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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.

65 Topics
B
BT-customerRising Star
posted in General
Upgrade to 24.3.1 has been a failure

Here is my list of problems: The new agent running as sra-pin.exe has been deployed as of v24.3.1 but the old bomgar-scc.exe and remnants are still installed on upgraded systems, including the service. The new agent upgrade removed the ability of the old agent to be removed from Add/Remove programs, requiring manual registry scrubbing and file deletion. The new agent installs on diffierent locations depending if it’s upgraded or newly installed, making it almost impossible to detect via automation tools like InTune. The old process bomgar-scc.exe is still used when agent connects to a jump client, even though this process does not exist anywhere as executable before the connection is made. The new agent service stops running and does not resume, even after reboots. However, the sra-pin.exe process can be found running under the user context. The device shows offline regardless. Reinstalling the agent does not resolve this log term, after a day or so the agent goes back offline. Most de

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P
BeyondTrust Employee
B
BrendanApprentice
asked in General
Remote Support 24.3.1 issues installing on macos 15.3

Currently trying to install Remote Support Jump Client for mac, version being 24.3.1 We have been successful installing the client on Macos 15 but now having issues with 15.3. Is anyone else having the same issue?

2002
P
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Jan 27 - Feb 3)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021730 - Remote Support 24.3 dashboards feature KB0021850 - Failover fails after upgrading to Remote Support or Privileged Remote Access 24.1 and higher KB0021950 - Can users rename a Jump Item in Remote Support or Privileged Remote Access? KB0021961 - How to create a Service Principal in an Entra ID domain services Account KB0021988 - Missing "Forgot Password?" link on login page KB0021992 - Privileged Remote Access and Remote Support Cloud server IP changed after upgrade KB0021995 - Passive Jump Clients deprecation KB0022001 - Report states vulnerable to CVE-2024-12356 and CVE-2024-12686

430
GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Jan 20 - Jan 27)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021302 - Incorrect removal message when canceling and re-inviting in Jump Sessions KB0021304 - Error installing a jump client on Ubuntu 24.04 failed to untar to unpack directory KB0021308 - Missing callback button for generic Jump Clients on macOS KB0021310 - System Restore option is not working in Special Actions in the Windows customer client KB0021338 - Jump Client icon and menu issues in Ubuntu 24.04 KB0021605 - How to remove a user in Remote Support and Privileged Remote Access KB0021973 - Remote Support and Privileged Remote Access 24.3.1 releases paused KB0021974 - Why is there scheduled maintenance stating - "Your SRA Cloud site is not appropriately sized for its usage level"?

350
GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Jan 13 - Jan 20)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021296 - Issues mapping AWS language codes in Public Portal KB0021305 - Missing expiry time for SSH-CA account in Vault checkout KB0021319 - "BT" Command Shell Display setting not saving correctly KB0021794 - Privileged Remote Access and Remote Support 24.3 OS certification matrix KB0021871 - Error "Memory swapping could indicate that this appliance is undersized for current workload" in /appliance KB0021907 - Remote Support presentation feature missing from Rep Console KB0021911 - Remote Support error - Your BeyondTrust Remote Support license has expired KB0021938 - API script containing start_session.ns call fails KB0021941 - TCP Tunnel, Web Jump and Remote RDP connection types show as unavailable after upgrade KB0021943 - Not able to login with LDAPS Security Provider - Failed to test the provider

560
GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Jan 6 - Jan 13)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021908 - Jump Clients are stuck pending upgrade after upgrading Remote Support or Privileged Remote Access to 24.3.1

830
GloriaB
BeyondTrust Employee
T
tnitNewcomer
asked in General
Rep console crash - jump point

Hello , I have created a jump point recently and installed on one of our machines . I am able to RDP into windows machines unattended but everytime i establish a connection my representative console crash. on logging back i see the session in waiting window and i can successfully establish the connection. What could be the reason of my rep console crashing everytime on RDP using jump point method . I am on MacOs

751
R
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Dec 30 - Jan 6)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021323 - No Jump Items found match the search criteria message shows before showing the search results KB0021861 - Sync Error "Not available. Verify if the provider is enabled and it supports the requested operation."

320
GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Dec 23 - Dec 30)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021297 - Generic tokens and SSH accounts excluded from rotation summary message during bulk account rotation KB0021312 - Customer Chat stays enabled for customer client after disabling in /login KB0021337 - Secure Remote Access Appliance certificates disappear after uploading a new one

450
GloriaB
BeyondTrust Employee
M
Mauro MarquesNewcomer
asked in General
Best practice

Hello, Want to ear you from your experience about one point. Context: Group with 20k computers spread out in diferente business units (countries). Cybersecurity: centralized team for all the group. Helpdesk: each business unit (country) have their own team (some from an external provider and some other it’s internal technicians), with a dedicated IT manager. Those helpdesk teams have a quite huge turnover of people, over the time. Considering that (if I’m not mistaken) only administrator role can have the possibility to add/remove users from Group Policies, what is the best approach/what your experience tells?: Concentrate the administrator role only to cybersecurity team members? Problem/dificulty I see: it put all the heavy work of add/remove users (as I mentioned, there’s a huge turnover on helpdesk teams) to Cybersecurity team. Give administrator role to people on each business unit side (for example to the managers of each helpdesk teams)? Problem/difficulty I see: it give adminis

