Remote Support

I saw a post on Reddit this morning and it reminded me of what I noticed when we performed an upgrade yesterday. When attending a Remote Support session with a customer and elevating the session, the only option is for the customer/end user to provide admin credentials - there is no option for the support engineer to provide their own credentials - is this expected behaviour? 

25.2.2 trying to assign a direct queue for the jump client button does not seem to like this “JC_SUPPORT_BUTTON_DIRECT_QUEUE=team:blah_tc”. This is the syntax provided in the docs. Has anyone else see this? Other similar options are working “JC_JUMP_GROUP=jumpgroup:blah_jg”.

Installing the Linux Remote Support jumpclient in system mode breaks our GDM authentication configuration by installing the file /etc/dconf/profile/gdm with the contents:user-db:user system-db:gdm file-db:/usr/share/gdm/greeter-dconf-defaultsRedHat systems configure gdm by default via the dconf site database. RedHat expects a confguration like:user-db:user system-db:local system-db:site system-db:distro By removing the local, site, and distro DBs you are completely breaking the standard RedHat configuration. This is completely irresponsible on your part to be modifying such a critical system configuration. This took most of my day to resolve and locked a couple of users out of their machines for a few hours.I had actually just decided to enable your automatic updating of Remote Support - but that is out the window now if you are going to be releasing stuff like this.

The following articles were published last week. New Knowledge Base Articles: KB0021693 - Jump Client screen share graphic issue (artifacting) when no monitor is connected to the machine (headless) - Not refreshing screen KB0021780 - SEC_ERROR_EXPIRED_CERTIFICATE error when accessing appliance through Firefox browser KB0022133 - Unable to create new Jump Client. Error - The total number of deployable Jump Clients for this site has been reached KB0022749 - Remote Support for Android devices not functioning since ONE UI update Android 15 KB0022784 - Privileged Remote Access and Remote Support 25.2 operating system certification matrix KB0022958 - Multiple warnings appear during Jump Client installation on Linux machines "Failed to start transient service unit" KB0022964 - Certain features are not working during session when using BeyondTrust Support app on Android KB0022966 - Annotations

I’m in the process of re-doing some Jump Client installers (previously team configured it all) and I’ve got some questions burning a hole in my brain.What are the primary benefits / drawbacks of using a Windows MSI vs EXE installer for persistent connections? In my testing, I’ve had far more install success with EXE’s than MSI’s in Configuration Manager deployments. Are the Jump Client installers tied to the user that created it in any way? We seem to run into weird issues with clients failing to install when the user that created it has left the organization. As a result, a BT support rep suggested creating the Jump Clients as the local admin. Is there any way, whatsoever, to view/edit all the settings created for a Jump Client after hitting Create? All I can see is Delete/Extend/Download. Do you have any reasons for using installation Overrides in your organization? Do you have any other useful nuggets of wisdom around Jump Client installers?Again, I’ve gone through all the documenta

I am attempting to uninstall the Remote Support Jump Client en-masse across my Windows environment.  Attempting to uninstall via my RMM (NinjaOne)’s software inventory returns an error that says the program is not capable of silent uninstall.  I have attempted to create a batch script to uninstall, but because the installation location of the Client is inconsistent, this has been a struggle.Has anyone found an effective, repeatable method to uninstall the BeyondTrust Remote Support Jump Client (as well as Privilege Management)?I know you can uninstall from the representative console, but many of my devices have stopped communicating to the console.Any help would be greatly appreciated!

The following articles were published last week. New Knowledge Base Articles: KB0021345 - RS or PRA SAML errors "Authentication failed " "NameID format does not match the recommended settings of the service provider" KB0022960 - Vulnerability report for RS or PRA returns misconfigured CORS policy

The following articles were published last week. New Knowledge Base Articles: KB0022428 - RDP Jumps failing when using xRDP or FreeRDP "Unknown connection error. 2001C" KB0022939 - Does Remote Support utilize SMB for its product or functionalities, such as file sharing during remote sessions? KB0022941 - Elevation failing on macOS. Error ""The elevation attempt failed." KB0022944 - Does BeyondTrust need to be involved with updating or upgrading RS or PRA Cloud Appliances?

So, I’ve attempted this multiple times and took a short break to clear my head. Cannot seem to get this wrapped up, and it’s a necessity. Hi, I’m Robert and I’m a Security Engineer for my company. Part of my portfolio is Enterprise Software Management via Intune. I manage all software deployments for the company on a tenant level, using assignment groups to make certain apps available to pertinent groups. Over the past 3 years, I’ve learned a lot where Intune deployments and the Windows OS intersect. I’m still on the learning path, but I’m figuring out the nuances, the lowest common denominators and getting better at troubleshooting issues. This is where things get complicated: 100% of my experience in this arena is Windows 10 / Windows 11 based. And we now have a very small fleet (<10 devices) of Mac devices for our Marketing team. Now, I’ve tried everything I can find online, but the documentation on how to pull this off via Intune is scarce and incomplete. Reddit has been the mos

The following articles were published last week. New Knowledge Base Articles: KB0022232 - Unable to re-establish failover. Error - The remote appliance blocked the request KB0022876 - How are nested groups created through the Desktop Console? KB0022922 - How to configure SMTP via Oauth2 for Office 365 mail in Entra ID KB0022923 - Jump Items exceeding 50 not updating for associated Vault account when deleted KB0022925 - Unable to login to Rep Console on iOS. Error "the site address given is not valid" KB0022933 - Option missing in Representative Console to deploy support buttons after upgrade KB0022936 - Sessions failing to elevate after upgrade. "Execution of the elevated proccess failed" KB0022939 - Does Beyond Trust Remote Support utilize SMB for its product or functionalities, such as file sharing during remote sessions?

