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Summary
The steps below outline how to receive assistance with Microsoft Remote Help on your computer, and what prompts will display when a IT support technician initiates the remote connection.
Receiving Help with Microsoft Remote Help
Once you have requested help from IT Support, a window will appear on your device requesting you to sign-in.
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Click: Sign in.
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Select your Microsoft work or school account that uses your KU Online ID (example: j123h456).
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The IT support technician will launch Remote Help and you will see the following messages in the middle and bottom of your screen notifying you that the Remote Assistance Session is starting.
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You will receive a notification to allow or decline the support connection. Click: Allow to begin the support session.
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You will see the support heads-up-display show at the top of your screen once the IT support technician has connected, and they will now be able to view and control your screen to provide assistance.
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Once your remote assistance session has ended, you will receive the following message, and you may close all open support windows and return to normal use of your device.
Article Changelog
3/2/2026
- Annual article review and updates resulting in minor changes to written text.
1/24/2026
- Article updated to basic visual standard.