Remote Support 20.1.1 Release Notes

July 14, 2020

Requirements:

  • This version of Remote Support has been certified for physical BeyondTrust Appliances, virtual BeyondTrust Appliances, and cloud deployment models.
  • RS 20.1 requires Base software Base 6.0.

New Features and Enhancements:

  • Upgraded click-to-chat screen sharing to include view-only screen sharing for Chromium-based browsers.

Prior to version 20.1.1, screen sharing for Chromium-based browsers was not possible during a click-to-chat session. Click-to-chat functionality has been upgraded to include screen sharing if a chrome-based browser is in use. This new functionality replaces the need to install a browser extension for Chrome OS device support. When starting a click-to-chat session, you can switch to the Web Chat tab in the rep console to prompt the customer to download the customer client, which allows view and control for operating systems that support view and control.

  • Added support for native Linux certificate stores.
  • Vault now supports SSH Public Key Certificate authentication.
  • Logging Session Assignment Alert IDs now in Reports.
  • Automatically associate Windows Jump Clients installed on domain-joined machines with Vault Endpoints.
  • Optionally create Remote RDP Jump Items during domain discovery.
  • Automatically associate local Windows accounts with Jump Clients and ad-hoc sessions on domain-joined machines.
  • Remote RDP Jump Items associated with Vault endpoints can now be deleted through the rep console.
  • Login directly from SAML IdP to /console.
  • Granular Session Inactivity Timeout.
  • Linux Jumpoint.
  • Vault now supports importing up to 2,000 endpoints, 2,000 local accounts, and 2,000 domain accounts simultaneously.
  • Added ITSM workflow.
  • Added a new setting to disable chat replay on the Management->Security page.
  • Customer client chat sounds can now be enabled and disabled per public portal setting.
  • Added additional error messages to Vault domain discovery.
  • Added scheduled rotation to Vault.
  • Added support for outbound HTTP Proxy.
  • Toast messages are now shown when a discovery job finishes.
  • Reports can now be filtered by Jump Group.
  • The elevation service has been deprecated.
  • Configuration API documentation is now also available in HTML format at /login/apidocs.html.
  • Added support for Intel vPro AMT 12.

Customers must install the root certificate in the local Windows Certificate Store for encrypted connections to work.

  • Improvements to screen sharing with customer clients running on Windows systems.
  • Added the ability for a representative to continue to work in non-elevated screen sharing sessions while waiting for an elevation request to be responded to.
  • Checked-out Vault accounts now show in the Credential Injection dropdown menus. An appropriate error message is displayed if the checked-out credential is not available for injection.
  • Added additional options for storing the Vault encryption key.
  • Chatbot API additions:
    • send_chat_message command API
    • leave_session command API
    • create_virtual_customer command API
    • terminate_representative command API
    • support_conference_chat_message outbound event
    • support_conference_chat_elevation_request outbound event
    • send_chat_message API logging and reporting changes
  • Configuration API additions:
    • Jump Group
    • GET Jump Group user
    • POST Jump Group user
    • DELETE Jump Group user
    • PATCH Jump Group user
  • Jump Client
    • The jump_group_type attribute has been added to support personal Jump Groups.
  • Remote RDP
    • The jump_group_type attribute has been added to support personal Jump Groups.
  • Shell Jump
    • The jump_group_type attribute has been added to support personal Jump Groups.
  • Security Provider
    • GET Security Provider
  • Group Policy
    • GET Group Policy Jumpoint
    • POST Group Policy Jumpoint
    • DELETE Group Policy Jumpoint
    • GET Group Policy team
  • Jumpoint
    • GET Jumpoint nodes
    • GET Jumpoint user
  • Team
    • GET team user
  • Vault Account API
    • POST Vault account checkout
    • POST Vault account force checkin
    • POST Vault account rotate
  • Web rep console users can now cancel Remote Jump and other session-start operations.
  • Jump authorization requests can now be canceled in the web rep console.
  • When viewing reports, the column headers are now fixed while scrolling.
  • Vault discovery results columns and Vault account list columns are now resizeable.
  • Increased the number of credentials shown to the user during credential injection from 250 to 2,000.
  • Added a toolbar button to allow copy and pasting of files and folders from RDP sessions to local Mac and Linux file systems.
  • Bulk credential rotation.

