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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.

97 Topics
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Community Manager
BeyondTrust CommunicationsCommunity Manager
published in General
Monthly Buzz - June - Remote Support

BeyondTrust Remote Support 25.1: Hardened for Trust, Tuned for Performance In Remote Support 25.1, BeyondTrust is reinforcing its core commitment to security, stability, reliability, and customer confidence. This release focuses on strengthening our foundation—delivering a smoother experience with enhanced stability and robust security updates. Our top priority is to provide customers with the most secure and dependable remote access solution possible. To ensure maximum reliability, we prioritized a comprehensive security patch rollup, focused quality assurance (QA) efforts that include a full regression testing cycle, and key stability enhancements. Our goal: to empower your support teams to work with confidence, knowing they’re backed by the most secure and dependable remote access solution. These new features are designed to provide a smoother, more resilient experience, helping you operate with confidence and peace of mind. We strongly recommend this update for all customers. Cloud

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Community Manager
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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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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
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Aug 11 - Aug 18)Weekly KB Publications

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

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Aug 4 - Aug 11)Weekly KB Publications

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

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GloriaB
BeyondTrust Employee
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rgrimmNewcomer
asked in General
Jump Client Installer Best Practices

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

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B
Community Manager
BeyondTrust CommunicationsCommunity Manager
published in General
Monthly Buzz - July - Remote Support

Best Practices for Remote Support and Privileged Remote Access Here are a few best practices for delivering secure and efficient remote support. Following these guidelines can help improve performance, reduce risk, and maintain compliance. Review the supported version lifecycle at least once a year and keep up to date. Having older software, more than two years behind, may make it more complex to get to the latest version. In some cases, a new appliance will need to be created. Refer to How to upgrade or update version 20.1.x and lower. If self-hosted, stay up-to-date with current releases and activate the Apply Critical Updates Automatically option found in the /appliance interface. For instructions, refer to Automatic critical update options in /appliance. Consider using an external authentication security providers (for example, SAML) over local accounts, and be sure to delete accounts not in use. For more information, refer to PRA Security providers or RS Security providers.

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Community Manager
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NobilityEbsApprentice
posted in General
Bulk copy of jump items to another jump group via list

is there a way to bulk copy a large amount of jump items from one jump group to another?  I am looking for a way to take a txt or csv file with a list of thousands of hostnames and copy that list to a new group.

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GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Jul 28 - Aug 4)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0022212 - Unable to copy and paste from the Web Console" to "Unable to copy and paste from the Web Console using Web Shell to SSH KB0022711 - Is a web browser plugin required for Chrome OS support? KB0022712 - Unable to set priority on existing or new support issue in Remote Support KB0022714 - Which ports are required for ad-hoc sessions in Remote Support? KB0022716 - Change in session key handling after ServiceNow upgrade KB0022717 - What network traffic does an active Jump Client send and can this be configured or inspected? KB0022727 - Remote Support and Privileged Remote Access Atlas certificate requirements

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Jul 21 - Jul 28)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0022081 - Approval emails for sessions have stopped working error - SMTP error [450] Service unavailable KB0022647 - How to download the SIEM Q radar plugin for Remote Support or Privileged Remote Access integration KB0022690 - Cannot connect to Representative Console. Error "Unable to establish a connection to the Secure Remote Access Appliance" KB0022705 - Does a live update require downtime?

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GloriaB
BeyondTrust Employee
leonoehlinger
leonoehlingerApprentice
asked in General
Jump Clients not reconnecting

We often hear from our techs that Jump Clients stay offline even though the PC is only and reachable.Trying to restart the sra-pin Service or the whole PC does nothing.The only way you get this client back online is with the user clicking onto “Reconnect now”.As soon as you click reconnect now the client comes back online.Does anyone else have this problem or has an idea how we can get around this?Another problem is that after a reboot the Jump Client often takes more than 10 minutes to get back online. 

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leonoehlinger
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Jul 14 - Jul 21)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021472 - Sync failed. Unable to bind as account@domain.com Can't contact LDAP server. Verify hostname and port. KB0022595 - How to register a different device for MFA in RS or PRA KB0022656 - Screen sharing controls turn grey and only "close" is available KB0022666 - Is Remote Support or Privilege Remote Access vulnerable to CVE-2022-22978 Spring Security? KB0022667 - Unable to make custom certificate default in RS or PRA /appliance KB0022669 - How to get crash dump logs for Remote Support and Privileged Remote Access KB0022673 - Tabs missing from /login for some users in RS and PRA KB0022677 - RS and PRA Jump Client switches and command line parameters glossary KB0022685 - Issues connecting to macOS Sequoia - Connection failed error

