Note that if you are currently running a previous major version of Bomgar, such as 10.1.x, please be sure to contact our Support team today to discuss any prerequisites that you may need to meet prior to upgrading.

New Features and Enhancements:

• Internationalization
  • Bomgar 10.3 translations are now available for the following languages: Chinese (simplified), Dutch, French, German, Italian, Japanese, Portuguese (Brazilian & European), Spanish (Latin American and European)
• Administrative Interface
  • Enhanced Clipboard Controls now allow synchronizing between the Rep’s and Customer’s clipboards. A new setting is located under the Management -> Security page labeled “Clipboard Synchronization Mode” with the following options:
    • Not Allowed – clipboard synchronization will not occur
    • Allowed to Manually Send Clipboard From Rep to Customer – a single button in rep console will appear giving the rep this permission
    • Allowed to Manually Send Clipboard in Either Direction – a button with a dropdown showing these two options will appear giving the rep this permission
    • Automatically Send Clipboard Changes in Both Directions – clipboard synchronization occurs automatically, and the support rep sees no difference from older versions (default)
  • Administrators can now configure how long logging information and session recordings are stored on the appliance; this new setting is located on the Management -> Security page
• Representative Console
  • The Rep Console now inherits high contrast themes from the operating system
  • New image overlays have been added for the BlackBerry Tour and BlackBerry Curve, giving a more accurate support view to the support representative
  • New default skins for unknown BlackBerry and Windows Mobile devices have been added, emulating the basic hardware buttons
  • Several updates to the File Transfer interface have been added:
    • Added the ability to view the history of files transferred during a session via the File Transfer tool. Previously, only the source & destination locations were displayed.
    • The Start/Resume button has been renamed to Start
    • The Clear button was renamed to “Clear Completed”
    • The tool’s buttons now enable & disable depending on the current selection
    • The Cancel button now works with multiple selected items
  • When closing a session after transferring it to a team, reps are no longer prompted to disconnect the customer.
• Customer Client
  • Hardware Acceleration suppression is now enabled if the Customer Client detects that screen updates are taking longer than usual. Once screen sharing stops, Hardware Acceleration is re-enabled on the remote computer. Note that this only affects Windows XP and Server 2003 customers.
  • If a Bomgar Button has any problems connecting to the appliance, now the Support Portal is opened.
  • Elevation requests in Click to Chat sessions are now inline with the chat text rather than above the chat area
• API
  • The API version has been updated to 1.2.2
  • Added “rep_username:<username>” support to the queue_id parameter to Command API’s generate_session_key action. This allows a session key to be generated for a rep’s queue via the API by providing the rep’s username.

Issues Resolved:

• Administrative Interface
  • Resolved an issue with the Support Portal always defaulting to “Other Issue”. The default has now changed to “Please choose an issue”
  • Resolved an issue with some checkboxes not saving correctly on the Failover page
  • Resolved an issue with the default settings for public site sections; the defaults are now set to “Public Site and API” instead of “Disabled”
  • Resolved an issue with deleting all exit survey questions causing errors to be displayed on the Support Portal
  • Resolved an issue with some Support Portal customizations not saving correctly.
  • Resolved an issue where disabling session keys on the Support Portal also disabled Presentation links
• API
  • Resolved an issue with Chat Message events not having a <destination> element
  • Resolved an issue with generating a session key for a Rep, Team, or Embassy that does not exist; now an error message is displayed
• Representative Console
  • Resolved an issue with taking a session that you previously transferred to a team queue.
  • Resolved an issue where the System Information’s Network Description could display invalid characters
  • Resolved an issue with session keys being generated with incorrect expiration dates
  • Resolved an issue with Command Shells behaving abnormally when large buffers were used
  • Resolved an issue where saving a Command Shell history could truncate the history
  • Resolved an issue where the Rep Console could become unstable when saving a Command Shell’s history
  • Resolved an issue where the Mac’s menu bar and the Rep Console’s screen sharing controls would conflict when supporting a Mac in full screen mode
  • Resolved an issue where the Bomgar menu could be missing in Snow Leopard
  • Resolved an issue where the virtual pointer could cause a Linux customer’s screen to flicker
• Customer Client
  • Resolved an issue where Click to Chat was not always notifying customers when Flash needed to be upgraded
  • Resolved an issue where an earlier Push URL chat message could open another browser window after elevating Click to Chat to the full Customer Client
  • Resolved an issue with deploying a Bomgar Button immediately after logging into a machine
  • Resolved an issue where Jump Clients could take longer than expected to come back online after being disconnected for an extended period of time
  • Resolved an issue where Jump Clients could take longer than expected to uninstall or disable
  • Resolved an issue where Jump Clients were not listing publisher information in Add/Remove Programs correctly
  • Resolved an issue with deploying Jump Clients through RDP sessions on Windows XP; now the RDP session will close and allow the Jump Client to finish deployment
• Windows Mobile
  • Resolved an issue with starting new sessions on Windows Mobile if the previous session did not uninstall properly
  • Resolved an issue with deploying Bomgar Buttons on Windows Mobile devices
  • Resolved an issue with mobile Internet Explorer being detected as a desktop operating system
• Misc
  • Resolved an issue where the TTL values on the Jumpoint configuration tab were not being saved correctly
  • Resolved an issue with the Customer Client download not starting if Internet Explorer’s popup blocker settings were set to “high”
  • Resolved an issue where session recording URLs could stop working after a site upgrade
  • Resolved an issue with several Syslog messages not logging properly
  • Resolved an issue where Embassy users could show up in the sharing list for the General queue
  • Resolved an issue with long Customer Agreements causing the Customer Agreement window to become too wide
  • Resolved an issue with some clients not being able to detect the install path correctly after upgrading
  • Resolved an issue with enumerating the Control Panel which could cause the Customer Client to hang
  • Resolved an issue with the Mac presentation client where maximizing the screen and setting the display mode to “Actual Size” would show a grey screen
  • An error message is now displayed when attempting to run a Presentation on non-supported operating systems

“Support departments are entering a new phase marked by the introduction of Windows 7,” said Nathan McNeill, Bomgar’s vice president of product strategy.  “And with PC demand expected to reset in 2010, IT organizations are challenged to handle this inevitable hardware refresh as recent cutbacks have strained staff resources.  Bomgar provides an optimal solution for IT support to work virtually and overcome the obstacles of geography, diverse technology systems and access barriers.”

In addition to supporting Windows 7, Bomgar 10.4 helps IT manage the anticipated onslaught of tech support requests resulting from the technology and end user change associated with a large-scale IT infrastructure overhaul. The following features are a few core capabilities added to the platform based on customer feedback:

• Expanded OS Support: IT organizations need secure remote control technology that can reach across multiple operating systems (e.g., Windows, Mac, Linux, Windows Mobile and Blackberry).  Bomgar 10.4 features full support for Windows 7 systems, expands Linux support for reps to include Ubuntu and Red Hat, deepens Mac support to bring capability into parity with a Windows system running Bomgar.
• Equilibrium and Rep Invite: Bomgar 10.4 provides tools to improve the overall agility of IT support teams. Equilibrium enables support organizations to automatically adjust to spikes in demand, filtering requests across the team based on availability.  Reps can also seamlessly add external technicians into a remote session for advanced troubleshooting.
• Shell Jump and Jump Zone Proxy: Eliminating access barriers and the need to have a direct Internet connection, Bomgar 10.4 features new secure remote access tools to reach systems.  Shell Jump provides direct, command line access to a variety of network devices, including servers and routers without initiating screen sharing, and Jump Zone Proxy allows IT to access systems with no direct Internet connection (i.e. kiosks).

Bomgar delivers cross-platform, appliance-based remote support software that allows IT to centralize help desk assets and securely remote control attended and unattended desktops to resolve computer issues via the Internet. It includes out-of-the-box integration with BMC and HP service desk products and reporting features that help businesses comply with regulations such as PCI, SOX, HIPAA and FDCC.  Centralized in a secure software appliance, Bomgar’s remote support technology provides organizations of all sizes with the resources required to identify and resolve costly technology and business issues that cycle through the help desk.

Specifications and Availability

Bomgar 10.4 is software designed to run on the Bomgar Box and will be available on November 16, 2009. Technical specifications can be found on the website at www.bomgar.com/10.

