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Remote Support

Supercharge your service desk with secure access and support for any device, any system, from anywhere – including Windows, macOS, Linux, Android, & iOS.

79 Topics
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Community Manager
BeyondTrust CommunicationsCommunity Manager
published in General
Monthly Buzz - May - Remote Support

RS/PRA failover configuration Can RS or PRA failover be configured so a specific appliance automatically reclaims the primary role once it comes back online? No, once a failover occurs, the IP address associated with the hostname is assigned to the backup appliance. This IP address is no longer available without manual intervention. When the former primary appliance comes back online, it checks to see if the hostname and IP address are available. If they are not available, because they are being used by the backup appliance, it will not reclaim them and will not switch back to primary.After a failover, all connections are established with the backup appliance, which is acting as the primary. Additionally, configuring one appliance to always assume the primary role could lead to further disruptions after a failover, as everything is still connected to the backup appliance.Read more here Latest Available Version:Remote Support 25.1.1 -  April 2025 Beekeepers Hot TopicsHow to Deploy the J

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B
Community Manager
Sean Cashin
BeyondTrust Employee
Sean CashinBeyondTrust Employee
published in General
BeyondTrust Remote Support SaaS Service Security Investigation

 To get the latest information on this investigation, please see the following post: BeyondTrust Remote Support SaaS Security Advisory 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.

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Sean Cashin
BeyondTrust Employee
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j3ffApprentice
asked in General
Unattend Mode - when locked or logged off

When a Jump Client is deployed I thought there was a way to specify the system should be in “unattend” mode when it is locked or logged off.  In other words, if the computer is locked or logged off, the user would not have to accept the request for remote access...it would be granted automatically.  BUT, when the user is logged in, that user would have to accept the request or remote access would not be granted. Unfortunately, I cannot find that setting.  Or maybe I am way off and it never existed…  Thanks!

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (May 19 - May 26)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021363 - Network Tunnel jumps cause Jumpoint host inaccessibility KB0022386 - How to remove the link to chat transcripts on the page that appears after a session ends (Post-Session Landing link) KB0022393 - Is Local Jump supported for Linux Server OS? KB0022407 - What is supported and not supported for Windows vs Linux Jumpoints? KB0022409 - Is there a way to remove the pop-ups that appear when a support session ends? KB0022422 - Is there a way to request a password reset for the /appliance admin account in RS and PRA? KB0022423 - How often does BeyondTrust update RS and PRA Cloud Appliances? KB0022427 - Unable to update. Error: An error occurred installing this update KB0022430 - Can SAML users be migrated to another provider in Remote Support or Privileged Remote Access? KB0022436

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GloriaB
BeyondTrust Employee
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naidu_jstsTrailblazer
asked in General
Duplicates removal Password Safe

How to avoid or get rid of duplicates in Beyond Trust Password safe?

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MikeK
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (May 12 - May 19)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021333 - Cannot change the name of a traffic node in Remote Support or Privileged Remote Access "Internal Server Error" KB0021344 - Unable to communicate with Jump Clients or security providers in IP ranges 172.17.0.0/16 or 172.18.0.0/16 after upgrading to Base 7.0 KB0022324 - Where is the API configuration found? KB0022353 - Why can some accounts view password history and others cannot? KB0022358 - Is there a way to prevent screenshots being taken when in session? KB0022364 - Can a mouse pointer be used with iOS devices to Windows computers during remote sessions? KB0022367 - Show my screen option is missing from Representative Console KB0022374 - Do session recordings have audio? KB0022377 - Windows Clients going offline after upgrade from RS and PRA 22.1 or earlier KB0022379 - Fai

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GloriaB
BeyondTrust Employee
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Keith HookerApprentice
asked in General
Rep Console Search

Would it be possible to search the rep console by email address? i would think that the jump client would need to gather this information and upload it to the appliance.   

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M
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (May 5 - May 12)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0022284 - Linux Jumpoint installation error - Failed at step EXEC spawning /home/beyondtrust/jumpoint/init-script: Permission denied KB0022312 - How to set up a CNAME with Remote Support in Pathfinder KB0022322 - Can RS or PRA failover be configured so a specific appliance automatically reclaims the primary role once it comes back online? KB0022323 - Unable to remove users from a Jump Group KB0022345 - Where is the download license usage report? KB0022348 - Unable to override Jump Policy. Error - The Jump Policy's schedule does not permit a session to start at this time KB0022353 - Why can some accounts view password history and others cannot? KB0022355 - Why do remote sessions default to the EN-US keyboard layout? KB0022363 - Does Remote Support allow remote connection sessions to a Windows 365 c

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GloriaB
BeyondTrust Employee
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edwinb77Apprentice
asked in General
Beyondtrust remote support and W365

we are moving some customers/colleague to also use Windows 365 and of course sometimes they might need some support. The situation is that the majority of our staff and also IT levels do not have admin rights at all on their workstations as the workstations and W365 are full Intune managed and in Autopilot USER-Mode. The way we currently do support and where admin level is required is to use BTRS to take over the device and elevate prompts through the magic wand options. The problem arises with Windows 365. The agent runs fine on the background and we see it also active in the representative consol, however when using the JUMP to access the workstation, the user is not getting any prompts to allow the representative access to the workstation most likely due to the nature of W365 being basically an RDP session. I've tried doing it the other way around by sending a code to the user and they key this in in the session URL and then we do get access to the device, however this is limited an