Issues Resolved:

Administrative Interface

  • Reporting
    • Resolved an issue in which the Details link was enabled for non-admin Vault users.
  • API
    • Resolved an issue with not displaying an error message with POST jump-client API when using an invalid attended session policy.
    • Resolved an issue in which the GET jump-item role was missing some attributes.
    • Resolved an issue with get_api_info on chat-only sites returning wrong information.
    • Resolved an issue with the Location header being returned in response to POST group policy team.
    • Resolved an issue with the Location header being returned in response to POST group policy Jump Group.
  • Support Portal
    • Resolved an issue saving exit survey options after deleting an option.
  • Security Providers
    • Resolved an issue with Group, SCIM, and SAML providers being sortable.
    • Resolved an issue with a clustered RADIUS provider using a clustered LDAP group provider for group lookup, which caused the warning message Some users do not have a public or private display name to be displayed.
    • Resolved an issue in which clustered LDAPS providers sometimes returned an internal error.
    • Resolved several issues regarding whether LDAP cache was enabled or disabled.
  • Group Policies
    • Resolved an issue in which a Vault account did not show the group policies that affected its membership.
  • Vault
    • Reordered the tabs under Vault in /login.
  • Failover
    • Resolved an issue with failover syncs rarely becoming hung.
  • Atlas
    • Resolved an issue in Atlas deployments in which some session recordings were not deleted after a GDPR operation to delete a customer or user.
    • Resolved an issue with iOS sessions not starting correctly when Click-to-Chat was disabled in Atlas deployments.
  • Text Updates
    • Added a space to the verbiage on the Configuration->Skills page to be grammatically correct.
    • Resolved an issue with an API response which contained Bomgar instead of BeyondTrust.
    • Updated the help text Create New Jump Item.
    • Corrected a grammar mistake to read Support Session Queuing Options.
    • Corrected some incorrect information in the openapi.yml document for group policy member API.
  • Miscellaneous
    • Resolved an issue with the Vault encryption key options being displayed on the Backup and Restore page for chat-only sites.
    • Resolved an issue with the validation and error message for the user account display number.
    • Resolved an issue with logging options being displayed in chat-only sites.
    • Resolved an issue in which users that had only the Allowed to Edit Skills permission were not able to see other users' skills.
    • Resolved an issue in which the Maximum Estimated Wait Time value was displayed in the wrong section of the Customer Client configuration page.
    • Resolved an issue with resetting the Administrator Jump Item role.

Clients

  • Rep Console
    • Disabled window dragging optimizations in Full Color and Video Optimized screen sharing settings since it was interfering with other software.
    • Resolved an issue in which real-time chat translations disconnections did not notify the Rep or customers that are were in sessions. Recovery from temporary disconnects has been improved as well.
    • Resolved an issue with CTRL + Shift key input occasionally not working through screen sharing.
    • Resolved an issue in which pasting an external invite did not use the currently selected site or public portal.
    • Blacklisted Intel HD 600 graphics series video cards from using privacy screen, as they do not support it.
    • Resolved an issue with using Vault credential injection with Azure Active Directory.
    • Resolved an issue in which drag and drop file sharing did not follow the Allowed to send files using the chat interface setting.
    • Resolved an issue in which the BIOS field was blank on some systems when running System Info.
    • Resolved an issue in which the chat window did not show in the rep console when the rep had only the permission Allowed to provide Chat support.
    • The rep console no longer allows elevation during a session after it has been pinned.
  • Customer Client
    • Improved proxy detection for elevated customer clients.
    • Resolved an issue in which UAC prompts during credential injections occasionally caused the customer client to crash.
    • Resolved an issue in which file system errors occasionally appeared after using credential injection with Run As.
  • Web Rep Console
    • Resolved an issue with text spacing in Jump Item Tool Tips in the web rep console.
    • Resolved an issue in which keyboard input was slow when using web rep console to start an RDP session to access a native rep console inside the RDP session.
    • Resolved an issue in which only a black screen was displayed if the rep jumped to the same Jump Item that they were already in a session with.
  • Click-to-Chat
    • Resolved an issue in which the Full Terms & Conditions link was not disabled after it was accepted.
  • Jump Client
    • Resolved an issue in which passive Jump Clients occasionally attempted to reconnect repeatedly and often after a site upgrade.
  • Shell Jump
    • Resolved an issue in which entering credentials during a Shell Jump occasionally timed out.
  • Mac
    • Mac tethering to iOS device has been deprecated and removed from the product.
    • Resolved an issue in which starting a session on a Mac from a BeyondTrust Button occasionally displayed the error Customer Client is already running.
    • Resolved an issue in which deploying a user menu BeyondTrust Button did not create the user’s Applications folder correctly.
    • Resolved an issue with detection if Fast User Switching was disabled.

Known Issues:

  • Credential injection is not available during Remote Jump sessions that are initiated via injection of an ECM-sourced credential. Contact BeyondTrust Support for a patch to be made available.

Notes: