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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.

106 Topics
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Community Manager
BeyondTrust CommunicationsCommunity Manager
published in General
Monthly Buzz - August - Remote Support
Monthly Buzz - August - Remote Support

Real-World Success Stories with BeyondTrust Remote Support Many of BeyondTrust’s current Remote Support customers sought a new remote support solution because of business challenges. They were on the hunt for a solution that unified their help desk use cases with key integrations and boosted productivity, all while addressing security concerns and adhering to compliance requirements. One payment and processing company saw an 80% increase in productivity after implementing our solution.This article will dive into why a few of our real-world customers decided on Remote Support as their IT software of choice, and will reveal the measurable gains they’ve made in productivity, security, and compliance. Why Customers Chose BeyondTrust Remote Support Remote Support Unifies Use Cases with Key IntegrationsIt’s common for a help desk’s tech stacks to proliferate over time. They add on use-case-specific tools as their demands grow or priorities shift. However, this sprawl of IT tech leads to seve

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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
What is the average time to establish a session in Remote Support?

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.

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GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Sep 8 - Sep 15)Weekly KB Publications

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

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GloriaB
BeyondTrust Employee
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rpollock_tgApprentice
asked in General
Deploying MacOS jump clinet via Intune

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

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BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Sep 1 - Sep 8)Weekly KB Publications

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?

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Aug 25 - Sep 1)Weekly KB Publications

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?

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GloriaB
BeyondTrust Employee
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Straffe LyckeNewcomer
asked in General
Loss of elevation after appliance upgrade to 25.1.2

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.

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BeyondTrust Employee
B
Community Manager
BeyondTrust CommunicationsCommunity Manager
published in General
Important: Upcoming changes to filenames in Remote Support and Privileged Remote Access version 25.2

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

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B
Community Manager
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Aug 18 - Aug 25)Weekly KB Publications

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"

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GloriaB
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
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rgrimmApprentice
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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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
B
Community Manager
BeyondTrust CommunicationsCommunity Manager
published in General
Monthly Buzz - July - Remote Support
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
T
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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T
B
Community Manager
BeyondTrust CommunicationsCommunity Manager
published in General
Monthly Buzz - June - Remote Support
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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B
Community Manager
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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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L
T
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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T
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

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