Apprentice

Desktop console bricked after version upgrade

Forum|Forum|4 months ago
May 7, 2026
6 replies
123 views

Ran into an issue while upgrading to 25.3.3 (and 26.1.1 + Base 8.2) this week, maybe I’m incorrect in my assertion but I’ve updated our appliance several times since going live, and haven’t had this issue before.

After updating to 25.3.3 all of our Desktop clients stopped working, we use SAML auth, and the SAML itself works fine, we see successful logins, but when the login is complete, the desktop console doesn’t do anything, it remains in its default state, waiting for you to press login, and the cycle repeats.

I tested this both on going from 25.3.2 to 25.3.3 and 26.1.1, with desktop consoles both on 25.3.2 and 25.3.3, same thing on both.

Again, I’ve updated the appliance several times, without the need to manually re-install the desktop console.

SAML login to the /login page and /console page in web works fine.

T

tdearman

BeyondTrust Employee

Can you log into the console using the local admin account?

Also, can you confirm the console upgraded to the version you are currently running? Click on the About button when the console is launched.

Todd

H

HydroSysTLAuthor

Apprentice

Forgot I posted this but we just realized the issue still stands after upgrading to 26.2.1, base version 8.3.0.

What I can determine, all local accounts, user or admin still works in the console, the issue lies in the SAML payload.
When the desktop console attempts to login with SAML, the console version doesn’t match with the appliance, and gets rejected.
Login into the web console still works, meaning its easy to re-download and install the desktop client, as well as for admins to login, DL the MSI, package and deploy.

I would like to see that the console auto-updates, which it does maybe, but not while using SAML.

T

tdearman

BeyondTrust Employee

Thanks for the reply. The console will automatically upgrade depending on the rights of the logged in user. If the user has permissions to write to C:\ProgramFiles and C:\ProgramData, the console will upgrade. If not, the console is failing to upgrade due to permissions, meaning you will have to package and deploy the console installer via software delivery tool. Also, you can script the installer to automatically upgrade - see documentation.

https://beyondtrustcorp.service-now.com/kb_view.do?sysparm_article=KB0017454

Hope this helps.

H

HydroSysTLAuthor

Apprentice

Thanks for the fast reply, that actually makes a lot of sense, while I’m the PRA administrator, we do not infact have any local administrative permissions on our PCs, I will look into that!

Apperently I’m not allowed to click that Link :D

T

TZoltan

Veteran

Hello,

This is an issue we also facing in some cases. It’s not a general issue for us, only happening for a few users. The solution in our case is to completely delete the Access Console, reboot the computer and then install the software again.

This is also what BT support suggested for us..

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