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The following articles were published last week. New Knowledge Base Articles: KB0022456 - How often does active Jump Client send its heartbeat back to RS appliance? KB0022485 - Is Session Recordings required at all times, or only in specific cases? KB0022489 - Should the same upgrade package be used if appliances are in failover for RS and PRA? KB0023575 - Is RS and PRA vulnerable to CVE-2026-31431 Copy Fail? KB0023622 - This primary node's configuration is newer than one or more traffic nodes' configuration
Defending Against Identity Threats: A Privilege-Centric Approach to Service Desk Security Overcoming Cyberattacks Against Service Desks Attacks targeting service desks are on the rise, with over half (51%) of organizations reporting that social engineering attacks on the help desk / service desk are their most significant risk. Threat actors understand that compromising a service desk identity with access to accounts and standing privileges can give them the “keys to the kingdom”. Because service desks have the authority to perform high-risk actions, such as resetting passwords or disabling multi-factor authentication (MFA), they have become an attack vector used to bypass technical security controls. Support teams are often targeted through sophisticated social engineering, phishing, and even deepfakes. Weak verification processes, shared administrative accounts, and broad VPN access only widen the attack surface. To turn the tide, organizations must treat service desk solutions as a
Hello!We have a recurring issue. There are end-user endpoint devices with the RS client installed. After reinstalling the OS and reinstalling the client, the client no longer connects. Could this be related to an issue with the installed client? We have already performed network tests and everything appears to be working correctly at that level. There are no visible errors; the client simply does not connect.Thanks in advance
The following articles were published last week. New Knowledge Base Articles: KB0022430 - Can SAML users be migrated to another provider in Remote Support or Privileged Remote Access? KB0022436 - Support session shows: Waiting for reconnect. The customer has disconnected. The session will resume if the customer reconnects soon. KB0022453 - What is the retention for RS and PRA Vault password history? KB0022455 - Is it possible to automatically add the user's name as a tag during Jump Client deployment? KB0022457 - Do RS or PRA Cloud sites use a static IP address? KB0022461 - How long are recordings saved for in RS and PRA? KB0022727 - Remote Support and Privileged Remote Access Atlas certificate requirements KB0023340 - Provide credentials option missing during elevation after upgrade KB0023503 - Canned PowerShell scripts invoking Microsoft COM objects fail KB0023
The following articles were published last week. New Knowledge Base Articles: KB0021349 - Freshservice Remote Support or Privileged Remote Access integration receiving: Error validating parameter 'queue_id': No queue exists with the code name "general" KB0022367 - Show my screen option is missing from Representative Console KB0022393 - Is Local Jump supported for Linux Server OS? KB0022396 - What is the average input or output operations per second (IOPS) of the virtual SRA appliance under load? KB0022409 - Is there a way to remove the pop-ups that appear when a support session ends? KB0023456 - Is MFA step-up supported for RS and PRA for credential injection during an active session? KB0023577 - Jump Client screen blank when jumping to RHEL 9.1 and 9.7 machines with Wayland enabled
The following articles were published last week. New Knowledge Base Articles: KB0021273 - Remote Support Shell Jump greyed out: unable to create Shell Jump shortcut KB0021911 - Remote Support error - Your BeyondTrust Remote Support license has expired KB0022284 - Linux Jumpoint installation error - Failed at step EXEC spawning /home/beyondtrust/jumpoint/init-script: Permission denied 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 KB0022355 - Why do remote sessions default to the EN-US keyboard layout? KB0022366 - How many concurrent sessions does a Jump
Does anyone know how to get BeyondTrust Jump Client or Customer Client working with interactivity on Intune Multi-App Kiosk machines? We have our Jump Client installed but there’s no interactivity in Kiosk mode. And Customer Client simply gets blocked. Part of the issue with whitelisting apps with AssignedAccess seems to be the multiple EXEs to whitelist and not allowing dynamic paths. E.g. I think bomgar-scc.exe needs to be whitelisted but it lives in C:\Program Files\BeyondTrust\bomgar-scc\*\ bomgar-scc.exe
The following articles were published last week. New Knowledge Base Articles: KB0022201 - Managed System external Jump items are missing troubleshooting KB0022250 - Canned scripts option missing for macOS remote sessions KB0022262 - File transfer not working for macOS remote session KB0022294 - What are the Appliance FQDN requirements? KB0022319 - Can future Jump or Rep installer versions be downloaded before the appliance build is updated? KB0022320 - Can automated session reports be created? KB0022379 - Failed to convert VHDX file. Hyper-V Platform is not found KB0022388 - Is there a way to delete previous Discovery Jobs with Vault? KB0022400 - Why is FIDO2 not available for LDAP Users? KB0022402 - VNC asking for password when Vault is configured KB0022685 - Issues connecting to macOS Sequoia - Connection failed error
In Remote Support 26.1, some of the navigation options' names are changing. This KB article will provide the new terminology and demonstrate how to navigate the new options. Previous Term New Term Jump Item Asset External Jump Items External Assets Jump Group Asset Group Jump Policy Asset Policy Jump Item Role Asset Role Jumpoint Gateway Jump Session Session Jump Shortcut Asset Jump Zone Proxy Proxy Jump Method types Replaced with the specific method type (such as RDP, SSH, MySQL, TCP) Jump Method Connection Type Shell Jump SSH Read More Here Customer Case Studyivision: How ivision Simplifies and Scales Identity Security with BeyondTrust Latest Available VersionRemote Support 26.1.1 - April 2026 Beekeepers Hot TopicsBeyondTrust Remote Support Customer Client - Repeated Screen Capture
Hello all!After numerous attempts, I finally managed to successfully deploy the BeyondTrust Jump Client (MSI x64) via Intune. To save others time and frustration, I’ve put together a step-by-step guide (attached) outlining the exact process I followed to get the Jump Client installed on managed devices through Intune.I hope this helps—feel free to reach out with any questions!
