Bomgar 10.4.11 is a full maintenance release that includes a list of resolved issues and enhancements.  As always, we appreciate your input as it clearly helps us to make Bomgar the best remote support tool around!

Please note that if you are currently running an earlier major version of Bomgar, such as 10.2.x or 10.3.x, be sure to contact our Support team today to discuss any prerequisites that you may need to meet prior to upgrading.  If you have already made the switch to Bomgar 10.5, then click here to read more about our latest version.

Requirements for 10.4.11

• This version of Bomgar has been certified for use with all physical Bomgar appliances (B100, B200, B300 & B400)
• Physical appliances require base software version 3.1.6 or later before installing Bomgar 10.4.11

New Features and Enhancements

• Several optimizations to the upgrade process have been implemented, reducing the amount of time needed when upgrading.  Note that these optimizations will be noticed after upgrading to 10.4.11.
• The API for the Bomgar 10.4 series has been incremented to 1.3.3

Issues Resolved

• Web Interface
  • Resolved an issue with viewing Presentation reports for Presentations that were not listed on the first page of the report
  • Resolved an issue where multiple teams could be marked as primary in a single support session
  • Resolved an issue where duplicate sessions could show in downloaded support session reports
  • Resolved an issue where sessions that contained a large number of file transfer events may not be listed in the reports
  • Resolved an issue with the Public Portal not being displayed when the session key confirmation page was displayed.  Note that this only affected Chrome and Internet Explorer over HTTPS.  The Public Portal will now load in a new tab (Chrome) or in the existing window (IE).
  • The amount by which the session IDs are increased during a failover event can now be configured on the /login -> Management -> Failover page
  • Failover history is no longer cleared whenever a failover relationship is broken
  • Resolved an issue where a shared IP address was not being enabled when performing a manual Failover with the “Check this box to pull a data-sync” option selected
  • When a backup site becomes a primary, all new recording IDs will be bumped up by a minimum of 100,000 to prevent the chance of duplicating IDs
  • Modified the highlighting of various “Required” fields to be more consistent throughout the website
  • Resolved an issue where an LDAP user’s Administrator status could be removed if it was granted through a Group Policy configured against a User Security Provider
  • Resolved an issue where the “close” link that is displayed after submitting a session key was not working properly with Chrome
  • Resolved an issue where HTML tags were not always sent through Click-to-Chat sessions
  • Resolved an issue where Click-to-Chat and Mobile timestamps did not match
• Rep Console
  • Resolved an issue where “Professional” was not showing as part of the OS information under the chat window when supporting a Windows 7 Professional customer
  • Resolved an issue where the Rep Console was not closing properly on a Mac if the support rep logged in on another computer
  • Resolved an issue with Requesting login credentials not saving in NT4.  Note that the following Microsoft file is required for Reboot with Credentials to work on NT4: http://www.microsoft.com/downloads/details.aspx?FamilyID=3d1fbaed-d122-45cf-9d46-1cae384097ac&displaylang=en
  • Resolved an issue where screen sharing would stop if the Reverse Connect button was pressed and the session was in full screen mode
  • Removed several “What’s This?” buttons from various Rep Console dialogs
  • Resolved an issue where the Rep Console could not exit full screen mode after the Customer Client was uninstalled
  • Resolved an issue where copy/paste through screen sharing to some applications (e.g. Delphi, NetBeans) was not working correctly.  Note that larger amounts of data (>1,024 bytes) could still exhibit the issue.
  • Resolved an issue with sending a backspace via Command Shell when supporting Windows NT4
  • Resolved an issue where the Elevate notification bar would not disappear after elevating via the Elevate toolbar button
  • Reverted Ctrl-Click sending Right-Click through screen sharing when providing support from a Mac
  • Resolved an issue where exiting a Mac Jump Client session with a Command Shell still open could cause the next session with that Jump Client to hang
  • Linux Rep Consoles now exit full screen mode when an Equilibrium Session Assignment is received
  • Resolved an issue with copy and paste not working correctly with Linux
• Customer Client
  • Resolved an issue where certain Control Panel applications could prevent the Customer Client from running properly.  Note that when one of these Control Panel applications is encountered it will not be enumerated in the Special Actions shortcuts.
  • Resolved an issue where the Privacy Screen was not properly displaying translated text
  • Resolved an issue where the Customer Client could leave files behind after ending a session on Vista or later
  • Resolved an issue where rebooting into safe mode while running a 32-bit Customer Client on a 64-bit operating system was not working correctly
  • Resolved an issue with Jump Clients failing to upgrade on Windows Server 2003 if an RDP session was open with the console.
  • Resolved an issue where running a Jump Client Mass Deploy installer on a Windows Server 2003 system through RDP was not working correctly
  • Resolved an issue where the Jumpoint and Shell Jump directories were not being removed after a Jumpoint was uninstalled
  • Resolved an issue where Customer Clients could cause errors when trying to save or send files via the Send File button
  • Resolved an issue where the MSI “INSTALLDIR” argument was not being honored correctly
  • Resolved an issue where Customer Clients would not detect proxy settings on 64-bit versions of Windows if proxy settings were set in Firefox and missing in Internet Explorer

