Overview
In May 2026, we will migrate from the current on-premises BeyondTrust Remote Support environment to BeyondTrust Remote Support Cloud.
This migration will change how technicians sign in and access BeyondTrust Remote Support. Please review the information below and complete the required login step before the migration date.
Timeline
- Week of May 4 – Initial log-in period
- Week of May 11 – RS Admins set group permissions
- Week of May 18 – RS Agents redeploy Jump Clients
- Week of May 26 – RS Agents verify Jump Clients
- June 2 – RS Agents begin using RS Cloud; connect.utk.edu redirected
What is changing
SAML authentication
Technician access to BeyondTrust Remote Support will move to SAML authentication.
When signing in to the new environment, select Authenticate Using SAML Credentials and log in with your UT Microsoft account.
New cloud accounts
BeyondTrust does not provide an account-mapping tool between the on-premises and cloud environments. As a result, technician accounts in the cloud environment will be treated as new accounts.
As part of this change:
- BeyondTrust does not support changing your display name with SAML authentication. All agents will have their first name and last initial as their display name.
- You will have a new agent number assigned. (The number that appears beside your name on the customer portal.)
- The technician group membership and corresponding permissions must be repopulated
- Historical reporting and session data will remain on the on-premises system and will not carry forward
Action required before migration
Complete your initial login
Because accounts in the cloud environment are created only after a user signs in for the first time, all technicians must complete an initial login during the migration preparation window.
This step is required so that:
- Your account is created in the new system
- We can assign your group membership and permissions
- Your access can be verified before production cutover
Logging in
- Go to https://utk.beyondtrustcloud.com/login
- Select Authenticate Using SAML Credentials
- Sign in with your UT Microsoft account
Notes
- If you are already signed in to Microsoft 365, you may be authenticated automatically.
- If you use a departmental NetID, use a different browser or an incognito/private window. You can also go to https://m365.cloud.microsoft/, select your profile in the lower-left corner, and choose sign in with a different account.
Download the New Rep Console
Go to Consoles & Downloads to download and install the new Rep Console.
The new Rep Console will be installed alongside the existing on-premises Rep Console at connect.utk.edu.
URL update
Starting June 2, connect.utk.edu will redirect to the new https://utk.beyondtrustcloud.com/. I have also created a tiny URL of https://tiny.utk.edu/remotesupport that redirects to the Cloud.
Reporting and historical data
Historical reporting and session data from the on-premises system will remain available only in that environment and will be cut off at the time of migration. New activities after cutover will be recorded only in the cloud environment.
Remote Support 26.1 Release Notes
A full list of RS Release Notes is available on the BeyondTrust website.
Highlights
- New and improved macOS Jump Client deployment. The macOS Jump Client is now deployed using a .pkg installer.
- Hear endpoint audio during remote sessions. Representatives can now hear audio from supported endpoints during remote sessions.
- For improved clarity, some familiar names have changed in 26.1.1. The Jump page has been renamed to Asset Management, but its functionality remains the same. For more information see our documentation here. Navigate the UI with clearer Asset terminology. The user interface now uses more descriptive, context-aware terms in place of many Jump labels. This makes navigation and configuration easier for new users while retaining key terms like 'Jump Client' for continuity.
Jump Client Redeployment
Login
- Go to https://utk.beyondtrustcloud.com/login, choose Authenticate Using SAML Credentials, and log in with your UT Microsoft Account. If already authenticated to MS, you may be passed on through without a prompt.
- Download the new Rep Console. (It will install parallel to the existing connect.utk.edu Rep Console.)
- If your jump clients are correctly associated with your Support and Jump Groups, you should see the items but not be able to access them.
Group Association
First, check that your jump clients are linked to a Jump Group, not a NetID. In the Rep Console, Jump Group names such as UTK Chemistry IT or MTAS IT should appear on the left. If jump clients are tied to a NetID, select them, right-click, and choose Properties, then set the correct Jump Group. Contact me if you need a Jump Group created for your unit.
Group Name
I’d also like to offer at this time that if you would like your Jump Group name to match your Entra Group name (e.g., UTK-AS-CHEM), please let me know.
Redeploy
- Log in to https://utk.beyondtrustcloud.com/login.
- Go to Jump > Jump Client.
- Create a new Jump Client, ensure it’s associated with your group, and download the installer.
- Deploy the new installer using your preferred means. (E.g., you could deploy via the connect.utk.edu Rep Console).
- Both Jump Clients should now be active.
- You can access the newly deployed Jump Clients via the new Rep Console.
Once you redeploy your Jump Clients, you can start using the new Rep Console immediately. Until we get the connect.utk.edu URL set to redirect to the cloud, I’ve created a tiny to hand out to your clients - tiny.utk.edu/remotesupport.