Remote Support 26.1.1 release notes

Representatives can now hear audio from supported endpoints during remote sessions. This helps troubleshoot devices that communicate status through sounds (such as alerts, beeps, or spoken prompts) without needing someone physically present.

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• Sounds are not currently recorded in Session Recordings, but will be in a future release.
• For more information, see User Settings, Desktop screen share, and Web screen share.

The macOS Jump Client is now deployed using a .pkg installer.

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• Version 25.3.1+RS or later is required before upgrading to 26.1.1 Remote Support.
• Only system mode Jump Clients are supported. User mode Jump Clients are no longer supported on macOS.
• If Mac User Mode Jump Clients are detected during an upgrade to 26.1.1, a Pre-upgrade 10 warning is displayed to prevent potential Jump Client loss.

Installations can be customized using a configuration profile (.mobileconfig) deployed prior to installing the .pkg file. Two installer types are available:

• Generic installer: Requires a .mobileconfig file that includes, at minimum, key_info. Additional settings such as comments and Jump Group can also be specified in the same file.

  

• Non-generic installer: Does not require a .mobileconfig file, as connection information is built into the installer. A .mobileconfig file is only needed if you want to customize settings such as comments or Jump Group.

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The steps to install a configuration profile (.mobileconfig) vary depending on your macOS version.

Newer macOS versions

Use one of the following methods:

• Finder: Double-click the .mobileconfig file to open it, then navigate to System Settings > Privacy & Security > Device Management and install the profile.
• Device Management: Open System Settings > Privacy & Security > Device Management and add the profile directly from the list.

Older macOS versions

Double-click the .mobileconfig file. The profile installs automatically.

MDM deployment

If you are deploying the configuration profile programmatically via Mobile Device Management (MDM), refer to your MDM tool's documentation for the appropriate installation steps.

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For more information, see Jump Clients: Install on macOS.

The user interface now uses more descriptive, context-aware terms in place of many Jump labels. This makes navigation and configuration easier to understand for new users while retaining key terms like Jump Client for continuity.

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For more information, see the updated terms at the top of the Remote Support glossary.

Jump Clients now support Remote Desktop Services (RDS) environments where incoming Remote Desktop sessions are brokered to a Collection of Remote Desktop Session Hosts. Previously, the Jump Client attempted to connect directly to the broker, which did not account for Collection-based routing. Sessions are now correctly routed to the configured Session Host Collection rather than the broker.

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For more information, see Local or Remote RDP shortcuts.

Shell Jump sessions now automatically configure the SSH erase key character from the remote system, improving compatibility with other systems that prefer non-default erase characters.

Atlas deployments are now supported in FedRAMP environments, with availability in the US-East (US-E) region.

Sessions initiated through a clustered Gateway are now routed to a node selected based on factors such as latency or current load. This improves connection responsiveness while preserving the redundancy benefits of a clustered deployment.

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For more information, see Install a Windows Gateway.

Cloud and on-premises only deployments can now use FIDO2 authenticators as a second factor for authentication. This provides a phishing-resistant MFA option and enables FIDO2 to be used for per-session MFA requirements where supported by policy.

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For more information, see Cloud Account Security.

Administrative tasks can now be delegated with more granular permissions instead of requiring global administrator access. When you use the Allowed to Set Passwords and Reset MFA setting this enables scoped user-management actions (including MFA reset).

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For more information, see Group Policy and User Settings > General Permissions.

Endpoint Automation jobs can now target systems by importing or pasting a list of endpoint names (Jump Clients). Jobs run only against endpoints the user is authorized to access, and lists can be maintained for repeatable operations.

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For more information, see Endpoint automation.

The Command API now supports JSON output in addition to XML. This makes it easier to integrate command results with modern automation and integration tooling that expects JSON payloads.

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For more information, see Command API - JSON.

SAML-authenticated users can now be logged out of their Identity Provider when they sign out of the product (where the IdP supports SLO). This helps ensure sessions end consistently across both systems and reduces the risk of lingering authenticated sessions on shared devices.

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For more information, see How to manage security providers.

When disabling automatic critical updates, administrators must now acknowledge a high-signal warning and type a confirmation value before the setting is applied. The updates page also surfaces update-service connectivity status and supports on-demand connectivity testing, helping prevent situations where automatic updates appear enabled but cannot function.

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For more information, see Updates.

We now support RedHat OpenShift KVM virtual machines.

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For more information, see RedHat documentation.

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Important information

The minimum recommended instance size is 4 CPUs and 32 GB memory.

The legacy Enable XML API and Enable Archive API settings are no longer required to access historical archived event data. These capabilities are now available by default, helping dashboards and integrations continue to retrieve archived history after restarts or service interruptions.

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For more information, see Cloud API configuration.

• Updated the text for the default credential checkbox to Remember as my default for this item.
• Users who attempt to start sessions with more than 10 Assets selected simultaneously now see a clearer message explaining the limitation.
• The Customer Client's pop-up windows now adhere to the operating system's High Contrast settings.

The desktop console now lets users choose which columns appear in the list view, including custom fields and additional asset attributes. Users can filter and search based on these columns, and saved filters can be reused or shared to improve team workflows.

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For more information, see Representative console interface.

Screen sharing now scales captured images on the server before transmitting them to the viewer, reducing network bandwidth usage.

The maximum bandwidth for Jump Client upgrades has been increased from 100 MiB to 1 GiB.

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For more information, see Jump Client - upgrade.

Added a Fit to console window option to the Default RDP Display Size setting. When selected, the remote desktop is automatically sized to fill the available viewer area in the console window, eliminating scrollbars and letterboxing.