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Question

Remote Support 24.3.2 macos jump client

  • February 19, 2025
  • 3 replies
  • 366 views

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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.

3 replies

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  • BeyondTrust Employee
  • 169 replies
  • February 20, 2025

Hello ​@ckreher - we may have a KB which covers this query for you:  KB0021584. You can access this Knowledgebase page through the search bar at the top of the BeeKeepers screen.


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  • Author
  • Apprentice
  • 1 reply
  • February 20, 2025

Hello @phillC, thanks for the reply, but that KB has nothing to do with my question


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  • BeyondTrust Employee
  • 169 replies
  • February 20, 2025

Hello ​@ckreher - Understood, I would continue to work with our Support Team and they can advise on the expected behaviours. If need be, they can also engage our Product Managers and Develoment Teams who can advise further on this matter.