Remote Support 20.1.3 Release Notes

December 9, 2020


  • 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:

  • Added macOS 11 (Big Sur) support.

Issues Resolved:

  • Resolved incorrect screen sharing state after RDP logout.
  • Removed incorrect restrictions on Security Provider names.
  • Resolved VDI-related crash with screen sharing.
  • Resolved issue with credential injection on Windows systems.
  • Resolved grey screen issue for system-level sessions.
  • Resolved SNOW integration issue.
  • Resolved Linux Jumpoint crash when injecting SSH key.
  • Improved endpoint robustness in hard power-off scenarios.
  • Resolved missing rep exit survey in some circumstances.
  • Resolved extra session creation after failed authentication attempts.
  • Resolved several issues with remote copy/paste.
  • Improved messaging around deprecated AES-related downloads.
  • Resolved issue with public portal session policy update.
  • Resolved issue with discrete GPU utilization on macOS.
  • Resolved issue with ChatBot create_virtual_customer API.
  • Resolved issues with smart card authentication.
  • Resolved issue with Atlas node selection by network prefix.
  • Resolved timing issue with pinned client configuration reload.
  • Resolved spurious console errors when editing local security provider.
  • Resolved an issue with Vault password rotation in Azure environments.
  • Resolved issues with Security Provider testing.
  • Restored missing line breaks in custom pre-login agreement.


  • 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.