I have set up another public portal and template for one of our companies to remote support, but when attempting to access the portal, we are getting DNS_PROBE_FINISHED_NXDOMAIN. Is this something I need to resolve on my side or does BeyondTrust need to set this up for us to have functioning? What are my next steps?We have also tried to add the certificate for the domain in the Appliance section, but it does not appear to “stick” after adding. Is this why we are having issues? How can I get this portal working?I have been trying to get a response from BeyondTrust support for 2 weeks now, and with no response, hoping someone on here can assist. Thanks!  

The screen recording allowance for BeyondTrust Remote Support has been popping up multiple times a day for myself and all test users that I’ve had update to macOS 15 Sequoia.Clicking “Allow for One Month” does not seem to function - as the pop ups continue. 

The following articles were published last week. New Knowledge Base Articles: KB0021556 - Missing command shell tab KB0021561 - How to enable virtual smart card logging KB0022292 - How to add or modify a tag and create or update nested sub-groups for Jump Items KB0022560 - All fields greyed out when creating a new remote jump shortcut or using the Jump to option KB0022888 - After upgrade, RS and PRA triggering security warnings regarding Content-Security-Policy headers KB0022893 - Unable to remove other users from session as an Administrator KB0022897 - Does Vault support AWS secrets?

Hello!I wanted to ask the community how long the average time is to establish a session in Remote Support in your environments. From clicking on jump to getting a session window (not just the entry in the queue, but the real window).What things can influence this establishing time except virus scan?Thank you in advance.

The following articles were published last week. New Knowledge Base Articles: KB0021581 - How to capture ACH logs for Remote Support and Privileged Remote Access KB0022274 - Cannot jump to certain computers. Location for endpoints leverages a Jumpoint Proxy. Error - The operation timed out KB0022848 - Can NTLMv2 be turned off for RS or PRA? KB0022853 - Is it possible for RS or PRA users to see credentials injected to a remote session from Password Safe? KB0022861 - Desktop Console keeps crashing

The following articles were published last week. New Knowledge Base Articles: KB0021414 - Sign-in loops and shows an unexpected error occurred with SAML authentication due to UPN mismatch KB0021540 - Where to download the customer client using curl, wget and btapi KB0022784 - Privileged Remote Access and Remote Support 25.2 operating system certification matrix KB0022822 - Newly deployed Jump Clients show disconnected KB0022844 - Why do some jump items continue to show an online status when the machine is switched off?

The following articles were published last week. New Knowledge Base Articles: KB0022808 - Jump Client Direct Download link does not work. Incorrectly prompts for Pathfinder authentication KB0022811 - How to run the session policy to simulator to check for permission issues KB0022815 - SAML IdP cloud groups showing as GUID's under Group Policies in Pathfinder KB0022828 - What is the 'Verified Administrator' for RS or PRA? Can it be changed or updated?

We’re having issues with our RS sessions automatically passing elevation to our technicians.  we were previously at 25.1.1 and had no issues with automatically passing elevation.  when we upgraded to 25.1.2 our rs sessions suddenly stopped automatically passing elevation on the majority of our rs sessions.  tia.

In Remote Support and Privileged Remote Access, some binaries will undergo a name change. Client name changes for Windows took place in 25.1. In 25.2, files for Mac/Linux clients as well as Jumpoints for all operating systems will be changed. In addition, directory name changes will take place, changing from Bomgar, to BeyondTrust for new installations. Existing installations will not be impacted. No action is necessary for these changes to occur, but if you are currently whitelisting directories or binaries by name with your endpoint security, you may need to update your whitelist configuration to accommodate the name changes.  Old Name New Name bomgar-scc sra-scc bomgar-pec sra-scc bomgar-rep sra-con bomgar-acc sra-con bomgar-jpt sra-jpt bomgar-sjt sra-sjt bomgar-sjp sra-sjp bomgar-rfb sra-rfb bomgar-rdp sra-rdp bomgar-rdt sra

The following articles were published last week. New Knowledge Base Articles: KB0022108 - Privileged Remote Access and Remote Support 25.1 operating system certification matrix KB0022791 - How to turn on the customer agreement in Remote Support KB0022797 - Unable to delete Jump Items in the Representative Console or Access Console list KB0022802 - Error when adding new traffic node in existing setup "The authentication step failed"

The following articles were published last week. New Knowledge Base Articles: KB0021376 - Unable to unpin from Android app as the button is grayed out and not available to click KB0021515 - What is silent mode and how to enable it KB0021961 - How to create a Service Principal in an Entra ID domain services Account KB0022734 - RS Customer client is prompting users for administrator credentials when starting a session KB0022748 - Local users are unable to log in to the Representative Console. Error "418 Failed to decrypt" KB0022749 - Remote Support for Android device not functioning since ONE UI update KB0022771 - PRA Registration links fail in Microsoft environments due to Safe Links rewriting

The following articles were published last week. New Knowledge Base Articles: KB0022738 - Can session recordings be turned off per user?