Monthly Buzz - November - Remote Support

Remote Support and Privileged Remote Access FAQs

Below are the most frequently asked questions for Remote Support (RS) and Privileged Remote Access (PRA), and links to the information. This is not an exhaustive list. 

For Vault FAQ's refer to Remote Support and Privileged Remote Access Vault FAQs. 

Cloud

• Do Cloud sites use static IP?

• Does BeyondTrust need to be involved with updating or upgrading RS or PRA Cloud Appliances?

General

• Does Remote Support have antivirus software installed?

• What are the Appliance FQDN requirements?

• Where is API configuration found?

• Can users install multiple support buttons on the same machine?

• What languages can Remote Support use?

• What is the average input or output operations per second (IOPS) of the Remote Support and Privileged Remote Access virtual appliance under load?

• Why is traffic being sent to license.bomgar.com, license.bt3ng.com and solomon.bomgar.com?

• Where can the Remote Support or Privileged Remote Access license expiry be found?

• Is there a way to request a password reset for the /appliance admin account in RS and PRA?

• Is it possible to see what patches are installed for RS and PRA?

• Can the session policy be reverted?

• Should the same upgrade package be used if appliances are in failover for RS and PRA? 

Jump Technology

• Can future Jump or Rep installer versions be downloaded before the appliance build is updated?

• Can multiple representatives jump to a jump item at the same time (simultaneously)?

• How many concurrent sessions does a Jump Client Support?

• Is there a maximum screen resolution for an RDP Jump session?

Public Portal

• How can HTTPs be forced for Public Portal and Session Keys?

Remote Sessions

• Why do remote sessions default to the EN-US keyboard layout?

• Does Remote Support allow remote connection sessions to a Windows 365 cloud PC?

• Can a mouse pointer be used with iOS devices to Windows computers during remote sessions?

• How can the remote session IDs be viewed?

• Does Remote Support utilize SMB for its product or functionalities, such as file sharing during remote sessions?

Reporting

• Where is the download license usage report? 

• Can automated session reports be created?

Sessions Recordings

• How long are recordings saved for in RS and PRA?

• Is Session Recording required at all times, or only in specific cases?

• Is there a mechanism to verify the deletion of recordings after 90 days?

• Do session recordings have audio?

• Can session recordings be deleted?

• Is the recording session retention configurable?

• Can the timeline for keeping Session Recordings be reduced to less than 90 days?

• Is there a way to stop recording a session?

Customer Case Study

Vialto Partners: How Vialto Secured a Global Enterprise with Automated Identity and Access Management

Latest Available Version:

Remote Support 25.2.3 -  November 2025

Beekeepers Hot Topics

The Representative Console appears to be running already, but the existing instance failed to activate

“I have a user that launches the representative console, successfully authenticates with SSO and is redirected to the desktop application which then prompts with “The Representative Console appears to be running already, but the existing instance failed to activate.” 

 I have seen this before and a reboot fixes it, but not with this user.

• This issue persists through reboots as well as a full uninstall/reinstall of the representative console for this user…..”

Click here for the most popular articles In our Beekeepers Community

Upcoming and In Case You Missed It Webinars:

Road Maps

Upcoming RS Road Map Monday, December 8th, 2025

User Groups:

Q3 Americas Remote Support User Group Recording

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Who To Contact

Need to reach someone from the team or have questions?

Find your main points of contact below.

Support:

Customer Support Portal

Technical Support – Best Practice

Support Guide

Phone

Customer Success Management: 

Email: customer.success@beyondtrust.com