Remote Support

The following articles were published last week. New Knowledge Base Articles: KB0022284 - Linux Jumpoint installation error - Failed at step EXEC spawning /home/beyondtrust/jumpoint/init-script: Permission denied KB0022312 - How to set up a CNAME with Remote Support in Pathfinder KB0022322 - Can RS or PRA failover be configured so a specific appliance automatically re

we are moving some customers/colleague to also use Windows 365 and of course sometimes they might need some support. The situation is that the majority of our staff and also IT levels do not have admin rights at all on their workstations as the workstations and W365 are full Intune managed and in Autopilot USER-Mode. The way we currently do support and where admin level is required is to use BTRS to take over the device and elevate prompts through the magic wand options. The problem arises with Windows 365. The agent runs fine on the background and we see it also active in the representative consol, however when using the JUMP to access the workstation, the user is not getting any prompts to allow the representative access to the workstation most likely due to the nature of W365 being basically an RDP session. I've tried doing it the other way around by sending a code to the user and they key this in in the session URL and then we do get access to the device, ho

The following articles were published last week. New Knowledge Base Articles: KB0021303 - Auto update of a headless jump client on Linux ARM devices fail and leaves the device disconnected in Remote Support KB0021318 - Sorry, the rep name or id provided is incorrect error when joining a Remote Support session via Teams KB0022237 - After upgrading to 25.1.1, cannot sen

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 KB0021299 - Remote Support Cloud Security provider will not save settings "Connection Agent Unavailable" KB0022212 - Unable to copy and paste from the Web Console

Do you still have uncertainties about how to configure Group Policies?  💻🔐 Dive into our Interactive Workshop to learn about our Best Practices and put your knowledge to the test!  🧠💥 Title: Remote Support: Managing Group Policies Interactive WorkshopDate: 20 May 2025Time: 8 am Eastern and 1 pm UK and 8 pm SGTDuration: 90 minutes  Workshop Aim: This Interactive Workshop aims to test participants on their knowledge on how to manage Group Policies and the permissions in a set scenario.  Learning Objective:  At the end of this session, you will have been tested on adjusting, creating and managing  Group Policies by following a scenario environment given to you. You will also understand where permissions need to be changed for users depending on the type of access they need.

The following articles were published last week. New Knowledge Base Articles: KB0022170 - Untrusted certificate warnings when using an RDP jump item KB0022174 - Best practices for Remote Support and Privileged Remote Access KB0022194 - How to create a registered app for Remote Support and Privileged Remote Access Vault

I’m seeking assistance to help untangle the mixture of BeyondTrust versions I have installed on our Windows devices. I’ve updated our appliance to verion 25.1.1, but our deployments still show verions 24.3.1 and 24.3.2 in our environment.  There are a lot of “Upgrade Pending” devices that I haven’t been able to resolve with the suggested methods of restarting the BeyondTrust service.  The Service appears to start, but quick stop again.  Do I need to create a task sequence that tries an update within the short window that the service is running?I feel like a complete uninstall is the best route forward, but my manual attempts to do so have not resulted in any positive results. 

We are having an issue where newly installed jump clients are not appearing in the representative console.  I filed a support request two days ago but have had no response.  I enabled debug logging on the client but there isn’t anything there that seems wrong.Anything else I can check on our end?

Experienced an unusal incident in which a support user had a unexpected session appear in their queue with the customer name displaying as “ Threatlocker” the support user stated that they had not sent out a support link / key to any clients or was expecting any kind of support connection . At first they thought it could have been a prior client re-opening a old bomgar file. But after verifiying logs can confirm that the prior client’s name was different than “Threatlocker” . Also to note the support user did not interact with the session and attempted to remove the session by right-clicking but was diabled.The session did eventually disconnect on its own. Upon reviewing the logs it seemed that the “threatlocker” cilent was commenting in the session a repeated message over and over again even after a “disconnected” state. I am thinking this could have been a bot of some sort. This instance only happened once and did not reappear . I attempted to do a generic search online to see if

The following articles were published last week. New Knowledge Base Articles: KB0021294 - How to integrate BeyondTrust Remote Support/Privileged Remote Access with Google for SAML Authentication KB0022108 - Privileged Remote Access and Remote Support 25.1 operating system certification matrix KB0022140 - Error when accessing security tab after software upgrade - An un

The following articles were published last week. New Knowledge Base Articles: KB0022140 - Error when accessing security tab after software upgrade - An unexpected error occurred KB0022149 - Android Jump Clients prompt to allow screen casting "Exposing sensitive info during casting/recording"

The following articles were published last week. New Knowledge Base Articles: KB0022114 - How to add IP address and name to hosts file KB0022125 - Is Remote Support and Privileged Remote Access Affected by CVE-2025-27636 ? KB0022127 - What is the default driver location for new databases on SQL server?

