Remote Support

The following articles were published last week. New Knowledge Base Articles: KB0022081 - Approval emails for sessions have stopped working error - SMTP error [450] Service unavailable KB0022647 - How to download the SIEM Q radar plugin for Remote Support or Privileged Remote Access integration KB0022690 - Cannot connect to Representative Console. Error "Unable to establish a connection to the Secure Remote Access Appliance" KB0022705 - Does a live update require downtime?

The following articles were published last week. New Knowledge Base Articles: KB0021472 - Sync failed. Unable to bind as account@domain.com Can't contact LDAP server. Verify hostname and port. KB0022595 - How to register a different device for MFA in RS or PRA KB0022656 - Screen sharing controls turn grey and only "close" is available KB0022666 - Is Remote Support or Privilege Remote Access vulnerable to CVE-2022-22978 Spring Security? KB0022667 - Unable to make custom certificate default in RS or PRA /appliance KB0022669 - How to get crash dump logs for Remote Support and Privileged Remote Access KB0022673 - Tabs missing from /login for some users in RS and PRA KB0022677 - RS and PRA Jump Client switches and command line parameters glossary KB0022685 - Issues connecting to macOS Sequoia - Connection failed error

The following articles were published last week. New Knowledge Base Articles: KB0022312 - How to set up a CNAME with Remote Support and Privileged Remote Access in Pathfinder KB0022641 - How to configure shared IP failover KB0022643 - Jump client add button missing for adminstrators KB0022650 - How to add additional traffic nodes to an existing Atlas cluster

Hello again,sometimes a support session gets lost or “broken” if the remote computer is offline for too long. (For example because it is making a BIOS Update that takes very long… or the user does not return to reboot for a while) The supporter can only End the session in this case and has to make a new one if the customer returns. Screen sharing controls turn grey and only “close” is available.Is there a way to set the timeout for “customer left session” higher so the session does not get lost?I did not find anything in the admin console or the knowledge base...

Hello,We are coming up to our certificate renewal, and I noticed that the BeyondTrust documentation states “You do not need to create a new certificate request”, and to provide the original CSR if the CA doesn’t already have it.  See DigiCert documentation, “Best practice is to generate a new CSR when renewing your SSL/TLS certificate. This creates a new, unique keypair (public/private) for the renewed certificate.”  Why would BeyondTrust, a company developing security products, recommend a less secure process? Am I misunderstanding something, or should the BeyondTrust documentation follow industry best practices for renewing certificates which is to generate a new CSR in order to create a new keypair? 

Hi! Is there a way to see to which traffic node a specific jump client is connected right now?Either remotely, in the console or directly on the client?

The following articles were published last week. New Knowledge Base Articles: KB0022174 - Best practices for Remote Support and Privileged Remote Access KB0022301 - Integration Client does not work and retrieved no data KB0022447 - After upgrading to 24.3.2 or 25.1.1, the agent displays grey. "Service not available". Error in log: invalid binary path of peer KB0022509 - Unable to concurrently launch multiple Jump clients in the Representative Console after upgrading - Multiple simultaneous jumps not working KB0022521 - Logout idle representative after Policy stopped working KB0022540 - Is there any effect when changing SMTP authentication from Legacy to Oauth2 with the Integration Client? KB0022543 - How to force session key usage KB0022545 - Windows 11 Jump clients showing as Windows 10 in the Representative console and Access Console KB0022553 - What operating system can B

Has anyone else’s Remote Support appliance been going down constantly?  Our cloud appliance which is on 25.1.1 has been going down multiple times per week since upgrading.  We’ve opened numerous tickets and Support has been dead silent on the issue for weeks now.  Just curious if anyone else is experiencing issues with Remote Support 25.1.1Having no insight to the backend is proving it difficult to explain to our end users and leadership why this keeps occurring especially during business hours.

