A general place for Remote Support conversations.
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Remote Support Labs: Exploring What’s Possible Remote Support Labs is the new BeyondTrust community space dedicated to extending and evolving secure Remote Support. The idea is to bring together practical examples, shared experiments, and emerging patterns that help organizations work more efficiently, automate safely, and improve support outcomes. Rather than providing finished solutions, Labs highlights areas where customers are actively building, testing, and refining ideas, creating a foundation for shared learning and innovation. A Community Focused on Practical Extensions Remote Support Labs will rely on artifacts that extend BeyondTrust Remote Support in real environments, including: Reusable scripts and special actions Endpoint automation concepts API-driven workflows Lightweight tools and integrations The emphasis is on how teams approach problems, not on prescribing a single implementation path. Contributions are meant to inform, inspire, and encourage exploration, not
With the 26.3 release of Secure Remote Access (GA targeted for October 15, 2026), BeyondTrust will begin automatically upgrading deployments that have opted in to automatic updates. Upgrades occur only during your selected maintenance window, with advance notice, based on the Automatic Updates Channel you've chosen. Channels are activated in phases. Fast Track deployments will be upgraded to 26.3.x beginning approximately mid-November 2026. Standard Track deployments will receive their first automatic upgrade (to 26.3.x) after 27.1 ships, and Enterprise Track deployments after 27.2 ships. No deployment will ever be automatically moved to a version older than 26.3. This applies only to deployments on 25.3.1 or later with Automatically install the latest updates during maintenance day(s) and time enabled. Your channel affects version upgrades only; patches for your current version and critical security patches are not affected by your channel selection. We recommend reviewing your settin
BeyondTrust Remote Support (RS) and certain older versions of Privileged Remote Access (PRA) contain a critical pre-authentication remote code execution vulnerability. By sending specially crafted requests, an unauthenticated remote attacker may be able to execute operating system commands in the context of the site user.A patch has been applied to all Remote Support & Privileged Remote Access SaaS customers as of Feb 2, 2026 that remediates this vulnerability (No further action is required for these sites). For the latest information on this Security Advisory from BeyondTrust, please reference the below post on our Trust Portal. Updates: 13-Feb-26 - The Security Advisory has been updated.13-Feb-26 - Knowledge Base article added: KB0023293 BeyondTrust Trust Portal - BT26-02Knowledge Base Article: KB0023293
Hey guys-We're planning to migrate our on-prem BeyondTrust Remote Support environment to the cloud and I'm curious to hear about others' experiences.We're working with a 90-day migration window and plan to build everything from scratch rather than restore a backup, mainly to clean things up and standardize our configuration. We're also planning to keep our existing hostname to minimize disruption.A few things I'm curious about: Did your existing Jump Clients continue working after cutover, or did you have to redeploy them? Were you able to keep using your existing rep consoles, or did those need to be reinstalled? Any general gotchas or things you wish you'd known before making the switch? We're working through some of these questions with Support, but it'd be great to hear from anyone who's been through it. Any advice or lessons learned would be appreciated!
Hello, I was wondering if anyone else is having any issues with logging into the Remote Support representative console after updating to macOS 27 Golden Gate?We are a small team, but so far we have four people who have updated, and currently two of them are not able to sign in. There is a spinning wheel for about 10-15 seconds after clicking login, and then it just stays on the authentication page as if nothing happened. Reinstalling the program doesn’t help, and we also tried using the following command:sudo tccutil reset All com.bomgar.bomgar-sccThis would allow one successful login, however the issue would happen again the net time we tried to login.
Hi. We have a default Group Policy for all support teams that gives access to all jump clients. The policy applies to all members of our tenant, using the tenant ID. Is there a way to exclude specific agents so that the policy does not apply to them? I want to set up a separate Group Policy only for one agent to have access to only a very limited number of jump clients, but I can’t if they are already a member of the default group because they are a tenant member.
Installing the Linux Remote Support jumpclient in system mode breaks our GDM authentication configuration by installing the file /etc/dconf/profile/gdm with the contents:user-db:user system-db:gdm file-db:/usr/share/gdm/greeter-dconf-defaultsRedHat systems configure gdm by default via the dconf site database. RedHat expects a confguration like:user-db:user system-db:local system-db:site system-db:distro By removing the local, site, and distro DBs you are completely breaking the standard RedHat configuration. This is completely irresponsible on your part to be modifying such a critical system configuration. This took most of my day to resolve and locked a couple of users out of their machines for a few hours.I had actually just decided to enable your automatic updating of Remote Support - but that is out the window now if you are going to be releasing stuff like this.