About Bomgar

Bomgar Corporation specializes in appliance-based remote support software. Bomgar allows companies to connect to remote clients and co-workers via the Internet anywhere in the world in seconds. The product allows organizations to optimize support by virtually accessing end-user systems for real-time incident resolution, eliminating the frustration of phone-only tech support. Bomgar provides enterprises with an unparalleled level of security and scalability, while enhancing IT resource management with the benefits of a virtualized help desk. Backed by venture capital, Bomgar has grown steadily since its inception in 2003 and has thousands of customers and strategic partners worldwide. Based in Ridgeland, Miss., the company is also one of the fastest-growing software companies in America ranked by the 2009 Inc. 500.

Contacts:

Nathan McNeill, Vice President of Product Strategy

Bomgar Corporation

nmcneill@bomgar.com

601-607-8273

Lauren Whittenberg

Lois Paul & Partners

lauren_whittenberg@lpp.com

512-638-5322

If you are currently running a previous major version of Bomgar, such as 10.1.x, please be sure to contact our Support team today to discuss any prerequisites that you may need to meet prior to upgrading.

Issues Resolved:

• Resolved an issue where teams would sometimes not show up in reporting.

Note – this release has been certified against appliance base versions 3.1.x and 3.0.x for the B100, B200 and B300 physical appliances.  It has not been certified for the B300v.

Resolved an issue where Jump Clients could get stuck in a “Session Starting” state if an RDP session had previously grabbed the console.

Note that this release has been certified for physical appliances (B100, B200 and B300).

Technology Services World

Bomgar will be at Technology Services World in Las Vegas at booth #29.
Technology Services World
Las Vegas, October 19-21, 2009
Driving Customer Adoption: The Next Generation of Services

Today we’re pleased to announce and provide latest maintenance release of Bomgar, version 10.3.3.  This release includes the same enhancements & issue resolutions that were recently added in 10.2.9.  We are also introducing several additional new features & enhancements as well as resolutions to a good list of issues.

As we mentioned with 10.2.9, if you are currently running a previous major version of Bomgar, such as 10.1.x, please be sure to contact our Support team today to discuss any prerequisites that you may need to meet prior to upgrading.

New Features and Enhancements:

• *A new filter to list all embassy users has been added to the embassy page.
• *You can now search embassy users based on the “Last Authenticated As” and “Display Name” columns.
• Multiple files can now be uploaded to the file store (up to 10) at once.
• The  help icons on the Support Portal can now be customized.
• The Customer Client Customer Agreement timeout is now configurable via the new Public Portal(s) -> Customer Client -> Display Options -> Acceptance Timeout setting.
• Each of the four components of the Public Site can now be enabled/disabled separately for the Public Site and for the API.
• New “Download Report” buttons have been added to the Reports and Session Details pages.
• Added a new “Prompt for Elevation Credentials” option on the Jump Client mass deployment page, which improves the Jump Client mass deployment installation on Vista and greater.
  
• Help text was added to the Localization->Search page.
• A Click-to-Chat session can now be initiated via the API.
• Bomgar Buttons can now be deployed with a “Session Key Only” option which allows them to be deployed without being tied to a team or representative.
• The Screen Sharing and Show My Screen buttons now remain enabled regardless of which mode is active.  If the either button is clicked while the other mode is active, a window appears explaining that only one may be active at a time.
  
• The Customer Client window can now be resized when in chat mode.
• A new option in the Representative Console will ask a rep if they wish to elevate before accessing a secure desktop on Windows Vista or greater.
  
• Jump Clients have improved proxy re-detect functionality to help with low stability network environments.

