It may be helpful or necessary for a TaxSlayer Pro support agent to connect with your computer to help diagnose a problem. We do this with an application called BeyondTrust.
If you're using a Mac, here are the steps you'll follow to connect with us, and they assume you're using macOS Ventura. The procedural flow may be different for you if you're using an older macOS such as Monterey or Big Sur, or a newer version such as Sonoma, i.e., the messages may be worded differently, you may need to navigate to the System Preferences menu (rather than be taken directly there), and if you're using a MacBook with touch ID you may be prompted to touch the sensor.
But, the general idea is to download and install the BeyondTrust application (aka "Bomgar"), then in the Preferences menu give it Screen Recording and Accessibility permissions under Security & Privacy.
Also, the steps that relate to the System Preferences menu only have to be done the first time you use BeyondTrust.
1. Go to the website taxsupport.beyondtrustcloud.com.
2. The TaxSlayer Pro support agent will provide you a 7-digit Session Key. Enter the Session Key and click the orange Submit button.
Note: The BeyondTrust application is made for PCs that use Intel processors. If your Mac has an "Apple Silicon" M-series processor, you will be queried about installing Rosetta if it hasn't already been installed. Rosetta is made by Apple and is used to translate Intel commands to Apple Silicon. If you are asked to install Rosetta, click Install. Once installed, you won't be asked to install it again. (Click here for more information about Rosetta.)
3. You will be asked, "Would you like to start a support session with [name]?". Click Yes.
4. The file "Open To Start Support Session.zip" will be downloaded and show in a Finder window. Click Save. If prompted that it already exists, click Replace.
5. Follow the on-screen instructions to click the Downloads window icon in the Toolbar.
6. In the Downloads menu, double-click the file "Open To Start Support Session.zip"
7. In the Downloads window, double-click the app "Open To Start Support Session.app". You will see a message:
Click Open.
8. You will eventually see an image of two computers communicating with each other, and when they connect you'll see this window:
After a few seconds you'll see a request on top of this window asking for control:
Click Allow.
At this point, the agent should be able to see your Desktop though won't be able to control your mouse.
You can minimize the small "Remote Support Customer Client" window if you wish
or just let other windows cover it. Don't close it as this will end the session.
9. You'll then see this message regarding Screen Recording:
10. Click Open System Settings to open the Screen Recording section of Security & Privacy preferences:
Click the toggle to the right of "Remote Support Customer Client". You'll be asked to enter your password to allow this:
11. If you encounter this message, click Quit & Reopen:
12. In the "Action Required" window, click the Grant Access button under Accessibility.
Note: You do not need to grant Full Disk Access.
13. You will be taken to the Accessibility section of Security & Preferences:
As in Step 10 above with Screen Recording preferences, click the toggle to the right of "Remote Support Customer Client" to enable Accessibility.
At this point, our support agent should be able to both see your screen and control your mouse.
Ending the session
When you and our agent are finished with the session, click the red close button at the top left of the Remote Support window, then click Yes to confirm.