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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.

87 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
B
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
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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
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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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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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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
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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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