Support Articles
Create Support Tickets from Remote Devices
Need the ability for end users to create support tickets directly from remote devices? Through the “Ask for Help” application installed on the remote device, users can fill out a short form with contact information and a brief description of their issue. On submit, this will fire off an email to your support ticketing system.
Linux Remote Desktop/Screenshots return blank screen or timeout with Wayland
Currently, the HeartbeatRM Linux agent is only able to communicate with Xorg to capture the desktop display. This means that if your desktop environment is using Wayland, then you’ll receive a blank image or a timeout when attempting to remotely access the desktop or take a screenshot. To resolve this, you can disable Wayland.
Web Proxy Browser Extensions
In order to proxy web traffic through a remote computer, a browser extension is needed. Please install the HeartbeatRM proxy extension that matches your preferred browser:
- Google Chrome
- Mozilla Firefox
How to Proxy Web Requests through Remote Computers
Need to access router/firewall configuration pages, intranet sites, or other web-based services on a remote network? Our proxy service makes it easy by routing your browser traffic through other remote computers you own. Think of it as a lightweight VPN for the web, letting you browse as if you were on another network.
How to Automatically Expire and Remove Agents
HeartbeatRM allows you to set up expiration periods on your devices, where upon expiration the agent software is uninstalled, and the device is removed from your HeartbeatRM dashboard. This is useful for anyone who wants to track and access a device only for a limited time.
Package Error certificate has expired or is not yet valid
When deploying a package with files to a remote computer, you may receive the message “Error retrieving chunk”, followed by “x509: certificate has expired or is not yet valid”. This can occur if the system date or time on the remote machine is incorrect, causing TLS negotiation to fail when downloading package files.
White Labeling the Agent Application
White label settings allow you to configure the logo and contact information shown in the “Ask for Help” utility, available on any computer where the HeartbeatRM agent has been installed.
Enabling or Disabling Remote Access Popup Notifications
Back in January we made a tweak to our remote desktop feature. This change involved showing a popup notification on the remote computer when a user connected or disconnected.
Creating and Configuring Access Keys and Installers
Access keys are credentials we embed into the agent installer file. During setup, the agent uses access keys to authenticate with HeartbeatRM and join your organization. For security purposes, you can disable access keys at any time.
Configuring Agent Group Security Options
In this article we’ll cover how to configure group security settings, such as password-protected remote access. Group security settings are inherited by agents belonging to the group.