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

The following articles were published last week. New Knowledge Base Articles: KB0022312 - How to set up a CNAME with Remote Support and Privileged Remote Access in Pathfinder KB0022641 - How to configure shared IP failover KB0022643 - Jump client add button missing for adminstrators KB0022650 - How to add additional traffic nodes to an existing Atlas cluster

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GloriaB
BeyondTrust Employee
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Tina_KTrailblazer
asked in General
Session gets lost if remote computer is offline too long

Hello again,sometimes a support session gets lost or “broken” if the remote computer is offline for too long. (For example because it is making a BIOS Update that takes very long… or the user does not return to reboot for a while) The supporter can only End the session in this case and has to make a new one if the customer returns. Screen sharing controls turn grey and only “close” is available.Is there a way to set the timeout for “customer left session” higher so the session does not get lost?I did not find anything in the admin console or the knowledge base...

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mjhallVeteran
asked in General
Renewing Remote Support Certificates - Best Practice

Hello,We are coming up to our certificate renewal, and I noticed that the BeyondTrust documentation states “You do not need to create a new certificate request”, and to provide the original CSR if the CA doesn’t already have it.  See DigiCert documentation, “Best practice is to generate a new CSR when renewing your SSL/TLS certificate. This creates a new, unique keypair (public/private) for the renewed certificate.”  Why would BeyondTrust, a company developing security products, recommend a less secure process? Am I misunderstanding something, or should the BeyondTrust documentation follow industry best practices for renewing certificates which is to generate a new CSR in order to create a new keypair? 

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Tina_KTrailblazer
asked in General
Can I see to which traffic node a jump client is connected via console or on the client itself

Hi! Is there a way to see to which traffic node a specific jump client is connected right now?Either remotely, in the console or directly on the client?

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GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Jun 9 - Jun 16)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0022174 - Best practices for Remote Support and Privileged Remote Access KB0022301 - Integration Client does not work and retrieved no data KB0022447 - After upgrading to 24.3.2 or 25.1.1, the agent displays grey. "Service not available". Error in log: invalid binary path of peer KB0022509 - Unable to concurrently launch multiple Jump clients in the Representative Console after upgrading - Multiple simultaneous jumps not working KB0022521 - Logout idle representative after Policy stopped working KB0022540 - Is there any effect when changing SMTP authentication from Legacy to Oauth2 with the Integration Client? KB0022543 - How to force session key usage KB0022545 - Windows 11 Jump clients showing as Windows 10 in the Representative console and Access Console KB0022553 - What operating system can B

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GloriaB
BeyondTrust Employee
C
ChaseApprentice
posted in General
Remote Support 25.1.1 constantly goes down

Has anyone else’s Remote Support appliance been going down constantly?  Our cloud appliance which is on 25.1.1 has been going down multiple times per week since upgrading.  We’ve opened numerous tickets and Support has been dead silent on the issue for weeks now.  Just curious if anyone else is experiencing issues with Remote Support 25.1.1Having no insight to the backend is proving it difficult to explain to our end users and leadership why this keeps occurring especially during business hours.

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B
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Jun 2 - Jun 9)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021283 - How to configure Remote Support for representatives for integration with PortalGuard KB0022421 - Is the IP address assigned to the RS or PRA Cloud instance static? Can it be provided? KB0022428 - RDP Jumps failing when using xRDP or FreeRDP "Unknown connection error. 2001C" KB0022444 - Can USERID and DATETIMESTAMP be used in the Integration Client recording file format name? KB0022475 - Jump Client prompts for application selection after upgrade despite configuration KB0022483 - Is the recording session retention configurable? KB0022487 - Can the timeline for keeping Session Recordings be reduced to less than 90 days? KB0022488 - Is there a way to stop sessions from being recorded? KB0022495 - How to uninstall a Jump Client from a Linux system KB0022509 - Unable to concurrent

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (May 29 - Jun 5)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021833 - How to enable in-session two factor authentication in Remote Support and Privileged Remote Access KB0022201 - Managed System external Jump items are missing KB0022264 - How to turn PID logging on and off for RS and PRA on Mac or Linux systems KB0022447 - After upgrading to 24.3.2 or 25.1.1, the agent displays grey. "Service not available". Error in log: invalid binary path of peer KB0022453 - What is the retention for RS and PRA Vault password history? KB0022456 - How often does active Jump Client send its heartbeat back to RS appliance? KB0022465 - Warning message: Installing more than one Jump client being phased out KB0022484 - Is there a maximum screen resolution for an RDP Jump session? KB0022485 - Is Session Recordings required at all times, or only in specific cases?

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GloriaB
BeyondTrust Employee
J
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
N
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
K
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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