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Protecting the Future of Work, One Session at a Time BeyondTrust crossed a major milestone: one billion secure remote sessions (and counting), powered by BeyondTrust Remote Support and Privileged Remote Access (PRA) solutions. Each one of those billion secure connections enabled IT, operational technology (OT), and security teams to support users, protect critical infrastructure, and keep businesses moving across the globe. With the average cost of a data breach reaching $4.4 million in 2025, each one of those billion sessions represents a secured connection that protected a business from potentially devastating financial and reputational harm. From the service desk to the server room, BeyondTrust has enabled secure access across industries, time zones, and devices, keeping remote employees productive, third parties accountable, and critical systems protected. Over 500 million of those sessions happened in just the past five years, reflecting the rapid adoption of our trusted secure re
25.2.2 trying to assign a direct queue for the jump client button does not seem to like this “JC_SUPPORT_BUTTON_DIRECT_QUEUE=team:blah_tc”. This is the syntax provided in the docs. Has anyone else see this? Other similar options are working “JC_JUMP_GROUP=jumpgroup:blah_jg”.
The following articles were published last week. New Knowledge Base Articles: KB0023001 - Let's Encrypt certificate shows expired. Clicked Force Renew button but it does not work. KB0023013 - Can tags be assigned to Jump Clients automatically? KB0023017 - How to gather ping and diagnostic stats via the Access or Representative Console
The following articles were published last week. New Knowledge Base Articles: KB0021693 - Jump Client screen share graphic issue (artifacting) when no monitor is connected to the machine (headless) - Not refreshing screen KB0021780 - SEC_ERROR_EXPIRED_CERTIFICATE error when accessing appliance through Firefox browser KB0022133 - Unable to create new Jump Client. Error - The total number of deployable Jump Clients for this site has been reached KB0022749 - Remote Support for Android devices not functioning since ONE UI update Android 15 KB0022784 - Privileged Remote Access and Remote Support 25.2 operating system certification matrix KB0022958 - Multiple warnings appear during Jump Client installation on Linux machines "Failed to start transient service unit" KB0022964 - Certain features are not working during session when using BeyondTrust Support app on Android KB0022966 - Annotations
I’m in the process of re-doing some Jump Client installers (previously team configured it all) and I’ve got some questions burning a hole in my brain.What are the primary benefits / drawbacks of using a Windows MSI vs EXE installer for persistent connections? In my testing, I’ve had far more install success with EXE’s than MSI’s in Configuration Manager deployments. Are the Jump Client installers tied to the user that created it in any way? We seem to run into weird issues with clients failing to install when the user that created it has left the organization. As a result, a BT support rep suggested creating the Jump Clients as the local admin. Is there any way, whatsoever, to view/edit all the settings created for a Jump Client after hitting Create? All I can see is Delete/Extend/Download. Do you have any reasons for using installation Overrides in your organization? Do you have any other useful nuggets of wisdom around Jump Client installers?Again, I’ve gone through all the documenta
I am attempting to uninstall the Remote Support Jump Client en-masse across my Windows environment. Attempting to uninstall via my RMM (NinjaOne)’s software inventory returns an error that says the program is not capable of silent uninstall. I have attempted to create a batch script to uninstall, but because the installation location of the Client is inconsistent, this has been a struggle.Has anyone found an effective, repeatable method to uninstall the BeyondTrust Remote Support Jump Client (as well as Privilege Management)?I know you can uninstall from the representative console, but many of my devices have stopped communicating to the console.Any help would be greatly appreciated!
The following articles were published last week. New Knowledge Base Articles: KB0021345 - RS or PRA SAML errors "Authentication failed " "NameID format does not match the recommended settings of the service provider" KB0022960 - Vulnerability report for RS or PRA returns misconfigured CORS policy
The following articles were published last week. New Knowledge Base Articles: KB0022428 - RDP Jumps failing when using xRDP or FreeRDP "Unknown connection error. 2001C" KB0022939 - Does Remote Support utilize SMB for its product or functionalities, such as file sharing during remote sessions? KB0022941 - Elevation failing on macOS. Error ""The elevation attempt failed." KB0022944 - Does BeyondTrust need to be involved with updating or upgrading RS or PRA Cloud Appliances?
BeyondTrust Remote Support 25.2: Scaling Secure Access and Proactive IT at the Service Desk What’s New in Remote Support 25.2? Remote Support 25.2 is here, representing the next step in our mission to secure and simplify remote access at scale. Our latest installment of security-forward enhancements brings more security features, capabilities, and integrations to empower service desks to proactively repair and protect endpoints across complex environments. From streamlined credential management to enhanced monitoring and compliance readiness, 25.2 is designed to help IT teams stay ahead of threats while improving efficiency. 7 Enhancements That Help You Scale Secure Remote Support for IT Service Desks 1. Extend the Reach of Your Script Automations with Orchestration APIOur new orchestration API to Endpoint Automation makes it easier than ever to trigger automation tasks from external systems. With permissions tied to assigned Jump Groups and tasks, users can quickly and effectively see
The following articles were published last week. New Knowledge Base Articles: KB0022232 - Unable to re-establish failover. Error - The remote appliance blocked the request KB0022876 - How are nested groups created through the Desktop Console? KB0022922 - How to configure SMTP via Oauth2 for Office 365 mail in Entra ID KB0022923 - Jump Items exceeding 50 not updating for associated Vault account when deleted KB0022925 - Unable to login to Rep Console on iOS. Error "the site address given is not valid" KB0022933 - Option missing in Representative Console to deploy support buttons after upgrade KB0022936 - Sessions failing to elevate after upgrade. "Execution of the elevated proccess failed" KB0022939 - Does Beyond Trust Remote Support utilize SMB for its product or functionalities, such as file sharing during remote sessions?
