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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.

82 Topics
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MikePacificoApprentice
asked in General
Android Jump client config via Intune

We are working on a mass deployment of the jump client to Zebra TC53e devices via Intune.  No issue installing the app, however the application configuration that needs to be setup to pin the client does not seem to be working.  I confirmed the Mass deployment key and Company API name are correct and that the app config successfully gets deployed to the device, however the jump client never gets pinned.   If I use the browser/URL to configure the jump client, everything works so I am assuming I don’t have something properly setup in Intune.   Any help would be greatly appreciated!  Any help would be greatly appreciated! 

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Tina_KRising Star
asked in General
Changing the customer_client_start_mode value via btapi.exe?

Hello again,we are making progress with the API. But now I have another question.If I try to change the value customer_client_start_mode via API (btapi.exe) I get an internal server error. My json file looks like this: If I remove the parameter for customer client start mode from the json file the API works. So it is not really a server error... I can change values like jump_group_id and name. But not the start mode of the customer client.I guess this is the setting I can change in the console here (but only for a few clients at a time...):Is there a way to change the value via API?

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zrobichaudRising Star
asked in General
RS and PRA client service keeps stopping

Hello,I’m hoping for some assistance with figuring out an issue that we have been experiencing in our deployment. Units will sometimes show they are offline in RS/PRA consoles, despite being online. I’ve worked with support in the early stages of our deployment for this issue, and I was able to make the required adjustments within our other systems to allow the programs to run properly, which fixed the majority of this issue. However, now it seems that if the computer is on for too long (goes ___ number of days without being turned off or restarted), the services will stop and need to be either manually started, or the computer turned off/restarted to get the services to come back online. This provides challenges as getting users to restart or turn off their computers periodically would be challenging to manage, and there are some units that are rarely restarted or powered off due to their function. Whenever this issue has arisen since we made the necessary changes to our anti-virus an

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mrsosoApprentice
asked in General
Supporting Highly Secured PCs Behind a Firewall

HELP.  We have the on prem Bomgar setup.  We also have computers that are on our LAN that are LOCKED DOWN.  These PCs have full access to the Bomgar server in our DMZ.  These PCs do not have Internet Access.  Internet Access is blocked for these PCs.  When Internet is blocked, we cannot manage these PCs over Bomgar.  As soon as we open up Internet, we can manage the PCs.  Here’s the other thing, we can enable internet access, jump to the PC, disable internet access, and we still have the remote access session up without issue.  There has to be some sort of internet check in that is happening for these PCs that is required.  Is there a way to manually add these PCs into Bomgar and not worry about this “phone home” check in that is happening?Thanks.  

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BeyondTrust Employee
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IanWApprentice
asked in General
Customer/End User Approval for Jump Client Sessions

We are looking to configure BT Remote Support to request approval from the end user bevore our support agents can connect to a jump point does anyone have any details as to how to configure this, i cant see it in the Admin interface. Thanks

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Shalini.RameshRising Star
asked in General
View custom reports

Hello All,For SOX audit purposes, we need to extract full list of ALL accounts stored in BeyondTrust along with group names, secret safe memberships, and details of all users to have access to the saved accounts.The in-built reports we already have under Reports and Audit does provide the above details. Please let me know if there is any way we can export the above report containing the details mentioned in BeyondTrust. 

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kmkarthickRising Star
asked in General
Significant API Changes post 24.3.2 Upgrade

I work for a retail organization with multiple Jump Groups, and automating the Jump Client installer download has always been a tedious but necessary task, especially since each appliance upgrade requires redownloading the installer.To streamline this, I developed an automated process that directly retrieved the appropriate installer from the appliance via API. This solution worked flawlessly for two years—until the 24.3.2 upgrade broke it. It appears that BeyondTrust modified the schema, introducing different key_info handling for MSI-based installers and, more frustratingly, removing the option to download EXE files entirely.What’s most aggravating is that none of these API changes were documented in the change log, making it difficult to adapt. Has anyone else encountered similar challenges post-24.3.2 upgrade? If so, have you found any viable workarounds?

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GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Feb 24 - Mar 3)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021306 - Issue clearing Windows clipboard sync on jump client KB0021309 - Jump Clients in a Jump Zone Proxy show online but some timeout when starting a session KB0021327 - Remote Sessions with Android TV - buttons do not work as expected KB0022060 - How to install an update set for RS or PRA in ServiceNow KB0022065 - Unable to install Jumpoint on Debian 11 OS. Error - PUSH_AGENT:ERROR exception occurred while connecting to gateway KB0022071 - Accessing Jump items is slow

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GloriaB
BeyondTrust Employee
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BeyondTrust Employee
Phillip LBeyondTrust Employee
published in General
Customer Success Quarterly - 2025-Q1 - Remote Support