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MichaelB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Apr 28 - May 5)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021303 - Auto update of a headless jump client on Linux ARM devices fail and leaves the device disconnected in Remote Support KB0021318 - Sorry, the rep name or id provided is incorrect error when joining a Remote Support session via Teams KB0022237 - After upgrading to 25.1.1, cannot send emails after upgrade. Error - Test email failed. SMTP authentication error [535] KB0022246 - Missing Login Prompt on Headless Linux System with Jump Client KB0022250 - Canned scripts option missing for macOS remote sessions KB0022251 - Vault account fails to check in post-use, becomes unusable KB0022254 - Upload Update option removed in Remote Support and Privileged Remote Access Cloud 25.1.1 KB0022255 - Issue opening sra-pin.exe - The application could not be started 0x0000364 KB0022261 - Session termination b

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GloriaB
BeyondTrust Employee
B
Community Manager
BeyondTrust CommunicationsCommunity Manager
published in General
Monthly Buzz - April - Remote Support

Looking to automatically backup your PRA / RS appliance on a schedule? BeyondTrust's Integration Client can help facilitate this (free of charge!). The BeyondTrust Integration Client is used to transfer session logs and recordings from the BeyondTrust Appliance B Series to an external system. Two external systems are currently supported: Microsoft SQL Server and Windows-based file systems. The BeyondTrust Integration Client supports plugins for these systems. A plugin defines the transfer details, such as the destination directory/file name or database to use. Plugin details and the standard SQL Server Schema are defined in this guide. Latest Available Version: Remote Support 25.1.1 -  April 2025 Beekeepers Hot Topics Jump Client immediately uninstalls after installing. Version 24.1.1“Its very random and never installs even with repeated attempts. Has anyone run into this issue and have a workaround?”Click here for the most popular articles In our Beekeepers Community Upcoming and In C

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B
Community Manager
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Apr 14 - Apr 21)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0020807 - Remote Support security scanner CSP directive issue - missing reporting-objective and form-action-objective KB0021299 - Remote Support Cloud Security provider will not save settings "Connection Agent Unavailable" KB0022212 - Unable to copy and paste from the Web Console KB0022225 - User not appearing in Remote Support after syncing the Active Directory group

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GloriaB
BeyondTrust Employee
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BeyondTrust Employee
Johnli AzucenaBeyondTrust Employee
posted in General
Remote Support: Managing Group Policies Interactive Workshop

Do you still have uncertainties about how to configure Group Policies?  💻🔐 Dive into our Interactive Workshop to learn about our Best Practices and put your knowledge to the test!  🧠💥 Title: Remote Support: Managing Group Policies Interactive WorkshopDate: 20 May 2025Time: 8 am Eastern and 1 pm UK and 8 pm SGTDuration: 90 minutes  Workshop Aim: This Interactive Workshop aims to test participants on their knowledge on how to manage Group Policies and the permissions in a set scenario.  Learning Objective:  At the end of this session, you will have been tested on adjusting, creating and managing  Group Policies by following a scenario environment given to you. You will also understand where permissions need to be changed for users depending on the type of access they need.   In this session we will cover:  What is the purpose of Group Policy  How Group Policy works within Remote Support  Key Concepts and best practices for managing Group Policies  A scenario where you get to confi

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J
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Apr 7 - Apr 14)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0022170 - Untrusted certificate warnings when using an RDP jump item KB0022174 - Best practices for Remote Support and Privileged Remote Access KB0022194 - How to create a registered app for Remote Support and Privileged Remote Access Vault KB0022195 - Error: This account has expired when trying to log into the administrative interface

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GloriaB
BeyondTrust Employee
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mhinszNewcomer
asked in General
Updating Jump Clients via SCCM

I’m seeking assistance to help untangle the mixture of BeyondTrust versions I have installed on our Windows devices. I’ve updated our appliance to verion 25.1.1, but our deployments still show verions 24.3.1 and 24.3.2 in our environment.  There are a lot of “Upgrade Pending” devices that I haven’t been able to resolve with the suggested methods of restarting the BeyondTrust service.  The Service appears to start, but quick stop again.  Do I need to create a task sequence that tries an update within the short window that the service is running?I feel like a complete uninstall is the best route forward, but my manual attempts to do so have not resulted in any positive results. 

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M
O
orionnwraApprentice
asked in General
New jump clients not appearing in representative console

We are having an issue where newly installed jump clients are not appearing in the representative console.  I filed a support request two days ago but have had no response.  I enabled debug logging on the client but there isn’t anything there that seems wrong.Anything else I can check on our end?

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Kenny Lyman
BeyondTrust Employee
T
tnossemNewcomer
asked in General
Threatlocker Customer Joined Support Queue Randomly?