Bomgar 10.5.2 is a full maintenance release with some great new features and enhancements.  All of the details for this release are shown below, but don’t miss our What’s New in Bomgar 10.5.2 guide for a more visual review.

Please note that if you are currently running an earlier major version of Bomgar, such as 10.3.x or 10.4.x, be sure to contact our Support team today to discuss any prerequisites that you may need to meet prior to upgrading.

Requirements for 10.5.2:
[UPDATED August 10, 2010 - added VA requirements]

• This version of Bomgar has been certified for use with all physical and virtual Bomgar appliances (B100, B200, B300 & B400, VA)
• Physical appliances require base software version 3.1.10 or later before installing Bomgar 10.5.2
• Virtual appliances require base software version 3.1.11 or later before installing Bomgar 10.5.2

New Features and Enhancements:

• Apple iOS support
  • Administrators can create configuration files for Apple iOS devices using the iPhone Configuration Utility, then offer them to their customers via the Bomgar Box
  • Customers needing help with iPhone configuration settings can be directed to a Support Portal where the configuration files will be available for download & installation
• BlackBerry support has been enhanced in several ways
  • When supporting BlackBerry users, the Special Actions menu now provides the following options
    • Show Event Log – this displays the event log on the device
    • Open Application List – this new flyout menu lists all running applications and allows reps to switch apps remotely
    • Previous Application – switches to the previous app in the list
    • Switch Application – remotely displays the “Switch Application” menu on the device
  • The BlackBerry Customer Client now uses the System Default font, rather than a fixed font
  • When supporting a BlackBerry device, Service Book entries are now listed on the System Info tab
• Several optimizations to the upgrade process have been implemented, reducing the amount of time needed when upgrading.  Note that these optimizations will be noticed after upgrading to 10.5.2.

