Log in to the Representative Console

Enter Username and Password in the BeyondTrust Remote Support - Representative Login screen.

BeyondTrust Rep Invite Login with Session Key

After installing the BeyondTrust representative console, launch the console from its directory location as defined during installation.

By default, in Windows, you can access the console from Start Menu > All Programs > BeyondTrust > support.example.com, where support.example.com is the hostname of the site from which you downloaded the console.

If the Login Agreement has been enabled, you must click Accept to proceed.

For more information on how to set up, enable or disable this feature, please see Site Configuration: Set HTTP Ports, Enable Prerequisite Login Agreement.

At the prompt, enter your username and password.


The Authentication Challenge prompt stating to enter in a code from your Authenticator App.

If two-factor authentication is enabled for your account, enter the code from the authenticator app.

If more than one language is enabled for your site, select the language you want to use from the dropdown menu.


Use Passwordless Login

FIDO2-certified authenticators can be used to securely log in to the desktop representative console, web rep console, and the /login administrative interface without entering your password. You can register up to 10 authenticators.

If passwordless login has been enabled, Authenticate Using may default to Passwordless FIDO2, or it can be selected. The exact process for passwordless login depends on the type of device and manufacturer.

You can enable passwordless login and set the default authentication after logging into the /login administrative interface, by navigating to Management > Security, and then registering passwordless authenticators at My Account > Security.

Passwordless login for the desktop representative console on macOS or Linux systems is supported only for roaming authenticators (such as the YubiKey hardware security keys). Platform or integrated authenticators (such as Face ID and fingerprint scanners) are not supported for the desktop desktop representative console login when using macOS or Linux systems.

Use Kerberos Server

Remote Support login prompt showing Kerberos authentication.

If your administrator has configured a Kerberos server to enable single sign-on, you can log in to the console without entering your credentials. The representative console remembers the last used login mechanism, whether it used local credentials, Kerberos, or another security provider.

Invited users can also enter a session key to join a shared session on a one-time basis.

Check Remember my login information to have the console save your username and password. This option can be enabled or disabled from /login > Management > Security.

If you have multiple languages enabled for your site, select the language you wish to use from the dropdown beside the globe icon. If you wish to change the selected language after logging in, you must log back out to choose another language.

Once you log in, the console will open, and a BeyondTrust icon will appear in your computer’s system tray. If you close the console but remain logged in, you can reopen the window by double-clicking the system tray icon or by right-clicking the icon and selecting Show Window.

Your administrator might require you to be on an unrestricted network to log in to the console. This network restriction might apply only the first time you log in or every time. This restriction does not apply to rep invites.

Attempting to Restore Connection

If you lose your connection, the representative console attempts to reconnect for 60 seconds. If your connection is restored within this time, your representative console reopens, restoring all of your open sessions. If the connection cannot be restored within this time, your sessions fall back according to the rules set on /login > Configuration > Options, and you are prompted to retry login or quit.

If you are logged into the representative console in one location and then log in from another, your open sessions are maintained.

To log in with an account already in use and forcibly close the connection on the other system, the setting Terminate Session If Account Is In Use must be checked on the /login > Management > Security page.

After an upgrade or at first launch of the desktop representative console, a What's New dialog appears automatically upon login for all non-invited representatives. This dialog may be viewed at any time through Help > What's New and shows new release information for current and past releases. This is a roaming preference per account, so the dialog appears just once regardless where a representative signs in from.

For more information about invited users, please see Rep Invite: Create Profiles to Invite External Representatives to Sessions.