The following articles were published last week. New Knowledge Base Articles: KB0022358 - Is there a way to prevent screenshots being taken when in session? KB0022440 - Can port forwarding be used on the SRA appliance for Remote Support or Privilege Remote Access ? KB0023395 - Unable to sign-in to Rep or Access Console when multiple SAML providers and network restrictions are configured KB0023424 - macOS users unable to download or install client "Open To Start Support Session.zip" KB0023448 - How to disband and re-configure Atlas cluster in Remote Support and Privileged Remote Access KB0023491 - Privileged Remote Access and Remote Support 26.1 operating system certification matrix KB0023496 - How to remove Jump Clients if the endpoint is no longer reachable KB0023501 - How to turn on sound during endpoint sessions for RS and PRA
I set up my jump groups and created a jumpclient linked to each jump group. In the jump client configuration I checked the box to allow override for the Name field and I’m trying to pass the jc_name parameter with the MSI deployment. However, it seems to just ignore it and the device comes in the rep console with the name showing as the Jump client name and not what I entered in for the jc_name parameter…. Has anyone had luck setting the name in the rep console with the MSI parameter?
Hello, everyone! [UPDATED to include additional version information] Today marks our very first Monthly Patch Day at BeyondTrust, and I'm thrilled to see our new monthly cadence officially in motion. As you'll remember from our earlier announcement, the third Tuesday of every month is now the predictable home for patching & maintenance across the portfolio - and today, April 21st, kicks things off. This inaugural release covers Remote Support and Privileged Remote Access. For our self-hosted customers, this one is flagged as a disruptive patch. If you're opted in to automatically apply disruptive patches at a set time, your appliance will take care of the update on its own - nothing for you to do. If you aren't opted in, you'll need to apply it manually at a time that works for your team. If you're unsure about your current automatic update settings or want to adjust them, this KB article walks you through everything you need to know. As always, BeyondTrust strongly recommends opti
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 KB0022221 - Privileged Remote Access and Remote Support with VDIs performance delays KB0022246 - Missing Login Prompt on Headless Linux System with Jump Client KB0023017 - How to gather ping and diagnostic stats via the Access or Representative Console KB0023434 - Unable to open Representative Console or Access Console "error reading license file" KB0023438 - Unable to select any Jump (Asset) Groups when creating Jump Client installer KB0023442 - Remote Support 26.1 navigation name changes KB0023445 - Dashboard shows no data or loses connection and states "The server is restarting" KB0023447 - Active session screen sharing stops working after several minutes KB0023460 -
The following articles were published last week. New Knowledge Base Articles: 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 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 KB0022265 - How many characters can the password value field contain in Vault? KB0022266 - How many generic Vault accounts can be created? KB0022271 - Which ports are required for the discovery and rotation of Vault accounts? KB0022272 - Is it possible to exclude credentials from an Asset (Jump Item)? KB0022283 - Can old sessions more than 90 days be restored for auditing? KB0023427 - Can VNC tokens be used for injection?
The following articles were published last week. New Knowledge Base Articles: KB0022225 - User not appearing in Remote Support after syncing the Active Directory group KB0023436 - Can Jumpoints be installed on macOS ?
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?
