General

Hi Team,When we launch the Remote RDP session from a Jumpoint from Desktop console or Web console, we are getting a blank screens. I can confirm that user is successfully logged into the system but the session on console UI is gray or white blank screens. attached the screen shots.Please advise if you have come across such issue.Thanks,

As a result of our investigation into the Remote Support SaaS Security Incident detailed in our Security Advisory (link below), we have proactively completed an update for our Secure Remote Access (Remote Support and Privilege Remote Access) Cloud customers, fortifying the security of their solution overall. More information can be found as it becomes available via the Security Advisory on our website found here. Please note that we have updated the security investigation as of 28-Jan-25, 5:45 PM Eastern Time. Please follow the link for additional details.

Hi, I am unable to create the jump client installer. I don’t see the option when going to Jump > Jump Client. Am I missing something?  

Hi Team,Recently, I became an admin for PRA and started working on it, but I need some clarification on certain points.For example, what is the workflow for granting a vendor access to a server?Currently, I have created the vendor account, but when I select Jump Items Matching Criteria, it shows a limited number of servers, and the server I’m looking for is not appearing.Any idea why this is happening? I’m sure I might have skipped some steps, as the admin guides are not very clear.Any guidance would be greatly appreciated.Thank you!

The following articles were published last week. New Knowledge Base Articles: KB0021304 - Error installing a jump client on Ubuntu 24.04 failed to untar to unpack directory KB0021310 - System Restore option is not working in Special Actions in the Windows customer client KB0021338 - Jump Client icon and menu issues in Ubuntu 24.04

HI Everyone, I have onboarded the local Linux accounts in PRA. But am looking for password rotation via PRA for non domain joined Linux accounts. Does any one have idea about local Linux accounts password rotation in PRA. If yes please suggest me on this. Thanks and looking for your quick support.

Hi, we have a web jump to an internal finance sytem that can generate reports. Is there a way to allow the download of these reports ? ThanksBruce

The following articles were published last week. New Knowledge Base Articles: KB0021305 - Missing expiry time for SSH-CA account in Vault checkout KB0021319 - "BT" Command Shell Display setting not saving correctly KB0021794 - Privileged Remote Access and Remote Support 24.3 OS certification matrix

The What’s New document said “Our zero trust Network Tunnels are capable of enabling mapped network drives for Windows workstations, so you can extend PRA’s centralized identity security controls to the entirety of your generalized networking needs. Trash that VPN!” Has anyone looked into this or tested it?  Tried searching the KB and technical docs but haven’t discovered anything yet.

Hi everyone. Appreciate your feedback on the below queries.For PRA Cloud what is the communication matrix (firewall ports) that needs to be allowed for Jump Points, Jump clients and PRA to work smoothly?   For PRA Jump Points, what is the recommended hardware sizing (CPU, Memory, Disk) etc ?   Where the session recordings going to be stored? Is it going to be on the Jump Point or PRA cloud and in case if its going to be on the Jump Point what is the requirements for Disk storage?

The following articles were published last week. New Knowledge Base Articles: KB0021908 - Jump Clients are stuck pending upgrade after upgrading Remote Support or Privileged Remote Access to 24.3.1

The following articles were published last week. New Knowledge Base Articles: KB0021323 - No Jump Items found match the search criteria message shows before showing the search results KB0021861 - Sync Error "Not available. Verify if the provider is enabled and it supports the requested operation."

Hi Everyone.I am new to PRA and have few questions that I would like to clarify. Appreciate your feedback on these.When we have PRA Cloud and On-Prem Jump Cluster deployed. Does the Jump clients communicate to PRA cloud via the Jump Points or they make a direct outbound connection to PRA cloud by default?    Typically each Jump Point handles around 25 concurrent connections? Are they also storing any session recordings locally? typically what should be the specifications for the Jump server for a mid size org like (CPU, Mem and Disk)? Is there any sizing calculator that we can use or some assumptions to take into consideration when determining the resources required for sizing the Jump Point?   If we have AWS and On-Prem servers, Can we do segregation for Jump Points? Like for Azure environment, deploy a Jump cluster there that would be specifically used to access servers deployed in Azure and Deploy another On-Prem Jump clus

The following articles were published last week. New Knowledge Base Articles: KB0021297 - Generic tokens and SSH accounts excluded from rotation summary message during bulk account rotation KB0021337 - Secure Remote Access Appliance certificates disappear after uploading a new one KB0021628 - Session termination behavior is not working in Privileged Remote Access and

The following articles were published last week. New Knowledge Base Articles: 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 KB0021791 - Privileged Remote Access 24.3 feat

I would like to know which default browser BeyondTrust is integrated for the web jump method. Is there any default browser for this method, or does it utilize the browser from the Jumpoint server?

Context: Once Password Safe and SRA are successfully integrated. One of the reasons for SRA user fail to search for the managed systems from Password Safe is the mismatch of the naming of the SRA Console User and Password Safe User. In most cases, your Password Safe User has a domain name included in the username but where as SRA user has the short name.Below is one of the method to fix the username matching for SRA SAML2 and/or SCIM security providers. It is useful for the Password Safe Cloud and SRA Cloud instances where customer doesn't have access to backend configuration.  Solution: For example if username in Password Safe is domain.com\username or username@domain.com. To match the username in SRA Console, Navigate to /login console, Go to Users &amp

The following articles were published last week. New Knowledge Base Articles: KB0021764 - Privileged Remote Access 24.3 feature show all Password Safe (PS) items in a Jump Point KB0021780 - SEC_ERROR_EXPIRED_CERTIFICATE error when accessing appliance through Firefox browser KB0021788 - Do the following HAProxy CVEs affect Remote Support or Privileged Remote Access?

Hello,We have put Cloudflare (DNS Proxy) infront of our domain for PRA.This works fine 99% of the time, however, occassionally, users experience minor “blips” where the desktop console will close/re-open (remaining logged in).After talking with our SE and support alot on the issue, they cant tell me whether they have other customers using Cloudflare with DNS proxy successfully.They state that reverse proxies are unsupported (which i understand, its in the docs), however, unsupport != shouldnt work.Just trying to understand whether the issue is the same across other orgs.

Hi,We have Password Safe and PRA integrated and we are using Jumpoint for Remote Jump. For Session Forensics functionality, Is there a way to get the RDP Service Account credentials from Password Safe instead of creating the account in PRA Vault? Thanks,Prudhvi

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 KB0021796 - Unable to retrieve available endpoints -- Details: Search term [*] is not allowed; allowWildcardO

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 KB0021786 - Privileged Remote Access 24.3 feature start sessions with an e

Hi,Are there any members who are using BeyondTrust PRA as an Atlas Deployment?Do you have any connectivity / stability problems? I mean slow connection establishment, “connection timed out” errors.We use it and many users have this kind of problem, when they are connected internally.If you have met this kind of problems what was your experience, how did you manage to solve it? :) 

The following articles were published last week. New Knowledge Base Articles: KB0021754 - Privileged Remote Access 24.3 feature Jumpoints deployable through Docker container

When connecting to a target using Remote RDP in PRA Cloud, we are encountering certificate warnings. I understand this is expected when using self-signed certificates. However, if connecting to a server with a CA-signed certificate issued by the organisation, these warnings should not appear.Could anyone clarify: What steps are required to ensure CA-signed certificates are properly recognised during RDP connections? Do we need to provide BeyondTrust with a CA-signed certificate, or is this entirely dependent on the operating system’s certificate store on the user’s device?Additionally, the documentation states that certificates stored in the operating system are trusted. Does this refer to the certificate store on the user’s local machine, or the machine where the Jumpoint resides?