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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.

87 Topics
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

210
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
M
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?

1093
M
S
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.

351
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
G
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.

1771
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?

88912
P
BeyondTrust Employee
K
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.

2134
K
A
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?

752
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

3051
P
BeyondTrust Employee
S
SquirrelRising Star
asked in General
Jump Client shows Installed on some but ...

Installed via Intune. Shows 107 jump clients installed successful but only 52 show up in the rep console. What would cause that? I have people that show the jump client is installed in their company portal but the icon doesn’t show up in their system tray.

80114
C
Sean Cashin
BeyondTrust Employee
Sean CashinBeyondTrust Employee
published in General
BeyondTrust Quarterly Update - 2024-Q3 - Remote Support

Hello All,Leaning into the cliché, it’s hard to believe the year is half over already. As I'm sure is true for many of you, this has been a year of hard work and big changes at BeyondTrust. At the beginning of the year, I stepped into the role of Chief Customer Officer and welcomed both Mike Machado and Brett Thiess to the team as CISO and CMO, respectively. We also welcomed Ron Nissim and his team into the BeyondTrust family with the acquisition of Entitle, expanding BeyondTrust’s stance as an Identity Security leader! As the CCO, my passion and focus are on ensuring that our customers not only adopt but get real value from our products – securing their Identity landscape, minimizing the risk of threat actors, and limiting the blast radius of any incidents. Your thoughts and experiences are a key piece of guidance for us; from your NPS responses and feedback on your interactions with teams like support and services, to your engagement on changes we’ve made to products, we value the fe

2180
Sean Cashin
BeyondTrust Employee

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