Issues Resolved

• Administrative Interface
  • Resolved an issue where the Bomgar Button mass deployment wizard produced an error stating, “The given public portal address is not valid for the selected portal.”  This was reported in the 10.5.1 release notes as a known issue.
  • The default answer and prompt timeout settings for Rep Invite profiles can now be set for unattended sessions
  • Resolved an issue where 10.4.x session recordings were not being converted to the FLV format correctly
  • Resolved an issue where Rep Exit Survey responses were not being reported correctly when using multiple radio buttons
  • Resolved an issue where Command Shell recordings were sometimes hard to read
  • Failover history is no longer cleared when a failover relationship is broken
  • Resolved an issue where a shared IP address was not being enabled when performing a manual Failover with the “Check this box to pull a data-sync” option selected
  • When a backup site becomes a primary, all new recording IDs will be bumped up by a minimum of 100,000 to prevent the chance of duplicating IDs
  • Admins can now specify an increment value for recording IDs to help avoid duplicates during a failover event
  • Resolved an issue with viewing presentations if the presentation was not listed on the first page of the Presentation Report
  • Resolved an issue where changes to the “Show public site hostname in window title” and the “Default Language” options were not displayed correctly in the Syslog
• Rep Console
  • Resolved an issue where moving or removing a Jump Client from a group or team could temporarily prevent that group or team from expanding
  • Resolved an issue where the Elevate notification bar would not disappear after elevating via the Elevate toolbar button
  • Resolved an issue with displaying “Professional” as part of the operating system information under the chat window when in a Windows 7 Professional customer session
  • Resolved an issue where a Jump Client could be listed as “Available” when it was actually in session
  • The System Info tab now displays “Unavailable” if the process list cannot be displayed; in most cases, this is due to the Windows performance counters database being corrupted which can be corrected with the “lodctr /R” command
  • Resolved an issue where the Rep Console could become unresponsive when accessing a remote folder with a very large number of files in it
  • Resolved an issue where remote Alt-<number key> combinations were not sending correctly
  • Resolved an issue where the Windows Updates timestamps listed in the System Information tab were not displayed correctly
  • Resolved an issue where the Jump Client uptime could display incorrectly
  • Resolved an issue with the Rep Console not exiting properly if the Rep logged in from another computer
  • Reverted Ctrl-Click sending Right-Click through screen sharing when providing support from a Mac
  • Resolved an issue where reps were able to remove Bomgar Buttons deployed to teams that they were not members of
  • Resolved an issue where the keys for the BlackBerry Bold (9650) simulator image were not functional
  • Resolved an issue where the back key for the BlackBerry Curve (9100) simulator image was not functional
  • Resolved an issue where mobile device simulator images were not showing up in the Linux Rep Console
• Customer Client
  • Resolved an issue where Bomgar Buttons deployed to a BlackBerry device would fail if site redirection was enabled.  This was reported in the 10.5.1 release notes as a known issue.
  • Resolved an issue where Bomgar Button icons using a transparent background were not displaying correctly
  • Resolved an issue where non-administrators could not deploy Bomgar Buttons to teams
  • Resolved an issue where Bomgar Buttons that were mass deployed behind a proxy were not able to connect
  • Resolved an issue where Jump Clients could fail to run elevated when allowed to do so
  • Resolved an issue where running a Jump Client Mass Deploy installer on a Windows Server 2003 system through RDP was not working correctly
  • Resolved an issue with Jump Clients failing to upgrade on Windows Server 2003 if an RDP session was open with the console.
  • Resolved an issue where the “shell jump” directory was not being removed when its Jumpoint was uninstalled
  • Resolved an issue where installing multiple Bomgar Buttons on a Mac could generate a false error message
  • The size of the Customer Client Agreement window was increased for better viewing
  • Resolved an issue where Linux customers were unable to open files sent via chat
  • Resolved an issue where the visual alert for session activity was not displaying correctly
  • Resolved an issue where rebooting into safe mode while running a 32-bit Customer Client on a 64-bit operating system was not working correctly
  • Resolved an issue where a customized uninstall message would appear in the browser correctly but not in the Customer Client window
  • Resolved an issue where Customer Clients would not detect proxy settings on 64-bit versions of Windows if proxy settings were set in Firefox and missing in Internet Explorer

[UPDATED August 9, 2010]
Known Issues

The following known issues are currently being addressed and should be resolved in an upcoming maintenance release.  Our support team is available to discuss any questions you may have regarding these issues.

• For customers using Group Policies, a known issue exists in 10.5.2 which can prevent users from authenticating to the appliance.  To resolve this, we recommend logging into the administrative interface (/login) after upgrading to 10.5.2, editing each existing Group Policy and simply clicking the Save Policy button for each.
• Bomgar Buttons may not show up on desktops with a color depth set to 16-bit.  Consider increasing the color depth of the remote machine or selecting the “Deploy a shortcut to the menu” option when editing a Bomgar Button profile.

Bomgar 10.4.9 is a full maintenance release with a handful of new features and enhancements.  Please note that if you are currently running an earlier major version of Bomgar, such as 10.2.x or 10.3.x, please be sure to contact our Support team today to discuss any prerequisites that you may need to meet prior to upgrading.