What’s New in BeyondTrust Remote Support 26.2: Knowledge That Outlasts the Session Converting live sessions into structured, reusable knowledge without sacrificing security, BeyondTrust Remote Support 26.2 eliminates administrative burden and accelerates resolution times. High-volume service desks can now maintain complete visibility and zero trust credential handling while keeping technicians moving at full speed. Knowledge That Works as Hard as Your Service DeskAutomatic session knowledge and stronger security for high-volume service desks Modern service desks operate under constant pressure to resolve issues quickly while maintaining strict control over access and credentials. Far too often, service desk efficiency and security are treated as competing priorities, forcing teams to trade speed for governance or governance for speed. This compromise extends to knowledge transfer as well. As IT environments expand and issues become more complex, support teams must maintain proper sess
The screen recording allowance for BeyondTrust Remote Support has been popping up multiple times a day for myself and all test users that I’ve had update to macOS 15 Sequoia.Clicking “Allow for One Month” does not seem to function - as the pop ups continue.
I’d like to request that the configuration API be expanded to include console settings. We would like to push scripts into the Canned Scripts section. Ideally we would keep all our scripts in a central repo and then sync our BT appliance with it on a periodic basis.
BeyondTrust + Atlassian Jira: Securing Privileged Access Across Your ITSM Workflows See how BeyondTrust improves ITSM security in Jira Service Management, securing remote access, credential checkout, and audit trails. ITSM Security and the Hidden Risk in Your Service Desk Modern IT service desks are caught in a bind. Teams rely on powerful platforms like Atlassian Jira Service Management (JSM) to handle the flood of tickets, incidents, and change requests that define daily operations, but when privileged access enters the picture, those same workflows can become a security liability. Manual handoffs, credential sharing, and siloed tooling create gaps that attackers are increasingly exploiting. BeyondTrust’s expanding suite of Atlassian integrations closes those gaps, without forcing your teams to abandon the tools they already know and trust. The Problem with Disconnected Workflows IT service desks face a daily paradox: the more efficient access becomes, the harder it is for organiza
We are using BeyondTrust Password Safe, and we would like to understand the clipboard permission behavior during Password Safe sessions.Currently, users are prompted to allow clipboard access every time they start a session. We would like to know:Is it possible to enable clipboard access by default for all Password Safe sessions? Can this setting be configured globally or through a policy/Jump Policy? Are there any security considerations or best practices for enabling clipboard access by default?
Is there a method to setting up the Support Buttons (or now call “standby Jump Clients”) to not prompt the user for any input when launching and send the session to a queue?I’ve got as far as only one question asked before sending to the queue, but it’s one I can't figure out how to disable… Annoying MessageIf we can’t disable it, our thought is to keep it but allow access without end-user conformation.
Hi All, Ever since we started using Remote Support for our customers we have been receiving complaints of devices that are regularly connected to the network and are actively being used go into Active/Lost status and will never show back online in the Console. All fingers are pointed towards us and Remote Support being faulty. Does anyone have any idea what causes this to happen to endpoints? (so far what we have advised Service Desk to do start a Session Key session which does bring the endpoints back to Online in the console)
The following articles were published last week. New Knowledge Base Articles: KB0022631 - How to allow users to copy and paste credentials from the RS or PRA vault KB0022647 - How to download the SIEM Q radar plugin for Remote Support or Privileged Remote Access integration KB0022690 - Cannot connect to Representative Console. Error "Unable to establish a connection to the Secure Remote Access Appliance" KB0023715 - Vendor self-registration confirmation emails not sent after upgrade to 26.1.1 KB0023716 - Cannot download User Account Report in Remote Support and Privileged Remote Access 26.1.1 KB0023727 - Is Remote Support or Privilege Remote Access vulnerable to CVE-2026-49975?
Remote Support 26.1: Simplifying Secure Service Desk Operations BeyondTrust Remote Support 26.1 introduces key enhancements designed to streamline high-volume service desk workflows without sacrificing security. This release features improved technician usability with custom console views and real-time sound sharing, scalable endpoint automation for large environments, and more granular administrative delegation to reinforce the principle of least privilege. Faster resolutions and smarter automation to reduce friction for high-volume IT teams Modern service desks are expected to do more than ever before. IT teams must support a rapidly growing mix of endpoints, operating systems, and distributed work environments—all while quickly resolving issues and adhering to strict security and compliance requirements. Simultaneously, the service desk has evolved into a critical control plane for identity and access. Technicians routinely interact with privileged accounts, sensitive systems, and r
Is there a way to disable this action/button?When a rep removes a customer using this button, the system message in the chat transcript logs it as “Event Type: Conference Member Departed” and “Performed by: [customer name]” which gives the appearance that it was customer initiated. In the chat pane, it displays “(timestamp) [customer name] has left the conversation.”The only mention of “Remove Participant” in the documentation is in the rep doc and appears in the Session Tools section on a list of actions with dedicated icons.As to why disable the button, it is a potential work avoidance issue and the current level of logging makes it difficult to track.
