Remote Support

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?

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?

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.

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

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"

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

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

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.

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

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?

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. 

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

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

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...

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? 

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?

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

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.

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

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?

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!