Have your remote customer uninstall the BeyondTrust client, reboot their computer, and then run the executable file again.Contact BeyondTrust Technical Support at for a work-around. If clearing the browser cache does not work and your customer is not prompted to save or run a file, the firewall your customer is behind may be blocking the download.This should clear the browser cache, ensuring that the customer is not attempting to download an expired version of the customer client.

If the download does not initiate when your customer clicks on your name, enters a session key, or enters a support request, have the customer hold down the Ctrl key and press F5.

Is your customer able to download the customer client?

Lead your customer through the same steps you took when testing the customer client download in step 3 of this troubleshooter.

Is your customer able to get to your public site?

Verify that the remote customer has internet connectivity.

Are you able to download the customer client?

Try going through the initial steps of starting a BeyondTrust session on your own computer.

You can change this status from the Support menu or the system tray icon by selecting or deselecting Showing on Representative List.

If you have selected to use the representative list, make sure that your display name is visible on your public site.

Make sure you are logged into the representative console.

Troubleshoot BeyondTrust Representative Console Connections

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