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4 months ago

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A general place for Remote Support conversations.

37 Topics
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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 17-Jan-25, 3:51PM Eastern Time. Please follow the link for additional details.

4227

5 hours ago

BT-customerRising Star

posted in General

Upgrade to 24.3.1 has been a failure

Here is my list of problems:The new agent running as sra-pin.exe has been deployed as of v24.3.1 but the old bomgar-scc.exe and remnants are still installed on upgraded systems, including the service. The new agent upgrade removed the ability of the old agent to be removed from Add/Remove programs, requiring manual registry scrubbing and file deletion. The new agent installs on diffierent locations depending if it’s upgraded or newly installed, making it almost impossible to detect via automation tools like InTune. The old process bomgar-scc.exe is still used when agent connects to a jump client, even though this process does not exist anywhere as executable before the connection is made. The new agent service stops running and does not resume, even after reboots. However, the sra-pin.exe process can be found running under the user context. The device shows offline regardless. Reinstalling the agent does not resolve this log term, after a day or so the agent goes back offline. Most dev

43516

2 days ago

GloriaBBeyondTrust Employee

published in General

Remote Support - Knowledge Article Publications (Jan 6 - Jan 13)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021908 - Jump Clients are stuck pending upgrade after upgrading Remote Support or Privileged Remote Access to 24.3.1

310

4 days ago

tnitNewcomer

asked in General

Rep console crash - jump point

Hello , I have created a jump point recently and installed on one of our machines . I am able to RDP into windows machines unattended but everytime i establish a connection my representative console crash. on logging back i see the session in waiting window and i can successfully establish the connection. What could be the reason of my rep console crashing everytime on RDP using jump point method . I am on MacOs

311

8 days ago

GloriaBBeyondTrust Employee

published in General

Remote Support - Knowledge Article Publications (Dec 30 - Jan 6)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021323 - No Jump Items found match the search criteria message shows before showing the search results KB0021861 - Sync Error "Not available. Verify if the provider is enabled and it supports the requested operation."

120

11 days ago

GloriaBBeyondTrust Employee

published in General

Remote Support - Knowledge Article Publications (Dec 23 - Dec 30)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021297 - Generic tokens and SSH accounts excluded from rotation summary message during bulk account rotation KB0021312 - Customer Chat stays enabled for customer client after disabling in /login KB0021337 - Secure Remote Access Appliance certificates disappear after uploading a new one

370

18 days ago

Mauro MarquesNewcomer

asked in General

Best practice

Hello,Want to ear you from your experience about one point. Context:Group with 20k computers spread out in diferente business units (countries).Cybersecurity: centralized team for all the group.Helpdesk: each business unit (country) have their own team (some from an external provider and some other it’s internal technicians), with a dedicated IT manager. Those helpdesk teams have a quite huge turnover of people, over the time. Considering that (if I’m not mistaken) only administrator role can have the possibility to add/remove users from Group Policies, what is the best approach/what your experience tells?:Concentrate the administrator role only to cybersecurity team members? Problem/dificulty I see: it put all the heavy work of add/remove users (as I mentioned, there’s a huge turnover on helpdesk teams) to Cybersecurity team. Give administrator role to people on each business unit side (for example to the managers of each helpdesk teams)? Problem/difficulty I see: it give administrat

631

22 days ago

GloriaBBeyondTrust Employee

published in General

Remote Support - Knowledge Article Publications (Dec 16 - Dec 23)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021322 - Screenshot to File does not save as a PNG while in a Remote RDP Session using the Web Rep Console KB0021448 - OAuth email configuration error - Test email failed. Unknown error occurred ... [Code 451] or There was an error processing your request KB0021530 - The save filter option in the RS Rep Console or PRA Access Console and how to use it KB0021843 - Is Remote Support and Privileged Remote Access compatible with Windows 11 ARM devices? KB0021848 - Remote Support glossary of terms and concepts

290

25 days ago

GrantNewcomer

asked in General

Mass install & uninstall

We just got upgraded to 24.3.1 and noticed the jump client installer is different. There doesn’t seem to be a KEY_INFO anymore. Also looks like the client gets installed to the C:\Program Files instead of C:\ProgramData too. Is there updated documentation on installation and uninstalling in a mass deployment?

861

29 days ago

GloriaBBeyondTrust Employee

published in General

Remote Support - Knowledge Article Publications (Dec 2 - Dec 9)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021750 - Remote Support 24.3 Endpoint Automation new features KB0021780 - SEC_ERROR_EXPIRED_CERTIFICATE error when accessing appliance through Firefox browser KB0021787 - How to deploy Remote Support (RS) to Zebra devices via Intune KB0021788 - Do the following HAProxy CVEs affect Remote Support or Privileged Remote Access? KB0021794 - Privileged Remote Access and Remote Support 24.3 OS Certification Matrix KB0021820 - How to restrict access to /appliance

320

1 month ago

Christoph NussbaumerApprentice

asked in General

Copy and paste special characters using RemoteRDP and Linux Jumpoint

We have setup a clustered Linux Jumpoint with 3 nodes for RemoteRDP connections. When trying to copy and paste special characters like “ëéäÿĆ” it will not paste any text, only when the special characters are removed. However, when we use a Windows Jumpoint for the same connection, it will copy and paste the text with special characters.Any idea what could cause this and how this could be fixed?

712

1 month ago

BMontanyeApprentice

asked in General

Easy way to find and remove duplicate clients in Admin console.