The following articles were published last week. New Knowledge Base Articles: KB0022465 - Warning message: Installing more than one Jump client being phased out KB0022554 - How to retrieve Integration Client connection string KB0022565 - Rotation of accounts failed for a subdomain in PRA and RS KB0022590 - Issue with admin credential prompt visibility during Remote Session KB0023605 - Endpoints for local accounts are shown incorrectly in Vault accounts tab within the console KB0023620 - Access denied error when running canned scripts from the Shell tab in Remote Support after upgrade KB0023634 - macOS Sequoia does not show RS or PRA as an option in settings to enable screen recording KB0023651 - Are Privileged Remote Access or Remote Support appliances vulnerable to PHP 7.1.29, 8.0.12, or 8.1.27 vulnerabilities? KB0023657 - Android devices disconnect after upgrading Remote Su
The following articles were published last week. New Knowledge Base Articles: KB0022540 - Is there any effect when changing SMTP authentication from Legacy to Oauth2 with the Integration Client? KB0022553 - What operating system can BeyondTrust SRA Integration Client be installed on? KB0022568 - All new users getting all Asset or Jump Items by default in RS and PRA KB0023619 - Will local users stay in User Accounts after expiry? KB0023658 - Vault checkout error "System name is not configured for directory linked account checkout" KB0023662 - Console tab missing in /login KB0023671 - Can multiple connected screens be viewed simultaneously in separate, detachable windows?
The following articles were published last week. New Knowledge Base Articles: KB0021249 - Representative Console login error "All reserved licenses in the license pool are in use" KB0022444 - Can USERID and DATETIMESTAMP be used in the Integration Client recording file format name? KB0022475 - Jump Client prompts for application selection after upgrade despite configuration KB0022520 - API error Unsupported_grant_type KB0022521 - Logout idle representative after Policy stopped working KB0023589 - Remote RDP sessions disconnecting when injecting the same Vault credential KB0023639 - Can the RS or PRA Jump Client be installed using a PKG file? KB0023646 - What is the difference between Remote Jump and Remote RDP Jump? KB0023649 - Can the primary Atlas hostname be changed in Cloud? KB0023654 - Does CVE-2026-20833 affect Remote Support or Privileged Remote Access?
When a representative sends a user without Local Admin Rights a Remote Support Customer Client to install during a Bomgar support session, it fails to install with the following Error. Failed to create Directory. Please advise
The following articles were published last week. New Knowledge Base Articles: KB0022456 - How often does active Jump Client send its heartbeat back to RS appliance? KB0022485 - Is Session Recordings required at all times, or only in specific cases? KB0022489 - Should the same upgrade package be used if appliances are in failover for RS and PRA? KB0023575 - Is RS and PRA vulnerable to CVE-2026-31431 Copy Fail? KB0023622 - This primary node's configuration is newer than one or more traffic nodes' configuration
Defending Against Identity Threats: A Privilege-Centric Approach to Service Desk Security Overcoming Cyberattacks Against Service Desks Attacks targeting service desks are on the rise, with over half (51%) of organizations reporting that social engineering attacks on the help desk / service desk are their most significant risk. Threat actors understand that compromising a service desk identity with access to accounts and standing privileges can give them the “keys to the kingdom”. Because service desks have the authority to perform high-risk actions, such as resetting passwords or disabling multi-factor authentication (MFA), they have become an attack vector used to bypass technical security controls. Support teams are often targeted through sophisticated social engineering, phishing, and even deepfakes. Weak verification processes, shared administrative accounts, and broad VPN access only widen the attack surface. To turn the tide, organizations must treat service desk solutions as a
Hello!We have a recurring issue. There are end-user endpoint devices with the RS client installed. After reinstalling the OS and reinstalling the client, the client no longer connects. Could this be related to an issue with the installed client? We have already performed network tests and everything appears to be working correctly at that level. There are no visible errors; the client simply does not connect.Thanks in advance
The following articles were published last week. New Knowledge Base Articles: KB0022430 - Can SAML users be migrated to another provider in Remote Support or Privileged Remote Access? KB0022436 - Support session shows: Waiting for reconnect. The customer has disconnected. The session will resume if the customer reconnects soon. KB0022453 - What is the retention for RS and PRA Vault password history? KB0022455 - Is it possible to automatically add the user's name as a tag during Jump Client deployment? KB0022457 - Do RS or PRA Cloud sites use a static IP address? KB0022461 - How long are recordings saved for in RS and PRA? KB0022727 - Remote Support and Privileged Remote Access Atlas certificate requirements KB0023340 - Provide credentials option missing during elevation after upgrade KB0023503 - Canned PowerShell scripts invoking Microsoft COM objects fail KB0023
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