Issues Resolved:

• Administrative Interface
  • *All instances of “Team” have been replaced with “Team/Embassy” on the Support Summary Report
  • Resolved several issues with the “Back to Results” button incorrectly reverting to default settings after viewing the details of a session
  • Resolved an issue where the admin email address would not accept a blank value; the daily notification notice is now turned off if this field is left blank
  • Resolved an issue where some check boxes would not update until after clicking somewhere else in IE6 and IE7

• Rep Console
  • *Resolved an issue with the Rep Console not acknowledging the permission to share sessions with embassy teams
  • *Resolved an issue where Team Managers’ and Team Leads’ Rep Consoles would sometimes close in specific scenarios
  • *Resolved an issue where company code was not being displayed in the Rep Console when using Public Portals
  • Resolved an issue where, under certain conditions, Screen Sharing would enter full screen mode after clicking the Enable/Disable mouse and keyboard control button
  • Resolved an issue with ampersands (&) not working properly in canned scripts
  • Resolved an issue with certain Special Actions launching Windows Explorer instead of performing the intended Special Action.  Note that some of these Special Actions can take up to thirty seconds to open.
  • Resolved an issue with the Jump Client search in the Rep Console would display an entire group instead of an individual Jump Client
  • Removed the language drop down menu on the Rep Console Login window when only one language is installed
  • Resolved an issue with Canned Scripts not being able to read the resource file after elevation
  • The sidebar is now hidden in the Rep Console if the Rep only has access to his personal queue
  • Resolved an issue where certain Control Panel apps were not being displayed in the Special Actions menu
  • The Rep Console uninstall now respects the silent flag and will not display any confirmation dialogs
  • Resolved an issue where the Rep Console’s upgrade progress bar was hard to read when using the Brushed Steel theme
  • Resolved an issue where, under certain conditions, the Rep Console displayed a Jump Client’s status as “Session Started” when the session was actually closed
  • Resolved an issue where the chat window and side controls were not preserving their state when leaving full screen mode
  • Resolved an issue with the link to download the native Customer Client not working properly if the Click-to-Chat client lost its connection to the appliance

• Bomgar Button
  • Resolved an issue with not being able to elevate Customer Clients launched from a Bomgar Button if a non administrator user was logged in
  • Resolved an issue where, under certain conditions, a Bomgar Button would not upgrade properly

• Jump Client
  • Resolved an issue with Jump Clients reporting the wrong file size in Add/Remove programs
  • Resolved an issue where Add/Remove Programs would only show one Jump Client even though multiple Jump Clients might be installed
  • Resolved an issue where Jump Clients removed via “Add/Remove Programs” would update the Rep Console with “Unavailable” instead of “Uninstalled”
  • Resolved an issue with Jump Clients getting starved for resources; a Jump Client will now automatically restart itself
  • Resolved an issue with Jump Clients not coming back online after hard shutdowns (e.g. power failures)
  • Resolved an issue with Jump Clients not coming back online if the Jump Client was disconnected for extended periods of time
  • Resolved an issue where Mass Deployed Jump Clients were instructed to install as a user but still attempted to elevate

• Mac
  • Resolved an issue where lengthy Customer Agreements could appear multiple times

• Linux
  • Resolved an issue with the File Transfer window displaying large files as 0 bytes
  • Resolved an issue with installers not executing correctly on Ubuntu 9.0.4
  • Resolved an issue with the install instructions not being displayed when downloading the Rep Console
  • Resolved an issue where Jump Clients would hang after an auto-upgrade

• Mobile Devices
  • Resolved an issue where, in some scenarios, the full Windows client was being downloaded instead of the mobile client

• Miscellaneous
  • *Resolved an issue with the Customer Client only showing the default site name in the title bar; the Public Portal name is now shown in the Customer Client title bar
  • *Resolved an issue with mass deploying Jump Clients or Bomgar Buttons to an embassy team
  • Resolved an issue where multiple Settings and Logout windows could be generated from the systray icon menu
  • Resolved an issue with the Customer Client not following prompting rules when elevating; reps now see when an elevate prompt is satisfied (allow, deny, or time out)
  • Resolved an issue where the Customer Client may not remove all files after a session has ended.  Now if the operating system will not allow the files to be deleted, they are marked for deletion upon the next reboot
  • Resolved an issue where, under certain conditions, services were being stopped but not uninstalled on Windows

Note – the API version has been incremented to 1.2.1 with this release.  A new version of the API programmer’s guide is now available.

* These features and issue resolutions apply to Enterprise licenses only

Click here to view the embedded video.

As a solution for enterprise remote support, Bomgar’s most compelling capabilities involve group/team functionality. The 7-day free trial gives a preview for an individual support rep; unfortunately, it does not allow testers to see team or administrative functionality.

