General

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?

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 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 un

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"

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?

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

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! 

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...):

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 chan

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.  

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

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. 

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?

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

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

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

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?

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.

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

If i use Intune, Configuration Manager or something similar i have to replace the Jump Client binary when i update the console to make sure i dont deploy an outdated client.Is there a way to automate the download of the updated client directly from my cloud instance or somewhere else so i always have an up to date binary?

The following articles were published last week. New Knowledge Base Articles: KB0021991 - Email alert "No Data Syncs Are Being Pulled" KB0022018 - How to schedule a Remote Support or Privileged Remote Access update "install later" KB0022022 - Password reset emails are not sending receive error: Reset password email not sent. The SMTP server responded with: connection

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?