971
R
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Dec 16 - Dec 23)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021322 - Screenshot to File does not save as a PNG while in a Remote RDP Session using the Web Rep Console KB0021448 - OAuth email configuration error - Test email failed. Unknown error occurred ... [Code 451] or There was an error processing your request KB0021530 - The save filter option in the RS Rep Console or PRA Access Console and how to use it KB0021843 - Is Remote Support and Privileged Remote Access compatible with Windows 11 ARM devices? KB0021848 - Remote Support glossary of terms and concepts

430
GloriaB
BeyondTrust Employee
G
GrantNewcomer
asked in General
Mass install & uninstall

We just got upgraded to 24.3.1 and noticed the jump client installer is different. There doesn’t seem to be a KEY_INFO anymore. Also looks like the client gets installed to the C:\Program Files instead of C:\ProgramData too. Is there updated documentation on installation and uninstalling in a mass deployment?

2721
P
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Dec 2 - Dec 9)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021750 - Remote Support 24.3 Endpoint Automation new features KB0021780 - SEC_ERROR_EXPIRED_CERTIFICATE error when accessing appliance through Firefox browser KB0021787 - How to deploy Remote Support (RS) to Zebra devices via Intune KB0021788 - Do the following HAProxy CVEs affect Remote Support or Privileged Remote Access? KB0021794 - Privileged Remote Access and Remote Support 24.3 OS Certification Matrix KB0021820 - How to restrict access to /appliance

410
GloriaB
BeyondTrust Employee
C
Christoph NussbaumerApprentice
asked in General
Copy and paste special characters using RemoteRDP and Linux Jumpoint

We have setup a clustered Linux Jumpoint with 3 nodes for RemoteRDP connections. When trying to copy and paste special characters like “ëéäÿĆ” it will not paste any text, only when the special characters are removed. However, when we use a Windows Jumpoint for the same connection, it will copy and paste the text with special characters. Any idea what could cause this and how this could be fixed?

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C
B
BMontanyeApprentice
asked in General
Easy way to find and remove duplicate clients in Admin console.

I keep getting duplicate devices in the console, how do you prevent these from running up your license count? Is there a tool we can use to find the duplicated devices or is it just hunt and peck through thousands of devices?

5617
M
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Nov 25 - Dec 2)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021560 - What is FIDO2 and how to enable it for Remote Support and Privileged Remote Access KB0021779 - NET::ERR_CERT_INVALID error when accessing appliance through Chrome browser KB0021809 - How to upgrade Endpoint Credential Manager (ECM)

240
GloriaB
BeyondTrust Employee
M
mhinszNewcomer
asked in General
Remote Support Customer Client pop up on macOS 15 Sequoia

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.

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Nov 18 - Nov 25)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021298 - Vault account unavailable stuck in rotating state "The selected account is queued for rotation. Please try again later." KB0021626 - Privileged Remote Access and Remote Support 24.2 OS Certification Matrix

240
GloriaB
BeyondTrust Employee
L
LeeAtkinsonRising Star
asked in General
Unable to specify credentials in elevated mode

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?

2312
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M
mjhallVeteran
asked in General
Lost Admin Credentials

What happens if your administrator secrets are automatically rotated (or somehow lost) and you are no longer able to access /appliance or /login with admin credentials? Just to be clear, I am not currently in this situation.

2697
tclowater
BeyondTrust Employee
M
Mostafa GhazyNewcomer
asked in General
BeyondTrust Certified Implementation Engineer

I need access to the BeyondTrust Certified Implementation Engineer resources. I previously had access, but after the update, I can no longer find it. We are a BeyondTrust partner.

921
L
T
tnossemNewcomer
asked in General
Errors when setting up and accessing public portal

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!

611
M
BeyondTrust Employee
R
RBRuthApprentice
posted in General
Use limits and billing

We purchased Bomgar primarily for our IS department support. There are 3 line of business groups that occasionally need to remote to machines. The 5 or 6 people in that group, I assigned to use a maximum of 2 licenses at a time. At renewal time I bill them for their portion of the support bill. This has worked out OK but I am wondering if others have found ways to allocate cost or allocate license use to groups of people. My one complaint about Bomgar is that you need to exit the application to free up the tech license. If you only click the x it keeps running and using a license.

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M
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Nov 11 - Nov 18)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021702 - RS Geofluent translation error - Chat translation failed

150
GloriaB
BeyondTrust Employee
N
NeevanamApprentice
asked in General
Download Chat post the support session

Can we get automatically download the Chat post the support session without any requrest or approval in the remote support.

1141
N

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