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 Agent 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:
- The technician group membership and permissions must be recreated
- Access must be reassigned in the cloud environment
- 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
Following migration, connect.utk.edu will redirect to the new BeyondTrust cloud environment. After the redirect, the address in your browser will change to:
https://utk.beyondtrustcloud.com/
For end-user support, continue directing users to:
Reporting and historical data
Historical reporting and session data from the on-premises system will remain available only in that environment and will have a cutoff at the time of migration. New activity after cutover will be recorded in the cloud environment only.