Experienced an unusal incident in which a support user had a unexpected session appear in their queue with the customer name displaying as “ Threatlocker” the support user stated that they had not sent out a support link / key to any clients or was expecting any kind of support connection . At first they thought it could have been a prior client re-opening a old bomgar file. But after verifiying logs can confirm that the prior client’s name was different than “Threatlocker” . Also to note the support user did not interact with the session and attempted to remove the session by right-clicking but was diabled.The session did eventually disconnect on its own. Upon reviewing the logs it seemed that the “threatlocker” cilent was commenting in the session a repeated message over and over again even after a “disconnected” state. I am thinking this could have been a bot of some sort. This instance only happened once and did not reappear . I attempted to do a generic search online to see if the

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M
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Mar 31 - Apr 7)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021294 - How to integrate BeyondTrust Remote Support/Privileged Remote Access with Google for SAML Authentication KB0022108 - Privileged Remote Access and Remote Support 25.1 operating system certification matrix KB0022140 - Error when accessing security tab after software upgrade - An unexpected error occurred KB0022168 - File transfer completes with errors but fails to copy to folder KB0022169 - Jump Clients go offline when machine is in sleep mode. Error - The drive cannot find the sector requested KB0022170 - Untrusted certificate warnings when using an RDP jump item KB0022182 - How to perform an on-premise to on-premise SRA migration KB0022183 - Is it possible to remove reports from Remote Support or Privileged Remote Access?

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Mar 24 - Mar 31)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0022140 - Error when accessing security tab after software upgrade - An unexpected error occurred KB0022149 - Android Jump Clients prompt to allow screen casting "Exposing sensitive info during casting/recording"

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Mar 17 - Mar 24)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0022114 - How to add IP address and name to hosts file KB0022125 - Is Remote Support and Privileged Remote Access Affected by CVE-2025-27636 ? KB0022127 - What is the default driver location for new databases on SQL server? KB0022131 - The Organizational Unit (OU) is missing from the CSR request in /appliance KB0022133 - Unable to create new Jump Client. Error - The total number of deployable Jump Clients for this site has been reached

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GloriaB
BeyondTrust Employee
K
Kylar34Apprentice
posted in General
How to Deploy the Jump Client MSI via Intune

Hello all!After numerous attempts, I finally managed to successfully deploy the BeyondTrust Jump Client (MSI x64) via Intune. To save others time and frustration, I’ve put together a step-by-step guide (attached) outlining the exact process I followed to get the Jump Client installed on managed devices through Intune.I hope this helps—feel free to reach out with any questions!

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E
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Mar 10 - Mar 17)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021317 - Unable to login to Remote Support or Privileged Remote Access after adding certificates to a clustered LDAP provider "Failed to authenticate with 'password' using provider [4]: Unable to bind" KB0022055 - Domain discovery error - Failed to get information about discovery account KB0022075 - Unable to RDP - How to troubleshoot RDP KB0022081 - Approval emails for sessions have stopped working error - STMP error [450] Service unavailable KB0022085 - How to disable session recordings KB0022093 - Canned scripts with multiple files fail "Cannot find initialization file at... Please specify a valid initialization file"

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GloriaB
BeyondTrust Employee
M
MikePacificoApprentice
asked in General
Android Jump client config via Intune

We are working on a mass deployment of the jump client to Zebra TC53e devices via Intune.  No issue installing the app, however the application configuration that needs to be setup to pin the client does not seem to be working.  I confirmed the Mass deployment key and Company API name are correct and that the app config successfully gets deployed to the device, however the jump client never gets pinned.   If I use the browser/URL to configure the jump client, everything works so I am assuming I don’t have something properly setup in Intune.   Any help would be greatly appreciated!  Any help would be greatly appreciated! 

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M
T
Tina_KRising Star
asked in General
Changing the customer_client_start_mode value via btapi.exe?

Hello again,we are making progress with the API. But now I have another question.If I try to change the value customer_client_start_mode via API (btapi.exe) I get an internal server error. My json file looks like this: If I remove the parameter for customer client start mode from the json file the API works. So it is not really a server error... I can change values like jump_group_id and name. But not the start mode of the customer client.I guess this is the setting I can change in the console here (but only for a few clients at a time...):Is there a way to change the value via API?

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T
Z
zrobichaudRising Star
asked in General
RS and PRA client service keeps stopping

Hello,I’m hoping for some assistance with figuring out an issue that we have been experiencing in our deployment. Units will sometimes show they are offline in RS/PRA consoles, despite being online. I’ve worked with support in the early stages of our deployment for this issue, and I was able to make the required adjustments within our other systems to allow the programs to run properly, which fixed the majority of this issue. However, now it seems that if the computer is on for too long (goes ___ number of days without being turned off or restarted), the services will stop and need to be either manually started, or the computer turned off/restarted to get the services to come back online. This provides challenges as getting users to restart or turn off their computers periodically would be challenging to manage, and there are some units that are rarely restarted or powered off due to their function. Whenever this issue has arisen since we made the necessary changes to our anti-virus an

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