That’s why Bomgar has created a Team Trial. The Team Trial is a free way for your organization to evaluate Bomgar. We’ll provide you with a subdomain which we host, and give you access to the administrative interface and team functionality.

This video demonstrates how to use the Bomgar Team Trial once a sales engineer has created one for you.

Contact sales@bomgar.com to learn more or request a Team Trial.

This maintenance release introduces a few new enhancements and resolves several issues reported by you.  As always, we greatly appreciate your feedback.

As we mentioned with 10.2.8, if you are currently running a previous major version of Bomgar, such as 10.1.x, please be sure to contact our Support team today to discuss any prerequisites that you may need to meet prior to upgrading.

New Features and Enhancements:

• The Customer Client window can now be resized when in “normal” mode
• The Comments field has been added to the Jump Client search in the Rep Console
• Added the ability to configure the Customer Client’s Customer Agreement timeout under Public Portals -> Customer Client -> Display Options -> Acceptance Timeout
• Added a new “Prompt for Elevation Credentials” option on the Jump Client mass deployment page, which improves the Jump Client mass deployment installation on Vista

Issues Resolved:

• Administrative Interface
  • Changed “residentialPerson” to “inetOrgPerson” to be more in line with default eDirectory installs
  • Resolved an issue where some check boxes would not update until after clicking somewhere else when using IE6 or IE7
• Representative Console
  • Resolved an issue where multiple Settings and Logout windows could be generated from the systray icon menu
  • Resolved an issue where certain Control Panel apps were not being displayed in the Special Actions menu
  • Resolved an issue where the Rep Console’s chat window and side controls were not preserving their state when leaving full screen mode
  • Resolved an issue with the Jump Client search in the Rep Console would display an entire group instead of an individual Jump Client
  • *Resolved an issue where Team Managers’ and Team Leads’ Rep Consoles would sometimes close in specific scenarios
  • *Resolved an issue where company code was not being displayed in the Rep Console when using Public Portals
• Customer Clients
  • Jump Client install and uninstall messages now support all available languages
  • Resolved an issue with installers not executing correctly on Ubuntu 9.0.4
  • Resolved an issue with mobile devices downloading the wrong customer client
• Miscellaneous
  • Resolved an issue where modifier keys could get stuck, mainly the ctrl, shift, and alt keys
  • Resolved an issue where the Customer Client may not remove all files after a session has ended.  Now if the operating system will not allow the files to be deleted, they are marked for deletion upon the next reboot

* These issues only apply to Enterprise licenses

Issues Resolved:

• Click-to-Chat
  • Resolved several issues with the Click-to-Chat client not properly handling specific SSL configurations.
  • Resolved an issue with the Click-to-Chat client not always reconnecting after a network service interruption.
  • An error message is now displayed if a Click-to-Chat client cannot connect to the Bomgar Box.  This message includes an option to download the full Customer Client.
• Representative Console
  • Resolved an issue where Jump client searches would display an entire group instead of a specific Jump client.
  • Resolved an issue where Jump client searches were not searching the Comments field.
• Miscellaneous
  • Resolved an issue with Jump clients not starting if they had been pinned from a session initiated by a Bomgar Button.

Note – this release has only been certified against appliance base version 3.1.0 for the B100, B200 and B300.  It has been certified against version 3.1.1 on the B300v.

The highlights of this release are listed below.  To learn more and to request your upgrade, visit the Bomgar Support portal.

Requirements for 10.3:

• This version of Bomgar requires appliance base software version 3.1.0
• The customer’s Click-to-Chat interface requires Adobe Flash Player 9 or later

New Features and Enhancements:

• Management Enhancements
  • Automatic Failover* – automate the failover procedure between your Bomgar boxes to provide seamless support and business continuity
  • Embassy* – now you receive external support by giving vendors remote access to your network without compromising your security
  • Access Sponsor* – this new feature allows less-privileged representatives to request help from their senior counterparts, and it gives higher-level representatives the ability to grant (or deny) access to their junior counterparts
  • Integration Client Alerts* - if a scheduled task within the Integration Client ever fails, an alert can now be sent to the specified administrator for quick recourse
• Support Enhancements
  • Fast User Switching Support – Bomgar now allows you to support Windows machines that make use of Fast User Switching
  • Improved Windows Vista Support – support representatives are now able to send a remote Ctrl+Alt+Delete key sequence to remote Windows Vista machines
  • Command Shell History – this enhancement gives support reps a configurable amount of command shell history when supporting remote Windows machines
  • Canned Scripts – now you can create custom scripts that can be used within the Command Shell interface
  • Improved Mac System Information – support representative have a much more comprehensive view of remote Mac systems in Bomgar 10.3
• Customer Client Enhancements
  • Bomgar Button Enhancements – the Bomgar Button just got better by no longer requiring you to download the customer client once it’s deployed
  • Click-to-Chat - this new feature gives your customers the ability to chat immediately (via a Flash-based chat interface) with your support reps (via the Bomgar Representative Console)
  • Logged Customer Agreement Acceptance – this enhancement allows you to log any customer agreements acceptances that you have configured for your customers
• Jump Technology Enhancements
  • Proxy Jump – Jumpoint administrators may now configure their Jumpoints so that target machines requiring proxy credentials can be Jumped to
  • Concurrent Representative Access to Jump Clients – multiple reps can now access a single Jump client simultaneously
  • Restricted Jump Client Uninstalls – this enhancement keeps users from accidentally uninstalling Jump clients from their machine

Notes:

• Features with an asterisk (*) require an Enterprise license.
• Non-English translations for Bomgar 10.3 will be available in an upcoming maintenance release.  If you need to provide remote support in a language other than English, ask our support team about Bomgar 10.2.8, our latest translated release.

This is a 5 minute tour of the Bomgar support representative console. In this demonstration video, the sales engineer is offering remote support from a Mac to a Windows PC.

The video will show you how support reps can

• answer a customer’s request for remote support
• chat with customers
• transfer files to/from the remote computer
• view the system info of the remote computer
• control the remote pc with screen sharing

Note: Please contact Sales@bomgar.com, not support, if you have questions about this video. The narrator accidentally said “support”.

New Features:

• Added EU Portuguese translation
• Added an optional watermark indicator to be displayed on the customer’s screen whenever a Representative joins a session. This is enabled via the administrative interface.

Feature Enhancements:

• Added a timestamp to the Status column of the Jump client listing to display the last time a Jump client either connected or disconnected
• Jump client banners now update when modified
• Improved the mouse control of the Mac Presentation Attendee Client (i.e. when an attendee controls the presenter’s screen)

Issues Resolved:

• Administrative Interface
  • Language Support
    • Resolved an issue where the Jump client Deploy button was not properly displayed with Portuguese and Chinese translations
    • Resolved several display and spacing issues with Dutch translation
  • Failover
    • Resolved several display issues that appeared after a failover event
    • Resolved an issue where the failover history allowed the status page to grow very large; now limited to 100 entries
  • Security Providers
    • Resolved an issue with Group Policies where stacking teams to establish roles was not working properly
    • Resolved an issue where deleting a Group Policy could leave users as members of teams
  • Syslog
    • Resolved an issue where several Syslog events were reported as UNKNOWN.  These events are now logged correctly.
  • Misc
    • Resolved an issue where session recordings were not viewable in FireFox 2.0
    • Resolved an issue where session data (session recordings, chat transcripts, etc.) was unavailable under certain conditions
    • Resolved an issue in the Reporting API where the “Conference Owner Changed” event types weren’t returning the correct destination types
    • Resolved an issue with downloaded Presentation reports showing the wrong timestamp format
• Clients
  • Mac
    • Resolved an issue with the Representative Console redirecting to an invalid URL when login credentials have expired
    • Resolved an issue with the Option key getting stuck
    • Resolved an issue with incorrect characters being sent to the remote machine with Caps Lock enabled
  • Linux
    • Resolved an issue where URLs were not correctly launched from the Customer client on KDE4
  • Mobile
    • Resolved an issue where the uninstall message box on some Windows Mobile devices would not close properly
  • Presentation
    • Resolved a clock skew issue between the Bomgar Box and the Presentation scheduler
  • Misc
    • Resolved an issue with some desktop effects not being restored properly after an elevated session ended
    • Resolved an issue on Vista where the customer exit survey was not being displayed after an elevated session ended
    • Resolved an issue where the shift, control, and alt keys could get stuck
    • Resolved an issue with sorting Jump clients in non-English languages and Jump clients with numeric leading characters
    • Resolved an issue with Jumpoints caused by browsing large networks
    • Resolved an issue where the Accept Session prompt was not displayed if transferred from another Rep