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!
The following articles were published last week. New Knowledge Base Articles: KB0021556 - Missing command shell tab KB0021561 - How to enable virtual smart card logging KB0022292 - How to add or modify a tag and create or update nested sub-groups for Jump Items KB0022560 - All fields greyed out when creating a new remote jump shortcut or using the Jump to option KB0022888 - After upgrade, RS and PRA triggering security warnings regarding Content-Security-Policy headers KB0022893 - Unable to remove other users from session as an Administrator KB0022897 - Does Vault support AWS secrets?
Hello!I wanted to ask the community how long the average time is to establish a session in Remote Support in your environments. From clicking on jump to getting a session window (not just the entry in the queue, but the real window).What things can influence this establishing time except virus scan?Thank you in advance.
The following articles were published last week. New Knowledge Base Articles: KB0021581 - How to capture ACH logs for Remote Support and Privileged Remote Access KB0022274 - Cannot jump to certain computers. Location for endpoints leverages a Jumpoint Proxy. Error - The operation timed out KB0022848 - Can NTLMv2 be turned off for RS or PRA? KB0022853 - Is it possible for RS or PRA users to see credentials injected to a remote session from Password Safe? KB0022861 - Desktop Console keeps crashing
The following articles were published last week. New Knowledge Base Articles: KB0021414 - Sign-in loops and shows an unexpected error occurred with SAML authentication due to UPN mismatch KB0021540 - Where to download the customer client using curl, wget and btapi KB0022784 - Privileged Remote Access and Remote Support 25.2 operating system certification matrix KB0022822 - Newly deployed Jump Clients show disconnected KB0022844 - Why do some jump items continue to show an online status when the machine is switched off?
The following articles were published last week. New Knowledge Base Articles: KB0022808 - Jump Client Direct Download link does not work. Incorrectly prompts for Pathfinder authentication KB0022811 - How to run the session policy to simulator to check for permission issues KB0022815 - SAML IdP cloud groups showing as GUID's under Group Policies in Pathfinder KB0022828 - What is the 'Verified Administrator' for RS or PRA? Can it be changed or updated?
We’re having issues with our RS sessions automatically passing elevation to our technicians. we were previously at 25.1.1 and had no issues with automatically passing elevation. when we upgraded to 25.1.2 our rs sessions suddenly stopped automatically passing elevation on the majority of our rs sessions. tia.
Real-World Success Stories with BeyondTrust Remote Support Many of BeyondTrust’s current Remote Support customers sought a new remote support solution because of business challenges. They were on the hunt for a solution that unified their help desk use cases with key integrations and boosted productivity, all while addressing security concerns and adhering to compliance requirements. One payment and processing company saw an 80% increase in productivity after implementing our solution.This article will dive into why a few of our real-world customers decided on Remote Support as their IT software of choice, and will reveal the measurable gains they’ve made in productivity, security, and compliance. Why Customers Chose BeyondTrust Remote Support Remote Support Unifies Use Cases with Key IntegrationsIt’s common for a help desk’s tech stacks to proliferate over time. They add on use-case-specific tools as their demands grow or priorities shift. However, this sprawl of IT tech leads to seve
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-scc sra-scc bomgar-pec sra-scc bomgar-rep sra-con bomgar-acc sra-con bomgar-jpt sra-jpt bomgar-sjt sra-sjt bomgar-sjp sra-sjp bomgar-rfb sra-rfb bomgar-rdp sra-rdp bomgar-rdt sra
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 KB0022802 - Error when adding new traffic node in existing setup "The authentication step failed"
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 KB0022734 - RS Customer client is prompting users for administrator credentials when starting a session KB0022748 - Local users are unable to log in to the Representative Console. Error "418 Failed to decrypt" KB0022749 - Remote Support for Android device not functioning since ONE UI update KB0022771 - PRA Registration links fail in Microsoft environments due to Safe Links rewriting
The following articles were published last week. New Knowledge Base Articles: KB0022738 - Can session recordings be turned off per user?
Best Practices for Remote Support and Privileged Remote Access Here are a few best practices for delivering secure and efficient remote support. Following these guidelines can help improve performance, reduce risk, and maintain compliance. Review the supported version lifecycle at least once a year and keep up to date. Having older software, more than two years behind, may make it more complex to get to the latest version. In some cases, a new appliance will need to be created. Refer to How to upgrade or update version 20.1.x and lower. If self-hosted, stay up-to-date with current releases and activate the Apply Critical Updates Automatically option found in the /appliance interface. For instructions, refer to Automatic critical update options in /appliance. Consider using an external authentication security providers (for example, SAML) over local accounts, and be sure to delete accounts not in use. For more information, refer to PRA Security providers or RS Security providers.
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 KB0022714 - Which ports are required for ad-hoc sessions in Remote Support? KB0022716 - Change in session key handling after ServiceNow upgrade KB0022717 - What network traffic does an active Jump Client send and can this be configured or inspected? KB0022727 - Remote Support and Privileged Remote Access Atlas certificate requirements
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