Overview

The following are things that you can except to perform when starting a Remote Support Session with a technician.

Table of Content

Starting Remote Session

  1. Once starting a Remote Session through https://itchat.usf.edu, a download will start and will you see the below message.


  2. Once download is completed, navigate to Downloads and open Open To Start Support Session.zip (if using Safari, skip to next step).


  3. Open Open To Start Support Session.


  4. Select Open.


  5. Put a dot on I have read and agree to the terms above and select OK.


  6. Your Remote Session will begin with a technician.

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Allowing Permissions for Screen Sharing

The technician might need to share your screen to better assist you with an issue. To allow this, you will need to grant the technician permissions. Below is what you will need to perform once the technician requests to Screen Share.

All 3 permissions must be given in order to allow the screen sharing.


  1. Select Open System Preferences.


  2. The below pop up will occur. Select Grant Access under Screen Recording.


  3. Select Click the lock to make changes.


  4. Enter your Mac Password and select Unlock.


  5. Place a check mark next to Remote Support Customer Client.


  6. Select Quit & Reopen.


  7. Go back to Action Required and select Grant Access under Accessibility.


  8. Select Click the lock to make changes if needed.


  9. Enter your Mac Password and select Unlock if needed.


  10. Place a check mark next to Remote Support Customer Client.


  11. Go back to Actions Required and select Grant Access under Full Disk Access.


  12. Select Click the lock to make changes if needed.


  13. Enter your Mac Password and select Unlock if needed


  14. Place a check mark next to Remote Support Customer Client.


  15. Select Quit & Reopen.


  16. Your Remote Session will continue.

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Ending Remote Session

  1. Select the red X at the top left of the chat window.

If you are unable to solve your issue with this knowledge base article, please contact the USF IT Service Desk by calling (813) 974-HELP (4357) or emailing help@usf.edu. 

If you find any errors or omissions in any knowledge base article, please contact and inform the USF IT Service Desk by calling (813) 974-HELP (4357) or emailing help@usf.edu.