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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.

77 Topics
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Christoph NussbaumerApprentice
asked in General
Copy and paste special characters using RemoteRDP and Linux Jumpoint

We have setup a clustered Linux Jumpoint with 3 nodes for RemoteRDP connections. When trying to copy and paste special characters like “ëéäÿĆ” it will not paste any text, only when the special characters are removed. However, when we use a Windows Jumpoint for the same connection, it will copy and paste the text with special characters.Any idea what could cause this and how this could be fixed?

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BMontanyeApprentice
asked in General
Easy way to find and remove duplicate clients in Admin console.

I keep getting duplicate devices in the console, how do you prevent these from running up your license count? Is there a tool we can use to find the duplicated devices or is it just hunt and peck through thousands of devices?

7187
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GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Nov 25 - Dec 2)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021560 - What is FIDO2 and how to enable it for Remote Support and Privileged Remote Access KB0021779 - NET::ERR_CERT_INVALID error when accessing appliance through Chrome browser KB0021809 - How to upgrade Endpoint Credential Manager (ECM)

240
GloriaB
BeyondTrust Employee
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mhinszNewcomer
asked in General
Remote Support Customer Client pop up on macOS 15 Sequoia

The screen recording allowance for BeyondTrust Remote Support has been popping up multiple times a day for myself and all test users that I’ve had update to macOS 15 Sequoia.Clicking “Allow for One Month” does not seem to function - as the pop ups continue. 

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Nov 18 - Nov 25)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021298 - Vault account unavailable stuck in rotating state "The selected account is queued for rotation. Please try again later." KB0021626 - Privileged Remote Access and Remote Support 24.2 OS Certification Matrix

260
GloriaB
BeyondTrust Employee
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LeeAtkinsonRising Star
asked in General
Unable to specify credentials in elevated mode

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? 

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mjhallVeteran
asked in General
Lost Admin Credentials

What happens if your administrator secrets are automatically rotated (or somehow lost) and you are no longer able to access /appliance or /login with admin credentials? Just to be clear, I am not currently in this situation.

2997
tclowater
BeyondTrust Employee
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Mostafa GhazyNewcomer
asked in General
BeyondTrust Certified Implementation Engineer

I need access to the BeyondTrust Certified Implementation Engineer resources. I previously had access, but after the update, I can no longer find it. We are a BeyondTrust partner.

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tnossemNewcomer
asked in General
Errors when setting up and accessing public portal

I have set up another public portal and template for one of our companies to remote support, but when attempting to access the portal, we are getting DNS_PROBE_FINISHED_NXDOMAIN. Is this something I need to resolve on my side or does BeyondTrust need to set this up for us to have functioning? What are my next steps?We have also tried to add the certificate for the domain in the Appliance section, but it does not appear to “stick” after adding. Is this why we are having issues? How can I get this portal working?I have been trying to get a response from BeyondTrust support for 2 weeks now, and with no response, hoping someone on here can assist. Thanks!  

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BeyondTrust Employee
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RBRuthApprentice
posted in General
Use limits and billing

We purchased Bomgar primarily for our IS department support.  There are 3 line of business groups that occasionally need to remote to machines.  The 5 or 6 people in that group, I assigned to use a maximum of 2 licenses at a time.  At renewal time I bill them for their portion of the support bill.This has worked out OK but I am wondering if others have found ways to allocate cost or allocate license use to groups of people.My one complaint about Bomgar is that you need to exit the application to free up the tech license.  If you only click the x it keeps running and using a license.

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GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Nov 11 - Nov 18)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021702 - RS Geofluent translation error - Chat translation failed

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GloriaB
BeyondTrust Employee
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NeevanamApprentice
asked in General
Download Chat post the support session

Can we get automatically download the Chat post the support session without any requrest or approval in the remote support.

1141
N
N
NeevanamApprentice
asked in General
Remote support Alert when Rep is idle in an active session.

Is there a way in Remote support where an alert is provided for being idle in a active session where either the end user or the representative is not moving mouse or not using keyboard for a period of time?

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P
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Nov 4 - Nov 11)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021594 - How to make Intel vPro work with Remote Support and Privileged Remote Access KB0021687 - How to clean up Uninstalled or Lost status Jump Client endpoints in RS or PRA KB0021690 - How to configure RS so all users can see all other current sessions KB0021693 - Jump Client screen share graphic issue (artifacting) when no monitor is connected to the machine (headless) - Not refreshing screen KB0021702 - RS Geofluent translation error - Chat translation failed KB0021730 - Remote Support 24.3 dashboards feature KB0021731 - How to get connection agent logs for Remote Support or Privileged Remote Access 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

290
GloriaB
BeyondTrust Employee
Devin Churchill
BeyondTrust Employee
Devin ChurchillBeyondTrust Employee
published in General
Customer Success Quarterly - 2024-Q4 - Remote Support