 Greetings! I'm Phillip Lehner, the Senior Director of Education at BeyondTrust, and I'm thrilled to lead our efforts in delivering exceptional learning experiences. I'm excited to share how we're elevating your journey with a new, streamlined method of accessing training: Success Included with BeyondTrust University.      At BeyondTrust University, we believe our customers deserve nothing short of excellence in the tools they use. That’s why we’ve launched 'Success Included' — to elevate your learning experience and ensure you achieve success with BeyondTrust’s solutions.  Success Included is an education program that makes foundational knowledge accessible to customers at no additional cost. It features easy-to-follow, self-paced eLearning courses that empower system administrators to configure and manage BeyondTrust products using industry best practices. Our goal is to equip learners with the knowledge needed to maximize the value of their investment with BeyondTrust. Because your

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BeyondTrust Employee
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kmkarthickRising Star
asked in General
Endpoint Automation Question in 24.3.2

Have anyone upgraded to Remote Support 24.3.2 and using Endpoint Automation….  24.3.1 promised a new Endpoint Automation admin permission, and various UI improvements….. but i don’t see any such information in the release notes for 24.3.2 https://docs.beyondtrust.com/rs/changelog/remote-support-24-3-1https://docs.beyondtrust.com/rs/changelog/remote-support-24-3-2

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GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Feb 17 - Feb 24)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0022041 - After upgrade to RS or PRA version 24, outbound events for Service Now integration receive error: Maximum file exceeded KB0022051 - /login interface page times out after 10 minutes

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GloriaB
BeyondTrust Employee
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Tina_KRising Star
asked in General
Copy / Move jump clients to jump groups via API?

Hello, sorry, I have another question…I read the API guide and it seems that there is no way to copy / move a jump client (aka computer) to another jump group. There are only commands for users.I want to move or copy a client (or a list of clients via Powershell) from one jump group to another one. I can do that in the console one by one, but I would love to do that automatically via API.Is there a way?

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ckreherApprentice
asked in General
Remote Support 24.3.2 macos jump client

Just curious is anyone else is seeing the following…On a mac machine that has never had BT installed before. On first jump, the user is prompted to grant disk access, screen recording, etc. On the screen recording, the user is then prompted to quit and reopen or do that later. If you choose quit and reopen, the jump session works fine, but the icon for BT disappears from the menu tray. Once you end the jump session, the computer shows as offline in the console until one of 2 things happens. The remote computer is restarted or you wait 5-10 minutes. In that time, the icon reappears on its own and the computer can be jumped to again.I am testing on 15.3.1 and this issue was present in 24.3.1 as well.  Support “believes” this is intended but I have pushed back.  I can’t move forward with this version until support KNOWS this is the intended behavior.

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BeyondTrust Employee
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Tina_KRising Star
asked in General
Selecting a list of jump clients by hostname?

Hello there,we are using BT Remote Support and we often have to select and move / delete a lot of jump clients at once (because devices get scrapped or moved somewhere else).It is pretty tiring to select them one by one… (and no, waiting for the auto deletion of non-connected jump clients after x days is no solution in this case...)It would be so easy if there was a way to make a selection for more than one hostname in the search bar, so I could copy a list of ten or more hostnames in there and get a list with all the clients.I would also appreciate an API to do so, but I did not find a way to select a list of clients by hostname. Does anybody have the same issue and a solution for this? Best regards,Tina

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VegardApprentice
posted in General
Jump Client when you have an existing deployment and automating the upgrade

If i use Intune, Configuration Manager or something similar i have to replace the Jump Client binary when i update the console to make sure i dont deploy an outdated client.Is there a way to automate the download of the updated client directly from my cloud instance or somewhere else so i always have an up to date binary?

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GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Feb 10 - Feb 17)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021991 - Email alert "No Data Syncs Are Being Pulled" KB0022018 - How to schedule a Remote Support or Privileged Remote Access update "install later" KB0022022 - Password reset emails are not sending receive error: Reset password email not sent. The SMTP server responded with: connection timed out. KB0022025 - Support button installation fails with error - There was an unexpected response from the server KB0022034 - Error - "Invalid Session Key" when starting session through issue submission or session key

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Feb 3 - Feb 10)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021311 - Remote Support post-session messages are not showing after closing sessions on a Mac KB0021973 - Remote Support and Privileged Remote Access 24.3.1 releases removed KB0021998 - Automatic critical update options in /appliance KB0022004 - Update to Base 7.3 or higher, stuck or not refreshing page when setting up Privileged Remote Access and Remote Support appliance

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GloriaB
BeyondTrust Employee
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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 dev

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BeyondTrust Employee
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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?

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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

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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"?

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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 t

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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

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GloriaB
BeyondTrust Employee
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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

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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."

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GloriaB
BeyondTrust Employee

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