Remote Support

One of the laptop our company recent setup had error: BeyondTrust Jump Client disconnected from xxxxxxxxxBeyondTrust representative can not even find the computer name or ip address. Reconnect doesn't work at all and Enabled was ticked. 

The following articles were published last week. New Knowledge Base Articles: KB0022055 - Domain discovery error - Failed to get information about discovery account KB0022427 - Unable to update. Error: An error occurred installing this update KB0023316 - Unable to install BT26-02-RS or BT26-02-PRA patch - Error: An error occurred installing this update.

I am trying to move us away from the deprecated support button. My understanding is that the standby jump client should provide a user driven support request similar to support button. My question is what does the user do to initiate a support chat from the jump client? I have it installed on my computer, I can see my jump client in standby in the rep console. From the client my only options are to disable/uninstall or check-in. I was expecting an option to start a support chat.

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 KB0023270 - Are automatic product upgrades supported if appliances are configured in a failover pair or Atlas configuration? KB0023280 - What is the Activate Knox License setting in RS and PRA? KB0023281 - Copy and paste does not work in RDP Jump to Windows Server 2003 KB0023316 - Unable to install BT26-02-RS or BT26-02-PRA patch - Error: An error occurred installing this update.

So, I’ve attempted this multiple times and took a short break to clear my head. Cannot seem to get this wrapped up, and it’s a necessity. Hi, I’m Robert and I’m a Security Engineer for my company. Part of my portfolio is Enterprise Software Management via Intune. I manage all software deployments for the company on a tenant level, using assignment groups to make certain apps available to pertinent groups. Over the past 3 years, I’ve learned a lot where Intune deployments and the Windows OS intersect. I’m still on the learning path, but I’m figuring out the nuances, the lowest common denominators and getting better at troubleshooting issues. This is where things get complicated: 100% of my experience in this arena is Windows 10 / Windows 11 based. And we now have a very small fleet (<10 devices) of Mac devices for our Marketing team. Now, I’ve tried everything I can find online, but the documentation on how to pull this off via Intune is scarce and incomplete. Reddit has been the mos

The following articles were published last week. New Knowledge Base Articles: KB0022051 - /login interface page times out after 10 minutes

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: KB0021974 - Why is there scheduled maintenance stating - "Your SRA Cloud site is not appropriately sized for its usage level"? KB0023125 - Vault Password Safe Discovery connection fails - Failed to connect to Password Safe Client KB0023205 - macOS screen and audio popup request messages appearing. "Remote Support Customer Client is requesting to bypass the system" KB0023248 - .Gitignore file is being exposed and can be viewed in web browser KB0023255 - Duplicate Jump Item report is failing with 500 internal server error KB0023256 - Keyboard shortcuts executing on the representatives machine instead of in the RDP jump session when in full screen

Is there is a way to adjust the name of the client or customize the pop up to say, "COMPANY NAME - TECH SUPPORT" or something other than "Remote Support Customer Client" as it sounds incredibly suspicious. 

The following articles were published last week. New Knowledge Base Articles: KB0021991 - Email alert "No Data Syncs Are Being Pulled" KB0022022 - Password reset emails are not sending receive error: Reset password email not sent. The SMTP server responded with: connection timed out. KB0022034 - Error - "Invalid Session Key" when starting session through issue submission or session key KB0023223 - How to install a Linux Jumpoint (headless) KB0023234 - Error when attempting to set network restrictions "You are not allowed to save settings that will restrict your current IP address" KB0023236 - Emails from SRA cloud appliance fail "SMTP error [450]. Details: 4.7.25 Service unavailable" KB0023238 - How to uninstall a Jumpoint from a Linux system KB0023240 - Wrong URL displayed on the Remote Support - Start Support Session screen

The following articles were published last week. New Knowledge Base Articles: KB0021950 - Can users rename a Jump Item in Remote Support or Privileged Remote Access? KB0021988 - Missing "Forgot Password?" link on login page KB0022789 - MSI installer configured in SCCM no longer works after upgrade KB0023163 - Elevated access not working in command shell

I would like to connect to a specific computer by hostname to perform queries via API. The problem I’m running into is the API requires the jump client ID, not the host name. And there is no server side filtering for the hosts to find the jump client ID. I then tried to pull a list of all hosts and jump client IDs to filter on my end, but the maximum number of results I get is 13. I have extensively consulted with chatgpt and it came to this conclusion:Ah — that clarifies things. The reason your earlier scripts didn’t work is the Command API only supports listing all connected clients; it does not support a server-side filter by hostname. That’s why trying to query a single host returns nothing — the API only gives batches of connected clients, and without paging through, your host might not be in the first page.Ah — now it’s clear why you’re still only seeing 13 Jump Clients: the BeyondTrust Cloud Command API get_connected_client_list does not return all connected clients at once. On

The following articles were published last week. New Knowledge Base Articles: KB0023138 - Vault Password Safe discovery stuck in running status KB0023173 - Can canned scripts be run as the logged in user? KB0023183 - Can TLS 1.0 and 1.1 be disabled on the SRA appliance?

The following articles were published last week. New Knowledge Base Articles: KB0021907 - Remote Support presentation feature missing from Rep Console

The following articles were published last week. New Knowledge Base Articles: KB0021938 - API script containing start_session.ns call fails KB0022125 - Is Remote Support and Privileged Remote Access Affected by CVE-2025-27636 ? KB0022377 - Windows Clients going offline after upgrade from RS and PRA 22.1 or earlier KB0022574 - PRA and RS SaaS Google Cloud console next button not working on web jump KB0022583 - Unable to access the website for the cloud appliance KB0022748 - Local users are unable to log in to the Representative Console. Error "418 Failed to decrypt" KB0022808 - Jump Client Direct Download link does not work. Incorrectly prompts for Pathfinder authentication KB0023006 - Unable to install Jump Client on 64-bit Raspberry PI OS. Error "Setup failed: the binary will not execute" KB0023059 - LDAP security provider sync failed after upgrading to 25.2.1 or above "fail

The following articles were published last week. New Knowledge Base Articles: KB0022643 - Jump client add button is missing for administrators KB0023083 - How to deploy support buttons in Remote Support 25.1.2+ KB0023158 - Are video recordings of sessions included with Remote Support licensing?

The following articles were published last week. New Knowledge Base Articles: KB0022556 - Linux Debian 11 Jumpoint down after update - error while loading shared libraries KB0022857 - Representatives cannot see Remote RDP jump assigned to them KB0022963 - What version of RS and PRA supports the Password Safe connection for Vault discoveries? KB0023125 - Vault Password Safe Discovery connection fails - Failed to connect to Password Safe Client KB0023140 - What is Secure Remote Access (SRA)?

The following articles were published last week. New Knowledge Base Articles: KB0022933 - Option missing in Representative Console to deploy support buttons after upgrade KB0023084 - Unable to Jump to the unattended machine. Error "failed to lock session singleton... exiting" KB0023094 - Users can see other team reports despite "View their teams' sessions" policy being set

The following articles were published last week. New Knowledge Base Articles: KB0023090 - What does Patch HELP-11956 do? KB0023092 - Unable to deploy Jump Clients through Zone Proxies error "HTTP: Failed response code: 403" KB0023098 - Can OpenID Connect be used for authenticating Jump Items in a session? KB0023103 - Remote Support or Privilege Remote Access freezes repeatedly after upgrading an environment with failover configured

The following articles were published last week. New Knowledge Base Articles: KB0021820 - How to restrict access to /appliance KB0021831 - Receiving error DNS_PROBE_FINISHED_NXDOMAIN when accessing Public Portal KB0022976 - Jump Client features do not work as expected when laptop lid is closed KB0023006 - Unable to install Jump Client on 64-bit Raspberry PI OS. Error "Setup failed: the binary will not execute" KB0023028 - Unable to save entries typed in the Available Groups for OIDC providers KB0023032 - Support Buttons shows "Prompt Customer" instead of requesting representatives' credentials when elevating after upgrading to 25.2.1 KB0023076 - Connection lost after elevation attempt intermittently - Error: execution of the elevated process failed -- 5" KB0023077 - How to find the hash of a RS PRA Jump Client or Console KB0023083 - How to deploy support buttons in Remote S

The following articles were published last week. New Knowledge Base Articles: KB0021732 - How to collect logs for support buttons in Remote Support KB0021737 - How to use group policies and session policies to apply permissions in Secure Remote Access KB0021848 - Remote Support glossary of terms and concepts KB0021943 - Not able to login with LDAPS Security Provider - Failed to test the provider KB0022936 - All sessions failing to elevate after upgrade. "Execution of the elevated proccess failed" KB0023050 - Does the Jump Client need to be uninstalled before a new version is installed? KB0023059 - LDAP security provider sync failed after upgrading to 25.2.1 or above "failed to test provider" KB0023062 - Does Remote Support and Privileged Remote Access support self signed certificates for ACME?

I have a user that launches the representative console, successfully authenticates with SSO and is redirected to the desktop application which then prompts with “The Representative Console appears to be running already, but the existing instance failed to activate.”  I have seen this before and a reboot fixes it, but not with this user.This issue persists through reboots as well as a full uninstall/reinstall of the representative console for this user. The web console works for this user. If they sign in as a local Remote Support user (different than the SSO account) it will work through the desktop application.  I see in the debug logs it says, “Failed to obtain singleton lock”, but not much else for details. We are running version 24.2.3. Has anyone else experienced this before or have a solution?  

We have been using Remote Support for around two years. Usually the Rep Console auto-runs at startup, but I’ve noticed recently that stopped happening. I think I traced the issue down to a change in the autorun entry (and what looks like a change to the whole directory structure for the software) during updates to Remote Support this year. The old entry pointed to bomgar-rep.exe I believe, where it looks like the Bomgar references were all removed at some point in the timeline.After installing 25.2.2 didn’t help, I uninstalled the Rep Console from my laptop completely, and reinstalled it, and it looks like the autorun entry has been replaced with the proper path. Starting the console after updating the server and letting it download the new console app did not take care of this; it needed a full uninstall/reinstall to generate the new autorun.Anyway, I didn’t see this mentioned anywhere so I wanted to post the solution.

The following articles were published last week. New Knowledge Base Articles: KB0022853 - Is it possible for RS or PRA users to see credentials injected to a remote session from Password Safe? KB0023031 - Can a Jump Client use daisy-chained Jumpoints as a proxy?