Remote Support

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-s

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

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

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

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 est

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

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

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 certifi

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

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"

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

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!

The following articles were published last week. New Knowledge Base Articles: KB0021363 - Network Tunnel jumps cause Jumpoint host inaccessibility KB0022386 - How to remove the link to chat transcripts on the page that appears after a session ends (Post-Session Landing link) KB0022393 - Is Local Jump supported for Linux Server OS?

How to avoid or get rid of duplicates in Beyond Trust Password safe?

The following articles were published last week. New Knowledge Base Articles: KB0021333 - Cannot change the name of a traffic node in Remote Support or Privileged Remote Access "Internal Server Error" KB0021344 - Unable to communicate with Jump Clients or security providers in IP ranges 172.17.0.0/16 or 172.18.0.0/16 after upgrading to Base 7.0 KB0022324 - Where is t

Would it be possible to search the rep console by email address? i would think that the jump client would need to gather this information and upload it to the appliance.