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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.

106 Topics
M
Mauro MarquesNewcomer
asked in General
Best practice

Hello,Want to ear you from your experience about one point. Context:Group with 20k computers spread out in diferente business units (countries).Cybersecurity: centralized team for all the group.Helpdesk: each business unit (country) have their own team (some from an external provider and some other it’s internal technicians), with a dedicated IT manager. Those helpdesk teams have a quite huge turnover of people, over the time. Considering that (if I’m not mistaken) only administrator role can have the possibility to add/remove users from Group Policies, what is the best approach/what your experience tells?:Concentrate the administrator role only to cybersecurity team members? Problem/dificulty I see: it put all the heavy work of add/remove users (as I mentioned, there’s a huge turnover on helpdesk teams) to Cybersecurity team. Give administrator role to people on each business unit side (for example to the managers of each helpdesk teams)? Problem/difficulty I see: it give administrat

1231
R
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Dec 16 - Dec 23)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021322 - Screenshot to File does not save as a PNG while in a Remote RDP Session using the Web Rep Console KB0021448 - OAuth email configuration error - Test email failed. Unknown error occurred ... [Code 451] or There was an error processing your request KB0021530 - The save filter option in the RS Rep Console or PRA Access Console and how to use it KB0021843 - Is Remote Support and Privileged Remote Access compatible with Windows 11 ARM devices? KB0021848 - Remote Support glossary of terms and concepts

500
GloriaB
BeyondTrust Employee
G
GrantNewcomer
asked in General
Mass install & uninstall

We just got upgraded to 24.3.1 and noticed the jump client installer is different. There doesn’t seem to be a KEY_INFO anymore. Also looks like the client gets installed to the C:\Program Files instead of C:\ProgramData too.  Is there updated documentation on installation and uninstalling in a mass deployment?

5401
P
BeyondTrust Employee
GloriaB
BeyondTrust Employee
GloriaBBeyondTrust Employee
published in General
Remote Support - Knowledge Article Publications (Dec 2 - Dec 9)Weekly KB Publications

The following articles were published last week. New Knowledge Base Articles: KB0021750 - Remote Support 24.3 Endpoint Automation new features KB0021780 - SEC_ERROR_EXPIRED_CERTIFICATE error when accessing appliance through Firefox browser KB0021787 - How to deploy Remote Support (RS) to Zebra devices via Intune KB0021788 - Do the following HAProxy CVEs affect Remote Support or Privileged Remote Access? KB0021794 - Privileged Remote Access and Remote Support 24.3 OS Certification Matrix KB0021820 - How to restrict access to /appliance

540
GloriaB
BeyondTrust Employee
C
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?

1432
C
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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?

9537
M
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)

250
GloriaB
BeyondTrust Employee
M
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. 

636414
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

470
GloriaB
BeyondTrust Employee
L
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? 

5412
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M
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.

3777
tclowater
BeyondTrust Employee
M
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.

1151
L
T
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!  

921
M
BeyondTrust Employee
R
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.

2556
M
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

150
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.

1191
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?

1321
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

410
GloriaB
BeyondTrust Employee
Devin Churchill
BeyondTrust Employee
Devin ChurchillBeyondTrust Employee
published in General
Customer Success Quarterly - 2024-Q4 - Remote Support
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

230
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?

1223
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.

421
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.

1851
Lindsay Gallant
BeyondTrust Employee

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