General

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?

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

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

The following articles were published last week. New Knowledge Base Articles: KB0021349 - Freshservice Remote Support or Privileged Remote Access integration receiving: Error validating parameter 'queue_id': No queue exists with the code name "general" KB0022367 - Show my screen option is missing from Representative Console KB0022393 - Is Local Jump supported for Linux Server OS? KB0022396 - What is the average input or output operations per second (IOPS) of the virtual SRA appliance under load? KB0022409 - Is there a way to remove the pop-ups that appear when a support session ends? KB0023456 - Is MFA step-up supported for RS and PRA for credential injection during an active session? KB0023577 - Jump Client screen blank when jumping to RHEL 9.1 and 9.7 machines with Wayland enabled

The following articles were published last week. New Knowledge Base Articles: KB0021273 - Remote Support Shell Jump greyed out: unable to create Shell Jump shortcut KB0021911 - Remote Support error - Your BeyondTrust Remote Support license has expired KB0022284 - Linux Jumpoint installation error - Failed at step EXEC spawning /home/beyondtrust/jumpoint/init-script: Permission denied KB0022322 - Can RS or PRA failover be configured so a specific appliance automatically reclaims the primary role once it comes back online? KB0022323 - Unable to remove users from a Jump Group KB0022345 - Where is the download license usage report? KB0022348 - Unable to override Jump Policy. Error - The Jump Policy's schedule does not permit a session to start at this time KB0022355 - Why do remote sessions default to the EN-US keyboard layout? KB0022366 - How many concurrent sessions does a Jump

Does anyone know how to get BeyondTrust Jump Client or Customer Client working with interactivity on Intune Multi-App Kiosk machines? We have our Jump Client installed but there’s no interactivity in Kiosk mode. And Customer Client simply gets blocked. Part of the issue with whitelisting apps with AssignedAccess seems to be the multiple EXEs to whitelist and not allowing dynamic paths. E.g. I think bomgar-scc.exe needs to be whitelisted but it lives in C:\Program Files\BeyondTrust\bomgar-scc\*\ bomgar-scc.exe 

The following articles were published last week. New Knowledge Base Articles: KB0022201 - Managed System external Jump items are missing troubleshooting KB0022250 - Canned scripts option missing for macOS remote sessions KB0022262 - File transfer not working for macOS remote session KB0022294 - What are the Appliance FQDN requirements? KB0022319 - Can future Jump or Rep installer versions be downloaded before the appliance build is updated? KB0022320 - Can automated session reports be created? KB0022379 - Failed to convert VHDX file. Hyper-V Platform is not found KB0022388 - Is there a way to delete previous Discovery Jobs with Vault? KB0022400 - Why is FIDO2 not available for LDAP Users? KB0022402 - VNC asking for password when Vault is configured KB0022685 - Issues connecting to macOS Sequoia - Connection failed error

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!

The following articles were published last week. New Knowledge Base Articles: KB0022358 - Is there a way to prevent screenshots being taken when in session? KB0022440 - Can port forwarding be used on the SRA appliance for Remote Support or Privilege Remote Access ? KB0023395 - Unable to sign-in to Rep or Access Console when multiple SAML providers and network restrictions are configured KB0023424 - macOS users unable to download or install client "Open To Start Support Session.zip" KB0023448 - How to disband and re-configure Atlas cluster in Remote Support and Privileged Remote Access KB0023491 - Privileged Remote Access and Remote Support 26.1 operating system certification matrix KB0023496 - How to remove Jump Clients if the endpoint is no longer reachable KB0023501 - How to turn on sound during endpoint sessions for RS and PRA

I set up my jump groups and created a jumpclient linked to each jump group. In the jump client configuration I checked the box to allow override for the Name field and I’m trying to pass the jc_name parameter with the MSI deployment. However, it seems to just ignore it and the device comes in the rep console with the name showing as the Jump client name and not what I entered in for the jc_name parameter…. Has anyone had luck setting the name in the rep console with the MSI parameter? 

The following articles were published last week. New Knowledge Base Articles: KB0020807 - Remote Support security scanner CSP directive issue - missing reporting-objective and form-action-objective KB0022221 - Privileged Remote Access and Remote Support with VDIs performance delays KB0022246 - Missing Login Prompt on Headless Linux System with Jump Client KB0023017 - How to gather ping and diagnostic stats via the Access or Representative Console KB0023434 - Unable to open Representative Console or Access Console "error reading license file" KB0023438 - Unable to select any Jump (Asset) Groups when creating Jump Client installer KB0023442 - Remote Support 26.1 navigation name changes KB0023445 - Dashboard shows no data or loses connection and states "The server is restarting" KB0023447 - Active session screen sharing stops working after several minutes KB0023460 -

The following articles were published last week. New Knowledge Base Articles: 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 KB0022251 - Vault account fails to check in post-use, becomes unusable KB0022254 - Upload Update option removed in Remote Support and Privileged Remote Access Cloud 25.1.1 KB0022265 - How many characters can the password value field contain in Vault? KB0022266 - How many generic Vault accounts can be created? KB0022271 - Which ports are required for the discovery and rotation of Vault accounts? KB0022272 - Is it possible to exclude credentials from an Asset (Jump Item)? KB0022283 - Can old sessions more than 90 days be restored for auditing? KB0023427 - Can VNC tokens be used for injection?

The following articles were published last week. New Knowledge Base Articles: KB0022225 - User not appearing in Remote Support after syncing the Active Directory group KB0023436 - Can Jumpoints be installed on macOS ?