General

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

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 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

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?

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

The following articles were published last week. New Knowledge Base Articles: KB0021718 - Checking for RS or PRA updates fail on Base 7.0 and lower

The following articles were published last week. New Knowledge Base Articles: KB0021611 - Jump Client not connecting to virtual machines

Hopefully a simple answer that I haven’t figured out yet: How does a representative view the chat transcript for a session they were just in? Is it only by viewing reports, or are there quicker options?

User disabled in AD got disabled in Remote Support. But later user is enabled in AD but still disabled in remote support.

The following articles were published last week. New Knowledge Base Articles:  

Recently we have upgraded BeyondTrust Remote Support Infra from v23.3.2 to v24.1.2 but Support button not upgrading automatically in first connection but remote connection establishing with fresh copy 24.1.2 client.

Its very random and never installs even with repeated attempts. Has anyone run into this issue and have a workaround?

We recently implemented Remote Support and have been impressed with its ease of use. We're deploying Jump Clients to all of our end-user machines to continue providing unattended support, as we did with our previous remote tool.However, one key piece of information we've relied on in the past is the machine's serial number, which is currently not captured by Remote Support. It would be incredibly helpful if the serial number could be added to the list of information collected by the Jump Client. This would assist in verifying potential duplicate machine names at a given site.Additionally, while I can search through the captured information in the Jump Items section of the Rep Console, I haven't found a way to customize the columns displayed in the list. Would it be possible to allow customization of the displayed columns to include fields like the user, IP address, and serial number when the list is refreshed? This feature would significantly streamline our workflow.

Just today we have noticed new behavior where Bomgar Desktop (haven’t tested Web) is showing active logins on multiple computers. When we remote in, the customers aren’t actually logged into any of those computers but they *were* the most recent person to login.I remoted to 3 computers today, logged in as myself, initiated a restart, and now all 3 of those computers (and a 4th, my own) show me as being logged on. I did this to try to clear out an end-user who appeared to be logged into 3 machines at once.In other words, you look up my user ID in search, and 4 computer names show I’m logged in.We’ve not seen this before, and it’s suddenly happening to everyone who logs into various computers. Is anyone else seeing this? Or know why it suddenly starteed happening?

Hi guys, i see the documentation here: Requirements and considerations to install a Remote Support Jumpoint (beyondtrust.com) And there is this part:An average server class machine for a supported operating system, with 16GB of RAM, can readily support 25 concurrent sessions of any type (100 serial-over-LAN sessions, 200 Telnet or SSH sessions). Additional sessions are supported depending on the session types and other factors, or with higher server specifications My questions are:If I add hardware resources (CPU & RAM), will the number of concurrent connections that can be handled increase? I understand this highly depends on the activity being performed, but let's just assume i put 32GB RAM & 16 CPU. Does the Jumpoint have a hard cap, for example, 1 Jumpoint can only handle a maximum of 25 RDP / 200 SSH connections regardless of how much hardware is provided? How can you tell if a Jumpoint is overcapacity? For instance, with standard specs, if it’s already handling up to 30 R