After installing the BeyondTrust EPM agent in Windows, on a few support user’s machine, the service desk team is unable to copy and paste any text from their machine to a remote session machine. They are using Team viewer for the remote session.
We have already followed this KB article and create customer token and separate rule for team viewer:- https://beyondtrustcorp.service-now.com/csm?id=kb_article_view&sysparm_article=KB0021340&source=community
This issue occurs across applications such as Word, Notepad, and other tools. The issue is completely blocking the support user’s ability to perform work in remote sessions. List of apps/functions tried : Windows UAC, Word, Notepad, Browser. After uninstalling EPM agents, the issue was resolved.
Client version :- 26.1.59.0
Adaptor version :- 26.1.1495.0
OS :- Microsoft Windows 11 Enterprise
Please share your experience on this. If you have any solution please let us know.