Requirements for 10.4.9:

• This version of Bomgar has been certified for use with all physical Bomgar appliances (B100, B200, B300 & B400)
• Your appliance requires appliance base software version 3.1.6 or later before installing Bomgar 10.4.9

New Features and Enhancements

• Skins and support for the BlackBerry Storm 2 (9550) have been added to the Rep Console
• Admins now have the ability to exclude reporting data in their site backups, effectively creating a “Configuration Only” backup.  Note that “_with_logged_history” is now appended to file name of a full backup.
• A new “information bar” style prompt warns Reps whenever the customer client detects enhanced security (e.g. UAC enabled, Mac not running elevated, etc)
  
• A new Twitter-like counter has been added to the Session Notes input field, indicating the number of remaining characters that can be entered.  Note that the counter is reset when the user clicks the Submit button.
• The dialog for Elevating the remote customer client has been reworked to include all options in one view
  
• A new dialog reminds Support Reps to close any sessions in their Personal queue before logging out or quitting the Bomgar Representative Console.  This should also help increase Rep Exit Survey completion.
  
• Support for BlackBerry 5.0 devices associated with a BES has been added
• Session cookies now have the HttpOnly flag set for improved cookie protection

Issues Resolved

• Customer Client
  • Resolved an issue where Jump Clients failed to upgrade on 64-bit versions of XP / 2003 Server.  See this entry for more details.
  • Resolved an issue where the customer exit survey page displayed an error if it was launched before its session was fully closed
  • Resolved an issue where the wrong installer was provided when downloading the Customer Client on Red Hat 64-bit systems
  • Resolved an issue where Reboot/Reconnect with cached credentials was not working properly on Windows Vista and greater
  • Resolved an issue where the Customer Client was not loading under NT4
  • Resolved an issue where the “Open” and “Open Folder” links (displayed after sending a file via chat) were not working properly under certain conditions
  • Resolved an issue where the Open Location link displayed an error message after elevating a customer client
  • Resolved an issue where the Send File button was not working properly for 64-bit Customer Clients downloaded with Firefox or Chrome
• Rep Console
  • Resolved an issue where Jump Clients were showing Unavailable on lossy (e.g. wireless) networks
  • Resolved an issue where CTRL-SHIFT-<char> sequences could drop the SHIFT
  • Resolved an issue where the bomgar.ini file could be removed, hindering Jump Clients from reconnecting
  • Resolved an issue where the  “Move to Rep” menu item was not being displayed correctly
  • Resolved an issue where monitoring a team member that is running a Mac Rep Console caused the team member’s background to turn black
  • Resolved an issue where attempting to close the File Transfer overwrite warning dialog was not working properly.  Now, clicking the red “X” button will cancel the potential transfer and close the dialog.
  • Resolved an issue where saving a file sent via chat was not actually saving
  • Resolved an issue where push URL was not working in elevated sessions
  • Resolved an issue where the “Create Directory” File Transfer button could create undesired behavior
  • Resolved an issue where some Macs would not reconnect after rebooting during an elevated session
  • Resolved an issue with rep exit surveys where multi-select lists were displayed as single-select combo boxes
  • Resolved an issue where the Rep Console would sometimes be displayed larger than the screen’s resolution, forcing the user to resize it
• Web Interface
  • Now when configuring a Public site, changing a section from “Public Site and API” to anything else will disable AND uncheck the “Start Session Using Click-to-Chat” option for that section.  In previous versions, the latter option would remain checked which created confusion.
  • Resolved an issue where files larger than 64MB were not able to be downloaded from a browser
  • Resolved an issue where the Reset Admin Account failed to properly remove the existing admin from any group policies, potentially locking out the admin
  • Resolved an issue where editing a user’s Equilibrium Settings for idle timeout and session count limit were not disabled when “Allowed to provide remote support” was unchecked
  • Resolved an issue with not being able to start sessions using clicktochat.js when portal sections were set to “API only”
  • Resolved an issue where disabling English on the Localization -> Languages page did not fully disable it
  • Resolved an issue where closing the Click-to-Chat window prior to starting a session would cause the parent window to redirect to the Support Portal
  • Resolved an issue where outbound events did not support null bytes or a zero in any data fields sent as a part of that event
  • Resolved an issue where outbound events could stop working during routine appliance maintenance periods
  • Resolved an issue where deleting a logged-in rep from the user list was not forcing them to logout
  • Resolved an issue where Push URL and Exit Surveys were not always using the default browser on the remote system
• Misc
  • Resolved an issue where the Shell Jump tab of the Jumpoint Configuration dialog would display incorrectly if Escape was pressed after making configuration changes
  • Resolved an issue where Session Recording Viewer’s upper play button was not working correctly