Unattended Remote Access and Remote Support Explained What Is Unattended Remote Access? (And Why It Matters for IT Teams) Unattended remote support occurs when an IT support technician or help desk professional remotely controls an endpoint without any end user present on the endpoint. Unlike attended support, where an employee is actively engaged in the session, unattended access solutions enable IT teams to perform routine maintenance, troubleshoot, install updates, and conduct health checks on a wide range of devices, including laptops, desktops, servers, smartphones, IoT, operational technology (OT), and more. Because unattended sessions don’t require user interaction, they are particularly useful for managing infrastructure at scale, supporting remote or hybrid workforces, and ensuring compliance through proactive monitoring. At the same time, their level of access and their potential to be exploited if not well-controlled raise important questions about security.This blog will ex
The following articles were published last week. New Knowledge Base Articles: KB0022235 - Representative Console opens in Windows mode despite last use in full screen KB0023394 - Representative console times out early ignoring Log Out Idle Representative After time setting KB0023437 - How to sync an Atlas cluster
Hi everyone,we would like to raise a concern regarding the Command Shell behavior introduced in Remote Support 25.3.1.The fact that the shell now starts in the context of the logged-in user by default (without requiring user credentials or consent) is, from our perspective, a significant security regression.In previous versions, this behavior was not possible — access to the user context required explicit authentication. Now, support staff can directly access user-level resources such as OneDrive, network shares, or SharePoint without the user being aware.In regulated environments (e.g., banking), this is a serious issue:- it breaks the separation between user and system privileges- it introduces potential audit and compliance risks- it allows unintended access to sensitive user dataAt the same time, our operational requirement remains:- we must be able to perform support actions without user interaction- but strictly within system/administrative context unless explicitly approved othe
Hello, we recently started using BeyondTrust for our Intune-managed MacOS devices, and we have run into an issue with several of our users. They get 10-15 popups a day, saying "Remote Support Customer Client" is requesting to bypass the system private window picker and directly access your screen and audio. Screenshot here: Here are the details.Device:MacBook Pro (16-inch, 2024) MacOS Tahoe 26.3.2 BeyondTrust Remote Support 25.3.1Symptoms:Pop-ups happen all throughout the day, approximately 10-15 times daily, with no specific trigger. Even after pressing "Allow", the pop-ups continue to reappear. The Pop-ups have the following text: "Remote Support Customer Client" is requesting to bypass the system private window picker and directly access your screen and audio. This will allow Remote Support Customer Client to record your screen and system audio, including personal or sensitive information that may be visible or audible. Troubleshooting steps:Tried turning the setting off and back
I am opening this post to discuss solutions for upgrading Remote Support in an enterprise environment where all software, including the Representative Console, must be distributed via Microsoft Intune. Users cannot install or upgrade software themselves directly from the Download Console page, which often leads to downtime during upgrades.Our current approach is:Upgrade the backup appliance first to obtain the latest software and prepare the Intune package in advance. On rollout day, ensure the new version is available in Intune, then temporarily switch the backup appliance to primary so users experience minimal interruption. Behind the scenes, we will upgrade the original primary appliance, then revert to the normal setup.However, this method has limitations: during the backup/primary appliance upgrade, there is no failover, and data synchronization may be affected.What strategies have you used to handle similar upgrade challenges in Intune-managed environments?
We have seen an issue where in some scenarios, it may be possible to connect to a user’s screen without requiring their acceptance. When you initially establish a jump session and perform Shell work to fix an issue, users may have their screen locked or logged out. Unfortunately, the session policies do not appear to re-evaluate, so whatever the status of the device was when you established the jump session is held throughout the session. A workaround would be to disconnect the jump session and establish a fresh session before you use the screenshare function, which would then pick up the user is logged on and present the prompt.For example:User reports an issue on desktop, walks away.The machine is connected to (Shell, System etc but not screen sharing).User returns and unlocks the machine.Screen sharing is started from the Rep Console.Due to the existing session already established (using Shell and System Information), no prompt for the user to accept is required, and it connects to
The following articles were published last week. New Knowledge Base Articles: KB0022065 - Unable to install Jumpoint on Debian 11 OS. Error - PUSH_AGENT:ERROR exception occurred while connecting to gateway
Hi all! Hope you are doing well.I’ve encountered an issue regarding installation of BT RS. Currently I have about 60 users that have the Jump Client installed on their device. I wanted to update the clients, and it seems like the .dmg file now says sra-scc-<uid>.dmg, and not bomgar-scc-<uid>.dmg (I believe this is not the issue though).Right now, when I prepared the package to be deployed from Jamf Pro (our MDM), the package installs, it shows the BT RS icon on the top-menu bar for a split second (it’s crossed), and then disappears. I can’t see the newly installed jump client in my representative console, so basically it’s like it installed for a moment, then uninstalled or is not present on the machine. I’ve followed the ‘mass deploy on macOS’ instruction, so have all the PPPC settings as well. I have also included the xattr command into the deployment script, but it looks like it does not matter whether it is included or not, the same situation keeps happening on both set
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