Bomgar Representative Console Download
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This guide is designed to help you install the BeyondTrust representative console onto your computer and understand the features of the solution. BeyondTrust enables you to support your customers remotely by connecting to them through the BeyondTrust Appliance B Series.
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 deploy 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.
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.
When the installation wizard appears, follow the instructions to install the software. After installing the representative console, you can choose Run Representative Console Now and Run at Startup, and then click Finish.
Open the console to login and click "Start" in the upper left corner. Then select "Email" under the "Email a Link to the Customer" section. This will send the user an email with instructions on beginning a remote session.
The web rep console enables you to use a web-based representative console to securely support customers and access remote systems by connecting to them remotely through the B Series Appliance. To begin using the web rep console to support customers, follow the steps outlined below.
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.
To log out of the web rep console, click the user icon in the upper-right corner of the screen and click Log Out. This does not log you out of the /login administrative interface. To log out of the /login administrative interface, click the user icon in the upper-right corner of that screen and click Log Out.
The language and color scheme options visible when the user icon is clicked in the /login administrative interface affect only that interface. To set preferences in the web rep console, click the user icon in the upper-right corner of the web rep console, and then click Preferences. Select your preferences in the pop-up window.
It is possible to configure an application or tile in a SAML identity provider (IdP), (like the tiles used to log into Okta and similar applications) that takes you directly to the web rep console rather than to /login.
There are two parts to the SAML configuration: the IdP and service provider (SP). In this instance you are the SP, and the SAML service is the IdP (OneLogin, Okta, and similar). Currently, you can export metadata from the SAML security provider on /login (in the Service Provider section), which you can then import into the IdP to help configure the SAML side. If, as part of this configuration, you set the RelayState parameter to console, then any login initiated from the IdP (for example, clicking the tile in Okta) sends you to the web rep console rather than to /login.
BeyondTrust enables you to support your customers remotely by connecting to them through the BeyondTrust Appliance B Series.This guide is designed to help you install BeyondTrust onto your iOS device and understand the features of the iOS representative console.
In general, you may configure the console settings according to your preferences. However, your BeyondTrust administrator may choose to manage your settings, possibly enforcing those managed settings.
If your BeyondTrust administrator has changed and applied the default settings, then a Settings Changed alert appears the next time you log in to your console. Click View Settings to open your settings window to view the changes, or simply click OK to acknowledge the changes.
Each console settings window includes a Restore Defaults button in the lower left corner of the window. Clicking the button returns all of your settings to the BeyondTrust default settings or to the default settings applied by your administrator, if any have been set. An alert dialog asks you to confirm that you wish to change to the defaults. Click Cancel if you wish to return to your locally saved preferences.
If, under Quick Start Buttons, you select Start Session, a Start button appears at the top of your representative console. Clicking this button walks you through the ways your customer can start a support session. You also can select Session Key to display a session key generation button, and select Support Buttons to display a button to launch the Support Button management interface. Select Jump To, RDP, VNC, Shell Jump, and Intel vPro to display buttons to launch those respective Jump connections. Start Presentation allows you to easily start a new presentation.
If real-time chat translation is enabled for your site, select your preferred chat language from the dropdown menu. This lets the rep console know what language you type in so that chat messages can be translated to the customer's selected language and vice-versa.
You also can choose to receive pop-up notifications for certain events. These notifications appear independent of your console and on top of other windows. Set where you wish to see pop-ups and how long they should display.
Step 1. After installing the BeyondTrust representative console, launch it 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.
Remote Support at the University of Nebraska has been architected with user privacy and data security as the foundation. All data transmitted during a remote session is encrypted from end to end, and all actions performed by IT staff during a support session are logged and routinely audited. Users are always in full control of their support experience when connecting with an IT support representative. On privately issued University devices, local user consent is required to begin the remote session and allow an IT support representative to access and control the device. At any time a user can terminate the remote session by closing the BeyondTrust chat window.
A Remote Support Representative initiates an unattended session through the console on endpoints that have a pre-installed Jump Client. This method of remote support does not require a user to install anything or take any action to begin remote support. The user will be presented with a Remote Support EULA in the chat window that appears when a support session starts. A local user is in full control of the support session and can terminate it at any time. Only University issued endpoints may have permanently installed Jump Clients.
Standard BeyondTrust Remote Support Sessions operate through Jump Clients. Jump Clients are available for Windows, Mac, or Linux endpoints, as well as Android phones and tablets. Pre-installed Jump Clients are accessed from any of the Remote Support Representative consoles. Jump clients can be mass deployed through SCCM and Jamf Pro or installed manually. To locate specific endpoints in the console Jump Clients are organized into groups and can then be individually marked with tags or comments. After receiving Representative access, Jump Client downloads will be available from Box.
A pre-installed Jump Client on private institutional endpoints makes remote assistance quick and easy for users by enabling a Representative to initiate a remote session after being contacted by a user for assistance. Users must be present to accept the remote session and elevate representative access. The user is in full control of the support session and can terminate it at any time.
Remote Support licensing is provided as concurrent use for active Representatives. Remote Support Representatives should only open the console as needed to facilitate a remote session, then promptly log-off when the session is complete. If a Representative leaves the console idle for 15 minutes, he or she will be automatically logged out.
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