Known Issues:

• When using the Privacy Screen feature, transparent windows on the remote computer may not be displayed to the support rep (e.g. the Office 2007 ribbon)
• Customer exit surveys may display after jumping to elevated Vista machines

A handful of minor issues have been resolved in this latest maintenance release.

Issues Resolved:

• Customer Client
  • Resolved an issue where the Custom Uninstall Message text was not being honored (i.e. only the default message was being displayed)
• Representative Console
  • Resolved an issue where, in rare cases, Jump clients were not enumerating correctly in the display list
  • Resolved an issue with high CPU usage on the Representative’s machine when a large list of Jump clients was expanded

New Features:

• The Jump client listing in the Representative Console now includes “Online/Offline since <date/time stamp>” status details
• The customer client chat now includes timestamps

Feature Enhancements:

• BlackBerry enhancements
  • BlackBerry screen sharing performance has been improved; especially noted on OS versions 4.3 and up
  • Improved support for BlackBerry Storm
  • When using the “Internet Browser”, the downloaded customer client attempts to connect via WiFi, then direct (i.e. carrier-specific); it WILL NOT attempt an MDS connection
  • When using the “BlackBerry Browser”, the downloaded customer client will attempt to connect via WiFi, then direct (i.e. carrier-specific), then MDS
• Representative Console
  • When supporting remote Vista customers, the Special Action labeled “Windows Security (Ctrl-Alt-Del)” is now shown only if the remote computer’s policy allows a Secure Attention Sequence to be remotely sent
  • When supporting a remote Mac customer and initiating full screen mode, support reps are notified that the  “Enable access for assistive devices” service is required for all Full Screen functionality to work properly.  This new notification only appears if the service is not currently enabled.
• Web
  • The “Upload Backup” section of the Management -> Software Management page is now hidden when a support site is in the backup role of a failover relationship

Issues Resolved:

• Customer Client
  • Resolved an issue that did not allow Representatives to lock remote NT4 computers
  • Resolved an issue where ClearType settings were not being restored on remote XP and Vista computers after a session ended
• Representative Console
  • Resolved an issue where Session Keys were sometimes not displayed in the Representative Console
  • Resolved an issue where CTRL, SHIFT and ALT keys would sometimes become “stuck” during a session
  • Resolved an issue with the Representative Console where Jump client search results were not correctly listed
• BlackBerry
  • Resolved an issue where pushing a URL to a remote BlackBerry device was not bringing the browser to the foreground
  • Resolved an issue with the customer’s chat message timestamps not reflecting their time zone
• Web
  • Resolved an issue with the Team Activity Report where certain Event Types were not shown
  • Resolved an issue with the Support Session Report where a deleted team would not show up correctly
• Misc
  • Added a Syslog message for changes to the permission, “Allowed to transfer to teams which they do not belong”
  • Resolved a proxy issue with PAC files not being properly applied in certain scenarios
  • Resolved an issue where the Exit Survey was not being displayed on remote Vista computers if the session was elevated

• The Bomgar Button – A one-click means of initiating a remote desktop control session
• BlackBerry Customer Client – We’ve expanded the product to include remote support for Blackberry devices
• Customizable Customer Portals – Create custom portals for different customers

Bomgar 10.2 Documents

• Bomgar 10.2 Enterprise Administrative User’s Guide (pdf)
• Bomgar 10.2 Standard Administrative User’s Guide (pdf)
• Bomgar 10.2 Representative User’s Guide (pdf)
• Bomgar 10.2 Syslog Message Reference (pdf)
• Bomgar Base 3 Syslog Message Reference (pdf)
• What’s New in Bomgar 10.2 (pdf)

You can also read the press release on Bomgar 10.2 and the release notes from our development team.