The following articles were published last week. New Knowledge Base Articles: KB0021317 - Unable to login to Remote Support or Privileged Remote Access after adding certificates to a clustered LDAP provider "Failed to authenticate with 'password' using provider [4]: Unable to bind" KB0022055 - Domain discovery error - Failed to get information about discovery account

We are working on a mass deployment of the jump client to Zebra TC53e devices via Intune.  No issue installing the app, however the application configuration that needs to be setup to pin the client does not seem to be working.  I confirmed the Mass deployment key and Company API name are correct and that the app config successfully gets deployed to the device, however the jump client never gets pinned.   If I use the browser/URL to configure the jump client, everything works so I am assuming I don’t have something properly setup in Intune.   Any help would be greatly appreciated!  Any help would be greatly appreciated! 

Hello again,we are making progress with the API. But now I have another question.If I try to change the value customer_client_start_mode via API (btapi.exe) I get an internal server error. My json file looks like this: If I remove the parameter for customer client start mode from the json file the API works. So it is not really a server error... I can change values like jump_group_id and name. But not the start mode of the customer client.I guess this is the setting I can change in the console here (but only for a few clients at a time...):

Hello,I’m hoping for some assistance with figuring out an issue that we have been experiencing in our deployment. Units will sometimes show they are offline in RS/PRA consoles, despite being online. I’ve worked with support in the early stages of our deployment for this issue, and I was able to make the required adjustments within our other systems to allow the programs to run properly, which fixed the majority of this issue. However, now it seems that if the computer is on for too long (goes ___ number of days without being turned off or restarted), the services will stop and need to be either manually started, or the computer turned off/restarted to get the services to come back online. This provides challenges as getting users to restart or turn off their computers periodically would be challenging to manage, and there are some units that are rarely restarted or powered off due to their function. Whenever this issue has arisen since we made the necessary chan

HELP.  We have the on prem Bomgar setup.  We also have computers that are on our LAN that are LOCKED DOWN.  These PCs have full access to the Bomgar server in our DMZ.  These PCs do not have Internet Access.  Internet Access is blocked for these PCs.  When Internet is blocked, we cannot manage these PCs over Bomgar.  As soon as we open up Internet, we can manage the PCs.  Here’s the other thing, we can enable internet access, jump to the PC, disable internet access, and we still have the remote access session up without issue.  There has to be some sort of internet check in that is happening for these PCs that is required.  Is there a way to manually add these PCs into Bomgar and not worry about this “phone home” check in that is happening?Thanks.  

We are looking to configure BT Remote Support to request approval from the end user bevore our support agents can connect to a jump point does anyone have any details as to how to configure this, i cant see it in the Admin interface. Thanks

Hello All,For SOX audit purposes, we need to extract full list of ALL accounts stored in BeyondTrust along with group names, secret safe memberships, and details of all users to have access to the saved accounts.The in-built reports we already have under Reports and Audit does provide the above details. Please let me know if there is any way we can export the above report containing the details mentioned in BeyondTrust. 

I work for a retail organization with multiple Jump Groups, and automating the Jump Client installer download has always been a tedious but necessary task, especially since each appliance upgrade requires redownloading the installer.To streamline this, I developed an automated process that directly retrieved the appropriate installer from the appliance via API. This solution worked flawlessly for two years—until the 24.3.2 upgrade broke it. It appears that BeyondTrust modified the schema, introducing different key_info handling for MSI-based installers and, more frustratingly, removing the option to download EXE files entirely.What’s most aggravating is that none of these API changes were documented in the change log, making it difficult to adapt. Has anyone else encountered similar challenges post-24.3.2 upgrade? If so, have you found any viable workarounds?

The following articles were published last week. New Knowledge Base Articles: KB0021306 - Issue clearing Windows clipboard sync on jump client KB0021309 - Jump Clients in a Jump Zone Proxy show online but some timeout when starting a session KB0021327 - Remote Sessions with Android TV - buttons do not work as expected

Have anyone upgraded to Remote Support 24.3.2 and using Endpoint Automation….  24.3.1 promised a new Endpoint Automation admin permission, and various UI improvements….. but i don’t see any such information in the release notes for 24.3.2 https://docs.beyondtrust.com/rs/changelog/remote-support-24-3-1https://docs.beyondtrust.com/rs/changelog/remote-support-24-3-2

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 KB0022051 - /login interface page times out after 10 minutes