Hello! Last month our Chief Customer Officer, Sean Cashin, provided some information on our upcoming dedicated user community. I’m excited to announce that BeyondTrust launched our new BeeKeepers community on Monday, September 16th! Why BeeKeepers?The name BeeKeepers was born from the idea to protect and secure privileged identities, along with the paths those identities follow in order to gain privilege, aka Paths to Privilege. What does the BeeKeepers name mean to us?Imagine a company’s data and secrets as the honey in a beehive. BeeKeepers take care of the hive, protecting the honey and honeybees, from predators the live to steal the honey, damaging and destroying the hive. Now imagine you, BeyondTrust customers, IT Admins, SOC professionals, and CISOs are the BeeKeepers! And honeybees are identities – human and non-human – continuously travelling along their flight paths, the Paths to Privilege, collecting pollen and making more honey. BeeKeepers protect the honeybees’ path and con

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Devin Churchill
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Oct 28 - Nov 4)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021718 - Checking for RS or PRA updates fail on Base 7.0 and lower

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GloriaB
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Oct 21 - Oct 28)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021611 - Jump Client not connecting to virtual machines

470
GloriaB
BeyondTrust Employee
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mjhallVeteran
asked in General
How to view chat transcript after a session without reports

Hopefully a simple answer that I haven’t figured out yet: How does a representative view the chat transcript for a session they were just in? Is it only by viewing reports, or are there quicker options?

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sonamRising Star
asked in General
SAML User enabled in AD , but disabled in Remote support

User disabled in AD got disabled in Remote Support. But later user is enabled in AD but still disabled in remote support.

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P
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - KB Article Publications (Oct 6 - Oct 13)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: How to perform on-premise SRA appliance to cloud migration

510
GloriaB
BeyondTrust Employee
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Girish VNewcomer
asked in General
Support button not upgrading automatically in first connection

Recently we have upgraded BeyondTrust Remote Support Infra from v23.3.2 to v24.1.2 but Support button not upgrading automatically in first connection but remote connection establishing with fresh copy 24.1.2 client.

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Lindsay Gallant
BeyondTrust Employee
K
kmkarthickRising Star
asked in General
Jump Client immediately uninstalls after installing. Version 24.1.1

Its very random and never installs even with repeated attempts. Has anyone run into this issue and have a workaround?

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BeyondTrust Employee
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kmkarthickRising Star
asked in General
Enhanced Jump Client Information Display: IP Address & Serial Number

We recently implemented Remote Support and have been impressed with its ease of use. We're deploying Jump Clients to all of our end-user machines to continue providing unattended support, as we did with our previous remote tool.However, one key piece of information we've relied on in the past is the machine's serial number, which is currently not captured by Remote Support. It would be incredibly helpful if the serial number could be added to the list of information collected by the Jump Client. This would assist in verifying potential duplicate machine names at a given site.Additionally, while I can search through the captured information in the Jump Items section of the Rep Console, I haven't found a way to customize the columns displayed in the list. Would it be possible to allow customization of the displayed columns to include fields like the user, IP address, and serial number when the list is refreshed? This feature would significantly streamline our workflow.

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K
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anothermekrisNewcomer
asked in General
Showing active logins on multiple computers

Just today we have noticed new behavior where Bomgar Desktop (haven’t tested Web) is showing active logins on multiple computers. When we remote in, the customers aren’t actually logged into any of those computers but they *were* the most recent person to login.I remoted to 3 computers today, logged in as myself, initiated a restart, and now all 3 of those computers (and a 4th, my own) show me as being logged on. I did this to try to clear out an end-user who appeared to be logged into 3 machines at once.In other words, you look up my user ID in search, and 4 computer names show I’m logged in.We’ve not seen this before, and it’s suddenly happening to everyone who logs into various computers. Is anyone else seeing this? Or know why it suddenly starteed happening?

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GloriaB
BeyondTrust Employee
raymondus
raymondusApprentice
asked in General
Jumpoint Hardware Requirement

Hi guys, i see the documentation here: Requirements and considerations to install a Remote Support Jumpoint (beyondtrust.com) And there is this part:An average server class machine for a supported operating system, with 16GB of RAM, can readily support 25 concurrent sessions of any type (100 serial-over-LAN sessions, 200 Telnet or SSH sessions). Additional sessions are supported depending on the session types and other factors, or with higher server specifications My questions are:If I add hardware resources (CPU & RAM), will the number of concurrent connections that can be handled increase? I understand this highly depends on the activity being performed, but let's just assume i put 32GB RAM & 16 CPU. Does the Jumpoint have a hard cap, for example, 1 Jumpoint can only handle a maximum of 25 RDP / 200 SSH connections regardless of how much hardware is provided? How can you tell if a Jumpoint is overcapacity? For instance, with standard specs, if it’s already handling up to 30 R

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P
BeyondTrust Employee

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