I keep getting duplicate devices in the console, how do you prevent these from running up your license count? Is there a tool we can use to find the duplicated devices or is it just hunt and peck through thousands of devices?

2727

1 month ago

GloriaBBeyondTrust Employee

published in General

Remote Support - Knowledge Article Publications (Nov 25 - Dec 2)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021560 - What is FIDO2 and how to enable it for Remote Support and Privileged Remote Access KB0021779 - NET::ERR_CERT_INVALID error when accessing appliance through Chrome browser KB0021809 - How to upgrade Endpoint Credential Manager (ECM)

190

1 month ago

mhinszNewcomer

asked in General

Remote Support Customer Client pop up on macOS 15 Sequoia

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.

369714

1 month ago

GloriaBBeyondTrust Employee

published in General

Remote Support - Knowledge Article Publications (Nov 18 - Nov 25)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021298 - Vault account unavailable stuck in rotating state "The selected account is queued for rotation. Please try again later." KB0021626 - Privileged Remote Access and Remote Support 24.2 OS Certification Matrix

210

1 month ago

LeeAtkinsonRising Star

asked in General

Unable to specify credentials in elevated mode

I saw a post on Reddit this morning and it reminded me of what I noticed when we performed an upgrade yesterday. When attending a Remote Support session with a customer and elevating the session, the only option is for the customer/end user to provide admin credentials - there is no option for the support engineer to provide their own credentials - is this expected behaviour?

1212

1 month ago

mjhallVeteran

asked in General

Lost Admin Credentials

What happens if your administrator secrets are automatically rotated (or somehow lost) and you are no longer able to access /appliance or /login with admin credentials? Just to be clear, I am not currently in this situation.

1187

1 month ago

Mostafa GhazyNewcomer

asked in General

BeyondTrust Certified Implementation Engineer

I need access to the BeyondTrust Certified Implementation Engineer resources. I previously had access, but after the update, I can no longer find it. We are a BeyondTrust partner.

651

1 month ago

tnossemNewcomer

asked in General

Errors when setting up and accessing public portal

I have set up another public portal and template for one of our companies to remote support, but when attempting to access the portal, we are getting DNS_PROBE_FINISHED_NXDOMAIN. Is this something I need to resolve on my side or does BeyondTrust need to set this up for us to have functioning? What are my next steps?We have also tried to add the certificate for the domain in the Appliance section, but it does not appear to “stick” after adding. Is this why we are having issues? How can I get this portal working?I have been trying to get a response from BeyondTrust support for 2 weeks now, and with no response, hoping someone on here can assist. Thanks!

531

1 month ago

RBRuthApprentice

posted in General

Use limits and billing

We purchased Bomgar primarily for our IS department support. There are 3 line of business groups that occasionally need to remote to machines. The 5 or 6 people in that group, I assigned to use a maximum of 2 licenses at a time. At renewal time I bill them for their portion of the support bill.This has worked out OK but I am wondering if others have found ways to allocate cost or allocate license use to groups of people.My one complaint about Bomgar is that you need to exit the application to free up the tech license. If you only click the x it keeps running and using a license.

2176

1 month ago

GloriaBBeyondTrust Employee

published in General

Remote Support - Knowledge Article Publications (Nov 11 - Nov 18)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021702 - RS Geofluent translation error - Chat translation failed

140

1 month ago

NeevanamApprentice

asked in General

Download Chat post the support session

Can we get automatically download the Chat post the support session without any requrest or approval in the remote support.

731

2 months ago

NeevanamApprentice

asked in General

Remote support Alert when Rep is idle in an active session.

Is there a way in Remote support where an alert is provided for being idle in a active session where either the end user or the representative is not moving mouse or not using keyboard for a period of time?

1101

2 months ago

GloriaBBeyondTrust Employee

published in General

Remote Support - Knowledge Article Publications (Nov 4 - Nov 11)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021594 - How to make Intel vPro work with Remote Support and Privileged Remote Access KB0021687 - How to clean up Uninstalled or Lost status Jump Client endpoints in RS or PRA KB0021690 - How to configure RS so all users can see all other current sessions KB0021693 - Jump Client screen share graphic issue (artifacting) when no monitor is connected to the machine (headless) - Not refreshing screen KB0021702 - RS Geofluent translation error - Chat translation failed KB0021730 - Remote Support 24.3 dashboards feature KB0021731 - How to get connection agent logs for Remote Support or Privileged Remote Access KB0021732 - How to collect logs for support buttons in Remote Support KB0021737 - How to use group policies and session policies to apply permissions in Secure Remote Access

180

2 months ago

Devin ChurchillBeyondTrust Employee

published in General

Customer Success Quarterly - 2024-Q4 - Remote Support

Hello! Last month our Chief Customer Officer, Sean Cashin, provided some information on our upcoming dedicated user community. I’m excited to announce that BeyondTrust launched our new BeeKeepers community on Monday, September 16th! Why BeeKeepers?The name BeeKeepers was born from the idea to protect and secure privileged identities, along with the paths those identities follow in order to gain privilege, aka Paths to Privilege. What does the BeeKeepers name mean to us?Imagine a company’s data and secrets as the honey in a beehive. BeeKeepers take care of the hive, protecting the honey and honeybees, from predators the live to steal the honey, damaging and destroying the hive. Now imagine you, BeyondTrust customers, IT Admins, SOC professionals, and CISOs are the BeeKeepers! And honeybees are identities – human and non-human – continuously travelling along their flight paths, the Paths to Privilege, collecting pollen and making more honey. BeeKeepers protect the honeybees’ path and con

970

2 months ago

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