ConnectIT - Technical FAQs

How does ConnectIT work?

ConnectIT is a Massey University implementation of LogMeInRescue remote access and remote control software, which allows ITS support staff access and remote control of your computer via the internet.

ConnectIT sessions are initiated via an access process managed by the LogMeInRescue servers (external), which confirm you are connecting to a legitimate ConnectIT installation.  Connection is via a unique PIN entry process, accessed from http://ConnectIT.massey.ac.nz

After the initial connection is confirmed, communication will be maintained / managed securely between your computer and the ITS support staff member's computer.  ConnectIT employs end-to-end, 256-bit SSL encryption throughout the intialisation and during the entire support session. 

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ConnectIT allows ITS support staff to have full control of your computer, expressly with your permission, and enables support staff to use their mouse and keyboard to control the your computer, enabling assistance as if onsite with you.  This can be especially helpful if, for example, your request requires exploration of a fault or require assistance with a change such as install or update of business software. 

Alternatively ITS support staff can request the session, expressly with your permission, to view your computer but not control it.  This can be useful to assist the support staff to understand your request if, for example, you are having trouble with a function within software.

What are the terms and conditions for use of ConnectIT?

A copy of the terms and conditions for the Massey University ConnectIT connection are shown below.  Acceptance of these terms and conditions is required to continue with the support session.

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If you have any questions about the terms and conditions please discuss these with the ITS support staff member you are working with, alternatively you can request more information from the ITS Service Manager in your region (Albany, Wellington or Palmerston North). 

How do ITS Support staff take control of my desktop?

When a Massey University staff member or student has logged a request with the ITS Service Desk an ITS support staff member will be in touch to offer remote support via ConnectIT.  In most instances the support person will discuss this with you over the phone.  ITS support staff will start a ConnectIT session and will provide you with a PIN code unique to your support session and assist you with the connection.

Entry of this PIN can be via your browser (no installation required) or the ConnectIT calling card application (which can be installed to your desktop).

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    Is this service available for my other devices?

    ConnectIT assistance on home computers or mobile phones is not presently offered. 

    Support on Massey University computers may be available on Windows Vista, XP and 2000 and early versions of Mac OS X (10.5 or earlier) but is not reflected in the documentation.  Full support may not be available for these older Operating Systems.  Please contact the ITS Service Desk to discuss options for moving to current Operating Systems (Windows 7 and Mac OS X 10.8).

    Will I receive email links for this service?

    Massey’s preferred method of connection is by use of PIN entry during a phone call.  If however, there are phone issues then ITS support staff may email you the link and PIN code.

    Please note this email will ALWAYS come from a Massey email address and will NEVER include a link directly to LogMeIn servers, as LogMeIn emails have been used in phishing / scam email attempts worldwide. 

    Massey Contact Centre Mon - Fri 8:30am to 5:00pm 0800 MASSEY (+64 6 350 5701) TXT 5222 contact@massey.ac.nz Web chat MyMassey Staff Alumni News Māori @ Massey