General

The following articles were published last week. New Knowledge Base Articles: KB0021311 - Remote Support post-session messages are not showing after closing sessions on a Mac KB0021973 - Remote Support and Privileged Remote Access 24.3.1 releases removed KB0021998 - Automatic critical update options in /appliance

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 t

Currently trying to install Remote Support Jump Client for mac, version being 24.3.1 We have been successful installing the client on Macos 15 but now having issues with 15.3. Is anyone else having the same issue?

The following articles were published last week. New Knowledge Base Articles: KB0021730 - Remote Support 24.3 dashboards feature KB0021850 - Failover fails after upgrading to Remote Support or Privileged Remote Access 24.1 and higher KB0021950 - Can users rename a Jump Item in Remote Support or Privileged Remote Access?

 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.

The following articles were published last week. New Knowledge Base Articles: KB0021302 - Incorrect removal message when canceling and re-inviting in Jump Sessions KB0021304 - Error installing a jump client on Ubuntu 24.04 failed to untar to unpack directory KB0021308 - Missing callback button for generic Jump Clients on macOS

The following articles were published last week. New Knowledge Base Articles: KB0021296 - Issues mapping AWS language codes in Public Portal KB0021305 - Missing expiry time for SSH-CA account in Vault checkout KB0021319 - "BT" Command Shell Display setting not saving correctly

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

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

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."

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

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 (

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 optio

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?

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

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?

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?

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)

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

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.

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.

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.

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

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

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?