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EHBs KB for Grantees

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Overview
The EHBs Screen Sharing feature will allow the HRSA Contact Center staff to see your screen while assisting with your EHBs related request.
While the Contact Center is assisting you over the phone, it may become apparent that a Screen Sharing session will help in addressing your question more efficiently. If that is the case, the Contact Center staff will initiate a screen sharing session and instruct you to access the session.
Info
titleInitiation a Screen Sharing session

Only HRSA Contact Center staff can initiate a screen sharing session.

Tip
titleHRSA Contact Center information

Please call the HRSA EHBs Contact Center if you need assistance with HRSA EHBs.

Instructions for Accessing the EHBs Screen Sharing
1.Contact HRSA EHBs Contact Center to address your question. If you think that sharing your screen with the Contact Center staff will be helpful, you can request a screen sharing session with the Contact Center Staff.

2.

When instructed by the Contact Center staff, click on the Share My Screen under the Resources tab in the top navigation.EHBs Top Navigation
3.

You will see this message if the screen share session is not available, or if your internet browser is not setup for screen sharing.

Info

Refer to the troubleshooting section on the bottom of this page if you keep getting this message.

Screen Sharing session not initiated note
4.Browser prompts may open for Adobe Connect. Please click on "Allow" to proceed. If these prompts do not appear, proceed to the next step.

 

 

 

 

 Image Removed
5.

Adobe Connect window will open. (it may open as a minimized window)

Adobe Connect is a tool that HRSA is using for the screen sharing capability.

Read the privacy and security notices on the page and click on the OK button if you agree to proceed.

 

Abobe Connect privacy and security notices
6.Once the session window opens, you will join as a Participant. Wait for the Contact Center Staff to make you a presenter.
7.Once you are able to see the Share My Screen menu, select the "Share My Screen" option.
8.

When presented with screen sharing options, we recommend that you share only the EHBs application.

We value your privacy and request that you close applications and browser tabs with sensitive information prior to sharing your screen.

Adobe Connect - Share EHBs Screen
Warning
titleTroubleshooting steps

  1. The Adobe Connect add-in is required to share your screen with the HRSA staff. Your internet browser must allow add-in installation in order to for you take advantage of the Screen Sharing functionality.

  2. If the Adobe Connect Add-in is not installed, then trying to share your screen results in a prompt to download and install the Add-in (or "Lightning download").

  3. Even if the Add-in is installed, Flash Player is still required to share your screen.

  4. If you see the "Screen Sharing session has not been initiated" message when clicking on the "Share My Screen" item in the Top Navigation, communicate this to the Contact Center for further assistance.