-character code. Enter this code carefully.
   
3. The support technician's name is shown to confirm this is who is connecting. Click Allow.
   
4. You might see prompts to allow Microsoft Remote Help to access the microphone. Click Don't Allow as this is not required for the connection.
   
   
5. Click Share screen, then choose the screen you wish to share with the support technician.
   
6. macOS 13.0 and below: Click Allow to Share Screen.
   
   macOS 14 and above: Use the Content to Share controls in the menubar to share the Screen.
   
7. Select the screen to share.
   
8. The support technician is connected and their name appears in the Remote Help status bar.
   

During your session

Use the Chat button to send text messages to the support technician.

Click the Stop button to end screen sharing. The person assisting you may also end the session from their end.

Troubleshooting

If you encounter issues with your account signing in through the Single Sign-On panel, or if Microsoft Remote Help is stuck in a perpetual "loading" animation:

1. Quit the Microsoft Remote Help app.
2. Open Applications > Utilities > Keychain Access app.
   If you're prompted to open Passwords instead, click Open Keychain Access.
3. Search for the word "primaryrefresh".
4. Delete the "primaryrefreshtoken" item.
   
5. Quit Keychain Access.
6. Re-open Microsoft Remote Help and sign in again.