Bomgar 10.4.8 is the first release of the 10.4 series to include translations!  This release also brings several new enhancements and as well as a list of resolved issues.  Be sure to note the one known issue below that we are currently working to resolve in an upcoming release.

Please note: If you are currently running an earlier major version of Bomgar, such as 10.2.x or 10.3.x, please be sure to contact our Support team today to discuss any prerequisites that you may need to meet prior to upgrading.

Requirements for 10.4.8:

[UPDATED 23-Apr-2010]

• This version of Bomgar has been certified for use with all Bomgar appliances, physical and virtual
• Physical appliances (Bomgar B100, B200, B300 and B400) require appliance base software versions 3.1.6 or later
• Virtual appliances require appliance base software version 3.1.7 or later

New Features and Enhancements:

• The “get_logged_in_reps” API command now returns the new “/api/session_start.ns” link in the “direct_link” element
• When using Shell Jump, the intermediate window (while the list of Jumpoints are being compiled) has been changed to an hourglass cursor
• The Command Shell font size has been improved for use on Linux and Mac
• Improved the way the “Session Key Generated” dialog opens when launched by the “Invite External Representative”
• Language support has been added to the 10.4 series
  • Chinese (Simplified)
  • Dutch
  • French
  • German
  • Italian
  • Japanese
  • Portuguese
  • Portuguese (Brazil)
  • Spanish
  • Spanish (Latin America)

Issues Resolved:

• Rep Console
  • Resolved an issue where the Rep Console could have problems running on Windows systems with a 16-bit Color Depth and the Brushed Steel theme was used
  • Resolved an issue with exiting a command shell while a file transfer is in progress
  • Resolved an issue where the Rep Console on a Mac could launch as a limited “Rep Invite” Console (i.e., the login prompt remembers a previous Session Key) instead of a full Rep Console
  • Resolved an issue where the scheduled time in a presentation email invite included a ‘seconds’ value as part of the timestamp.  This has been removed.
  • Corrected a typographical error for “best performance” in the Rep Console
  • Resolved an issue where non-elevated Jump Clients could be unable to determine the correct system uptime.  When this happens, the Rep Console now shows system uptime as “Unavailable”.
  • Click-to-Chat and Mobile clients now show an IP address value of 0.0.0.0 as they do not have access to the actual IP address of the remote system
• Administrative Interface
  • Resolved an issue with deleted users not being removed from the “Policy Users” box under group policies
  • Resolved an issue with determining which language to display when a browser is improperly configured
  • Corrected a typographical error on the user account permissions page in regard to the “When jumping, answer prompts after” setting
• API
  • Resolved an issue where the URLs returned from the ‘get_logged_in_reps’ API command did not honor the “Force HTTPS” option
• Misc
  • Resolved an issue where downloading the customer client in Chrome was not working correctly
  • Resolved an issue where an external key associated with a session key via the API could be excluded from outbound events
  • Resolved an issue where attendees were able to join expired presentations
  • Resolved an issue where the “Download the Bomgar Support Customer Client” link was not fully displayed in Click-to-Chat in Windows 7
  • Resolved an issue where Windows 2000 Jump Clients could fail to reconnect when pinned in user mode
  • Resolved a few issues with Linux Customer Clients when Show My Screen was used

Known Issues:
There is a known issue regarding the use of Bomgar 10.4.8 with Windows NT 4.  This combination is NOT recommended.  We are currently pursuing a working solution to this issue.  In the meantime, if you have a large number of mission- or production-critical NT 4 machines that require remote support, it is recommended that you wait for an upcoming Bomgar release.