My Account: Change Password and Username, Download the Representative Console and Other Software

 

My Account

Web Rep Console

Launch the web rep console, a web-based representative console. Access remote systems from your browser without having to download and install the full representative console.

Representative Console

Choose Platform

Choose the operating system on which you wish to install this software. This dropdown defaults to the appropriate installer detected for your operating system.

For more information, please see Web Rep Console Guide.

Download Representative Console

Download the BeyondTrust representative console installer in order to provide remote support.

To install the representative console without displaying any windows, spinners, errors, or other visible alerts, append /S to the end of the EXE command, though for mass deployment, BeyondTrust recommends using the MSI installer.

For system administrators who need to push out the console installer to a large number of systems, the Microsoft Installer can be used with your systems management tool of choice. In your command prompt, when composing the command to install the console using an MSI, change to the directory where the MSI was downloaded and enter the command included on the My Account page.

You can include optional parameters for your MSI installation.

  • INSTALLDIR= accepts any valid directory path where you want the console to install.
  • RUNATSTARTUP= accepts 0 (default) or 1. If you enter 1, the console runs each time the computer starts up.
  • ALLUSERS= accepts "" (default) or 1. "" is the default value. This attribute is only needed when specifying per-machine installs.

    ALLUSERS="" results in a single user install. This forces the representative console to install in the same context that is being used to run the MSI installation. This is not ideal if Local System is used to run the installation, as is often the case with mass deployment tools. There is no way to target the install to a specified user via MSI parameters, so if you are deploying the MSI through an automated deployment system while using the single user install flag, the deployment system must run the MSI installation in the context of the same user who is expected to log in to the console.

  • SHOULDAUTOUPDATE=1 If you install for only the current user, you can choose to have the console automatically update each time the site is upgraded by entering a value of 1; a value of 0 (default) does not auto-update, and the console will need to be manually reinstalled when the site is upgraded. If you install the console for all users, it does not auto-update.
  • QUIET runs the installer without displaying any windows, spinners, error, or other visible alerts.

If you use ALLUSERS=1 with SHOULDAUTOUPDATE=1, the representative console should not be expected to auto-update. If you use SHOULDAUTOUPDATE=1 without ALLUSERS=1, the representative console should auto-update without requiring any credentials beyond those of the BeyondTrust user and the active Windows user. No admin credentials are necessary.

 

When a representative console is installed via MSI, there is still some information that needs to be retrieved from the B Series Appliance. During the initial login, a token is provided to the representative console which is used to request software updates. If no user logs into the representative console before the B Series Appliance is upgraded, or if an MSI from a previous version is used to install the representative console, the console fails to update because it does not have the necessary token. If this occurs, the following error displays

"Error communicating with server while updating software. Please upgrade your software by downloading it from the web site. (1.1gws)"

For this reason, if representative consoles are mass deployed via MSI, please take the necessary steps to ensure users authenticate with their consoles at least once prior to any updates being installed on the BeyondTrust Appliance B Series.

Change Your Password

BeyondTrust recommends changing your password regularly.

Username, Current Password, New Password

Verify that you are logged into the account for which you want to change the password, and then enter your current password. Create and confirm a new password for your account. The password may be set to whatever you choose, as long as the string complies with the defined policy set on the /login > Management > Security page.

Change Your Email Settings

Email Address

Set the email address to which email notifications are sent, such as password resets or extended availability mode alerts.

Password

Enter the password for your /login account, not your email password.

Preferred Email Language

If more than one language is enabled on this site, set the language in which to send emails.

Change Your Display Names

Private Display Name

Your name as displayed in all internal communications between representatives, on chat transcript reports, team activity reports, and so forth.

Public Display Name

Your name as displayed to customers.

By default, these two fields are in sync, so anything you type in the Private Display Name field is copied automatically to the Public Display Name field. To change your public display name, type in the name you want your customers to see. To put the fields back in sync, simply make them identical again.

Two Factor Authentication

Activate Two Factor Authentication

Activate two-factor authentication (2FA) to increase the level of security for users accessing /login and the BeyondTrust representative console. Click Activate Two Factor Authentication, and then use an authenticator app of your choice, such as BeyondTrust Verify or Google Authenticator, to scan the QR code that displays on the page. Alternatively, you can manually enter the alphanumeric code displayed below the QR code into your authenticator app.

The app automatically registers the account and begins providing you with codes. Enter your password and the code generated by the app you selected, and then click Activate. Please note that each code is valid for 60 seconds, after which time a new code is generated. Once you log in, you have the option to switch to a different authenticator app or disable 2FA.

If 2FA was pushed by your administrator, you do not have the option to disable it.

For more information on 2FA, please see How to Use Two Factor Authentication with BeyondTrust Remote Support.

Extended Availability Mode

Enable or Disable

Enable or disable Extended Availability Mode by clicking the Enable/Disable button. Extended Availability Mode allows you to receive email invitations from other users requesting to share a session when you are not logged into the console.

For more information, please see Use Extended Availability to Stay Accessible When Not Logged In.

Change Your Photo

Change or delete the photo that is associated with your account. This photo is displayed in the customer client chat window and in the /login administrative interface. The image used must be in .png or .jpeg format, no more than 1 MiB in size, and with a minimum 80x80 pixel size. Click Choose File to select an image. Once the selected file name is displayed, click Upload to use it, or Cancel, if you do not wish to keep the image you just selected. If the image selected has the correct dimensions, a message displays indicating the upload was successful.

For more information, please see Customer Client: Support Session Interface.

Driver Downloads

Virtual Smart Card

Choose Windows Architecture

Choose the operating system on which you wish to install this software. This dropdown defaults to the appropriate installer detected for your operating system.

If you need to use a local smart card on a remote system being supported, you must install the BeyondTrust Remote Support Virtual Smart Card driver on both the representative and customer systems. Download and distribute the appropriate Virtual Smart Card Representative (VSC Representative Installer) driver to all representatives within your support center who require remote smart card functionality. The driver can be installed manually or via a software deployment tool. Once the driver is installed, it creates a service: Remote Support VSC Representative Service.