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A general place for Remote Support conversations.

  • 68 Topics
  • 189 Replies
68 Topics
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BeyondTrust Employee
Phillip LBeyondTrust Employee
published in General
Customer Success Quarterly - 2025-Q1 - Remote Support

 Greetings! I'm Phillip Lehner, the Senior Director of Education at BeyondTrust, and I'm thrilled to lead our efforts in delivering exceptional learning experiences. I'm excited to share how we're elevating your journey with a new, streamlined method of accessing training: Success Included with BeyondTrust University.      At BeyondTrust University, we believe our customers deserve nothing short of excellence in the tools they use. That’s why we’ve launched 'Success Included' — to elevate your learning experience and ensure you achieve success with BeyondTrust’s solutions.  Success Included is an education program that makes foundational knowledge accessible to customers at no additional cost. It features easy-to-follow, self-paced eLearning courses that empower system administrators to configure and manage BeyondTrust products using industry best practices. Our goal is to equip learners with the knowledge needed to maximize the value of their investment with BeyondTrust. Because your

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BeyondTrust Employee
Sean Cashin
BeyondTrust Employee
Sean CashinBeyondTrust Employee
published in General
BeyondTrust Remote Support SaaS Service Security Investigation

 To get the latest information on this investigation, please see the following post: BeyondTrust Remote Support SaaS Security Advisory Please note that we have updated the security investigation as of 28-Jan-25, 5:45 PM Eastern Time. Please follow the link for additional details.

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Sean Cashin
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Apr 7 - Apr 14)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0022170 - Untrusted certificate warnings when using an RDP jump item KB0022174 - Best practices for Remote Support and Privileged Remote Access KB0022194 - How to create a registered app for Remote Support and Privileged Remote Access Vault KB0022195 - Error: This account has expired when trying to log into the administrative interface

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GloriaB
BeyondTrust Employee
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mhinszNewcomer
asked in General
Updating Jump Clients via SCCM

I’m seeking assistance to help untangle the mixture of BeyondTrust versions I have installed on our Windows devices. I’ve updated our appliance to verion 25.1.1, but our deployments still show verions 24.3.1 and 24.3.2 in our environment.  There are a lot of “Upgrade Pending” devices that I haven’t been able to resolve with the suggested methods of restarting the BeyondTrust service.  The Service appears to start, but quick stop again.  Do I need to create a task sequence that tries an update within the short window that the service is running?I feel like a complete uninstall is the best route forward, but my manual attempts to do so have not resulted in any positive results. 

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orionnwraApprentice
asked in General
New jump clients not appearing in representative console

We are having an issue where newly installed jump clients are not appearing in the representative console.  I filed a support request two days ago but have had no response.  I enabled debug logging on the client but there isn’t anything there that seems wrong.Anything else I can check on our end?

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Kenny Lyman
BeyondTrust Employee
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tnossemNewcomer
asked in General
Threatlocker Customer Joined Support Queue Randomly?

Experienced an unusal incident in which a support user had a unexpected session appear in their queue with the customer name displaying as “ Threatlocker” the support user stated that they had not sent out a support link / key to any clients or was expecting any kind of support connection . At first they thought it could have been a prior client re-opening a old bomgar file. But after verifiying logs can confirm that the prior client’s name was different than “Threatlocker” . Also to note the support user did not interact with the session and attempted to remove the session by right-clicking but was diabled.The session did eventually disconnect on its own. Upon reviewing the logs it seemed that the “threatlocker” cilent was commenting in the session a repeated message over and over again even after a “disconnected” state. I am thinking this could have been a bot of some sort. This instance only happened once and did not reappear . I attempted to do a generic search online to see if the

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GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Mar 31 - Apr 7)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021294 - How to integrate BeyondTrust Remote Support/Privileged Remote Access with Google for SAML Authentication KB0022108 - Privileged Remote Access and Remote Support 25.1 operating system certification matrix KB0022140 - Error when accessing security tab after software upgrade - An unexpected error occurred KB0022168 - File transfer completes with errors but fails to copy to folder KB0022169 - Jump Clients go offline when machine is in sleep mode. Error - The drive cannot find the sector requested KB0022170 - Untrusted certificate warnings when using an RDP jump item KB0022182 - How to perform an on-premise to on-premise SRA migration KB0022183 - Is it possible to remove reports from Remote Support or Privileged Remote Access?

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Mar 24 - Mar 31)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0022140 - Error when accessing security tab after software upgrade - An unexpected error occurred KB0022149 - Android Jump Clients prompt to allow screen casting "Exposing sensitive info during casting/recording"

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Mar 17 - Mar 24)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0022114 - How to add IP address and name to hosts file KB0022125 - Is Remote Support and Privileged Remote Access Affected by CVE-2025-27636 ? KB0022127 - What is the default driver location for new databases on SQL server? KB0022131 - The Organizational Unit (OU) is missing from the CSR request in /appliance KB0022133 - Unable to create new Jump Client. Error - The total number of deployable Jump Clients for this site has been reached

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GloriaB
BeyondTrust Employee
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Kylar34Apprentice
posted in General
How to Deploy the Jump Client MSI via Intune

Hello all!After numerous attempts, I finally managed to successfully deploy the BeyondTrust Jump Client (MSI x64) via Intune. To save others time and frustration, I’ve put together a step-by-step guide (attached) outlining the exact process I followed to get the Jump Client installed on managed devices through Intune.I hope this helps—feel free to reach out with any questions!

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edwinb77Apprentice
asked in General
Beyondtrust remote support and W365

we are moving some customers/colleague to also use Windows 365 and of course sometimes they might need some support. The situation is that the majority of our staff and also IT levels do not have admin rights at all on their workstations as the workstations and W365 are full Intune managed and in Autopilot USER-Mode. The way we currently do support and where admin level is required is to use BTRS to take over the device and elevate prompts through the magic wand options. The problem arises with Windows 365. The agent runs fine on the background and we see it also active in the representative consol, however when using the JUMP to access the workstation, the user is not getting any prompts to allow the representative access to the workstation most likely due to the nature of W365 being basically an RDP session. I've tried doing it the other way around by sending a code to the user and they key this in in the session URL and then we do get access to the device, however this is limited an

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GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Mar 10 - Mar 17)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021317 - Unable to login to Remote Support or Privileged Remote Access after adding certificates to a clustered LDAP provider "Failed to authenticate with 'password' using provider [4]: Unable to bind" KB0022055 - Domain discovery error - Failed to get information about discovery account KB0022075 - Unable to RDP - How to troubleshoot RDP KB0022081 - Approval emails for sessions have stopped working error - STMP error [450] Service unavailable KB0022085 - How to disable session recordings KB0022093 - Canned scripts with multiple files fail "Cannot find initialization file at... Please specify a valid initialization file"

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GloriaB
BeyondTrust Employee
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MikePacificoApprentice
asked in General
Android Jump client config via Intune

We are working on a mass deployment of the jump client to Zebra TC53e devices via Intune.  No issue installing the app, however the application configuration that needs to be setup to pin the client does not seem to be working.  I confirmed the Mass deployment key and Company API name are correct and that the app config successfully gets deployed to the device, however the jump client never gets pinned.   If I use the browser/URL to configure the jump client, everything works so I am assuming I don’t have something properly setup in Intune.   Any help would be greatly appreciated!  Any help would be greatly appreciated! 

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Tina_KRising Star
asked in General
Changing the customer_client_start_mode value via btapi.exe?

Hello again,we are making progress with the API. But now I have another question.If I try to change the value customer_client_start_mode via API (btapi.exe) I get an internal server error. My json file looks like this: If I remove the parameter for customer client start mode from the json file the API works. So it is not really a server error... I can change values like jump_group_id and name. But not the start mode of the customer client.I guess this is the setting I can change in the console here (but only for a few clients at a time...):Is there a way to change the value via API?

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zrobichaudRising Star
asked in General
RS and PRA client service keeps stopping

Hello,I’m hoping for some assistance with figuring out an issue that we have been experiencing in our deployment. Units will sometimes show they are offline in RS/PRA consoles, despite being online. I’ve worked with support in the early stages of our deployment for this issue, and I was able to make the required adjustments within our other systems to allow the programs to run properly, which fixed the majority of this issue. However, now it seems that if the computer is on for too long (goes ___ number of days without being turned off or restarted), the services will stop and need to be either manually started, or the computer turned off/restarted to get the services to come back online. This provides challenges as getting users to restart or turn off their computers periodically would be challenging to manage, and there are some units that are rarely restarted or powered off due to their function. Whenever this issue has arisen since we made the necessary changes to our anti-virus an

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mrsosoApprentice
asked in General
Supporting Highly Secured PCs Behind a Firewall

HELP.  We have the on prem Bomgar setup.  We also have computers that are on our LAN that are LOCKED DOWN.  These PCs have full access to the Bomgar server in our DMZ.  These PCs do not have Internet Access.  Internet Access is blocked for these PCs.  When Internet is blocked, we cannot manage these PCs over Bomgar.  As soon as we open up Internet, we can manage the PCs.  Here’s the other thing, we can enable internet access, jump to the PC, disable internet access, and we still have the remote access session up without issue.  There has to be some sort of internet check in that is happening for these PCs that is required.  Is there a way to manually add these PCs into Bomgar and not worry about this “phone home” check in that is happening?Thanks.  

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BeyondTrust Employee
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IanWApprentice
asked in General
Customer/End User Approval for Jump Client Sessions

We are looking to configure BT Remote Support to request approval from the end user bevore our support agents can connect to a jump point does anyone have any details as to how to configure this, i cant see it in the Admin interface. Thanks

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Shalini.RameshRising Star
asked in General
View custom reports

Hello All,For SOX audit purposes, we need to extract full list of ALL accounts stored in BeyondTrust along with group names, secret safe memberships, and details of all users to have access to the saved accounts.The in-built reports we already have under Reports and Audit does provide the above details. Please let me know if there is any way we can export the above report containing the details mentioned in BeyondTrust. 

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kmkarthickRising Star
asked in General
Significant API Changes post 24.3.2 Upgrade

I work for a retail organization with multiple Jump Groups, and automating the Jump Client installer download has always been a tedious but necessary task, especially since each appliance upgrade requires redownloading the installer.To streamline this, I developed an automated process that directly retrieved the appropriate installer from the appliance via API. This solution worked flawlessly for two years—until the 24.3.2 upgrade broke it. It appears that BeyondTrust modified the schema, introducing different key_info handling for MSI-based installers and, more frustratingly, removing the option to download EXE files entirely.What’s most aggravating is that none of these API changes were documented in the change log, making it difficult to adapt. Has anyone else encountered similar challenges post-24.3.2 upgrade? If so, have you found any viable workarounds?

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GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Feb 24 - Mar 3)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021306 - Issue clearing Windows clipboard sync on jump client KB0021309 - Jump Clients in a Jump Zone Proxy show online but some timeout when starting a session KB0021327 - Remote Sessions with Android TV - buttons do not work as expected KB0022060 - How to install an update set for RS or PRA in ServiceNow KB0022065 - Unable to install Jumpoint on Debian 11 OS. Error - PUSH_AGENT:ERROR exception occurred while connecting to gateway KB0022071 - Accessing Jump items is slow

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GloriaB
BeyondTrust Employee
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kmkarthickRising Star
asked in General
Endpoint Automation Question in 24.3.2

Have anyone upgraded to Remote Support 24.3.2 and using Endpoint Automation….  24.3.1 promised a new Endpoint Automation admin permission, and various UI improvements….. but i don’t see any such information in the release notes for 24.3.2 https://docs.beyondtrust.com/rs/changelog/remote-support-24-3-1https://docs.beyondtrust.com/rs/changelog/remote-support-24-3-2

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GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Feb 17 - Feb 24)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0022041 - After upgrade to RS or PRA version 24, outbound events for Service Now integration receive error: Maximum file exceeded KB0022051 - /login interface page times out after 10 minutes

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GloriaB
BeyondTrust Employee
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Tina_KRising Star
asked in General
Copy / Move jump clients to jump groups via API?

Hello, sorry, I have another question…I read the API guide and it seems that there is no way to copy / move a jump client (aka computer) to another jump group. There are only commands for users.I want to move or copy a client (or a list of clients via Powershell) from one jump group to another one. I can do that in the console one by one, but I would love to do that automatically via API.Is there a way?

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ckreherApprentice
asked in General
Remote Support 24.3.2 macos jump client

Just curious is anyone else is seeing the following…On a mac machine that has never had BT installed before. On first jump, the user is prompted to grant disk access, screen recording, etc. On the screen recording, the user is then prompted to quit and reopen or do that later. If you choose quit and reopen, the jump session works fine, but the icon for BT disappears from the menu tray. Once you end the jump session, the computer shows as offline in the console until one of 2 things happens. The remote computer is restarted or you wait 5-10 minutes. In that time, the icon reappears on its own and the computer can be jumped to again.I am testing on 15.3.1 and this issue was present in 24.3.1 as well.  Support “believes” this is intended but I have pushed back.  I can’t move forward with this version until support KNOWS this is the intended behavior.

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BeyondTrust Employee
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Tina_KRising Star
asked in General
Selecting a list of jump clients by hostname?

Hello there,we are using BT Remote Support and we often have to select and move / delete a lot of jump clients at once (because devices get scrapped or moved somewhere else).It is pretty tiring to select them one by one… (and no, waiting for the auto deletion of non-connected jump clients after x days is no solution in this case...)It would be so easy if there was a way to make a selection for more than one hostname in the search bar, so I could copy a list of ten or more hostnames in there and get a list with all the clients.I would also appreciate an API to do so, but I did not find a way to select a list of clients by hostname. Does anybody have the same issue and a solution for this? Best regards,Tina

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