The following articles were published last week. New Knowledge Base Articles: KB0021283 - How to configure Remote Support for representatives for integration with PortalGuard KB0022421 - Is the IP address assigned to the RS or PRA Cloud instance static? Can it be provided? KB0022428 - RDP Jumps failing when using xRDP or FreeRDP "Unknown connection error. 2001C" KB0022444 - Can USERID and DATETIMESTAMP be used in the Integration Client recording file format name? KB0022475 - Jump Client prompts for application selection after upgrade despite configuration KB0022483 - Is the recording session retention configurable? KB0022487 - Can the timeline for keeping Session Recordings be reduced to less than 90 days? KB0022488 - Is there a way to stop sessions from being recorded? KB0022495 - How to uninstall a Jump Client from a Linux system KB0022509 - Unable to concurrent

The following articles were published last week. New Knowledge Base Articles: KB0021833 - How to enable in-session two factor authentication in Remote Support and Privileged Remote Access KB0022201 - Managed System external Jump items are missing KB0022264 - How to turn PID logging on and off for RS and PRA on Mac or Linux systems KB0022447 - After upgrading to 24.3.2 or 25.1.1, the agent displays grey. "Service not available". Error in log: invalid binary path of peer KB0022453 - What is the retention for RS and PRA Vault password history? KB0022456 - How often does active Jump Client send its heartbeat back to RS appliance? KB0022465 - Warning message: Installing more than one Jump client being phased out KB0022484 - Is there a maximum screen resolution for an RDP Jump session? KB0022485 - Is Session Recordings required at all times, or only in specific cases?

When a Jump Client is deployed I thought there was a way to specify the system should be in “unattend” mode when it is locked or logged off.  In other words, if the computer is locked or logged off, the user would not have to accept the request for remote access...it would be granted automatically.  BUT, when the user is logged in, that user would have to accept the request or remote access would not be granted. Unfortunately, I cannot find that setting.  Or maybe I am way off and it never existed…  Thanks!

The following articles were published last week. New Knowledge Base Articles: KB0021363 - Network Tunnel jumps cause Jumpoint host inaccessibility KB0022386 - How to remove the link to chat transcripts on the page that appears after a session ends (Post-Session Landing link) KB0022393 - Is Local Jump supported for Linux Server OS? KB0022407 - What is supported and not supported for Windows vs Linux Jumpoints? KB0022409 - Is there a way to remove the pop-ups that appear when a support session ends? KB0022422 - Is there a way to request a password reset for the /appliance admin account in RS and PRA? KB0022423 - How often does BeyondTrust update RS and PRA Cloud Appliances? KB0022427 - Unable to update. Error: An error occurred installing this update KB0022430 - Can SAML users be migrated to another provider in Remote Support or Privileged Remote Access? KB0022436

How to avoid or get rid of duplicates in Beyond Trust Password safe?

The following articles were published last week. New Knowledge Base Articles: KB0021333 - Cannot change the name of a traffic node in Remote Support or Privileged Remote Access "Internal Server Error" KB0021344 - Unable to communicate with Jump Clients or security providers in IP ranges 172.17.0.0/16 or 172.18.0.0/16 after upgrading to Base 7.0 KB0022324 - Where is the API configuration found? KB0022353 - Why can some accounts view password history and others cannot? KB0022358 - Is there a way to prevent screenshots being taken when in session? KB0022364 - Can a mouse pointer be used with iOS devices to Windows computers during remote sessions? KB0022367 - Show my screen option is missing from Representative Console KB0022374 - Do session recordings have audio? KB0022377 - Windows Clients going offline after upgrade from RS and PRA 22.1 or earlier KB0022379 - Fai

Would it be possible to search the rep console by email address? i would think that the jump client would need to gather this information and upload it to the appliance.   

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 reclaims the primary role once it comes back online? KB0022323 - Unable to remove users from a Jump Group KB0022345 - Where is the download license usage report? KB0022348 - Unable to override Jump Policy. Error - The Jump Policy's schedule does not permit a session to start at this time KB0022353 - Why can some accounts view password history and others cannot? KB0022355 - Why do remote sessions default to the EN-US keyboard layout? KB0022363 - Does Remote Support allow remote connection sessions to a Windows 365 c

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, however this is limited an

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 send emails after upgrade. Error - Test email failed. SMTP authentication error [535] KB0022246 - Missing Login Prompt on Headless Linux System with Jump Client KB0022250 - Canned scripts option missing for macOS remote sessions KB0022251 - Vault account fails to check in post-use, becomes unusable KB0022254 - Upload Update option removed in Remote Support and Privileged Remote Access Cloud 25.1.1 KB0022255 - Issue opening sra-pin.exe - The application could not be started 0x0000364 KB0022261 - Session termination b

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 KB0022225 - User not appearing in Remote Support after syncing the Active Directory group

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.   In this session we will cover:  What is the purpose of Group Policy  How Group Policy works within Remote Support  Key Concepts and best practices for managing Group Policies  A scenario where you get to confi

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 KB0022195 - Error: This account has expired when trying to log into the administrative interface

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.