Customers will be contacted for our 10.2 rollout. Also, our trial system has been updated with Bomgar 10.2, so if you’re not a customer, you can sign up for a trial on Monday to get a preview.

We’ve also posted these with other documents under product documentation and support documents.

Issues Resolved:

• Resolved an issue where several Syslog events were reported as UNKNOWN.  These events are now logged correctly.
• Resolved an issue where client connections going through a proxy would fail
• Resolved an issue where SSL validation was not working properly for Mac OS X 10.3.9

Known Issues:

• Rep Console
  • The Representative Console does not always detect installed Bomgar Buttons
  • The Representative Console’s system tray right-click menu may not appear in Vista
  • When generated, Session Keys are sometimes not displayed in the Representative Console
• Administrative Interface
  • Exit Survey URLs are always displayed as the default site’s address
  • When upgrading, previous failover synchronization history information is removed; please make a note of this before upgrading (NOTE: this affects Enterprise licenses only)

New Features and Enhancements:

• Customer Experience Enhancements
  • Bomgar Button – allow your customers to initiate a support session with a single click
  • Courtesy Message – reassure your customers during heavy workloads with a configurable automated on-hold message
• Management Enhancements
  • Administer Representative Password Recall - administrators can now require support representatives to enter their credentials to log into the Rep Console
  • Set Session Key TTL at Generation* – lets representatives determine how long a Session Key will remain valid
  • Pre-Session External Key Display* – sessions initiated outside of Bomgar now have their API key displayed in the Representative Console’s queueing interface
• Jump Technology Enhancements
  • Jumpoint Admin – administrators can now allow/disallow Jumpoint configuration per user
  • Jumpoint TTL* – configure a Jumpoint to activate and/or uninstall at a configurable date & time
• Support Enhancements
  • BlackBerry Customer Client – provide remote support to your BlackBerry users on their devices
  • Low Bandwidth Screen Sharing – give fast remote support to customers on low bandwidth network connections
  • Multiple Public Portals* – create multiple customized public portals for each of your customers
  • Team Isolation* – keep your teams focused by allowing them to work only within their assigned teams
  • Customer Client Language API* – allows API-initiated sessions to pass customers’ language selection to be displayed within the Representative Console’s queueing interface
• Presentation Enhancements
  • Presentation List on Public Site – active presentations can now be included on Public Sites
  • Give Control to Attendees – presenters can give control to an attendee during a presentation
  • Time Zoned Email Invitation – presentation email invitations now include the presenter’s time zone

Service desk Integration:

• BMC Remedy AR Server
  • Enables representatives to begin chat and remote support sessions from BMC Remedy AR Server
  • Measure performance and effectiveness by viewing Bomgar session logs and creating customizable reports within BMC Remedy AR Server

Notes:
* Features with an asterisk (*) require an Enterprise license.
Non-English translations for Bomgar 10.2 will be available in an upcoming maintenance release.

PracticeWorks is a timely customer to have presenting. They’re a dental practice software provider headquartered in Atlanta with over 700 employees. They make practice management, digital imaging, and radiology software for dentists, orthodontists, oral surgeons, and the staff who support them in over 37,000 practices nationwide.

I say they’re a timely presenter because PracticeWorks cut over $5,000 per day in support costs by implementing Bomgar’s remote support software. With the 2009 economy looking like it does, savings like that could help a lot! Take the time to watch this webinar before planning your support operations for 2009. An hour with Krista could save your support organization a bit of nail-biting next year.

The webinar is free! View it here. Here’s the abstract:

Top 3 Strategies for Successful Support Operations in 2009

Tuesday, November 18th
(1:00pm Eastern/12:00pm Central/11:00am Mountain/10:00am Pacific)

Facilitated by: Rich Hand, HDI Executive Director of Membership
Presenter: Officer Krista Ciccozzi, Director of Technical Support for Practice Works Inc.

Webinar Topic Description:
With uncertain economic times looming in 2009, have you been asked to reassess your help desk support operations and budget? Are you once again being asked to do more with less? Are you even able to do so? Determining your strategy starts with evaluating your budget and costs. Do you know your cost per incident? Can you become more efficient through improved process or better use of your human and technical resources?

Join HDI on November 18th for an informative webinar from an industry practitioner and HDI Local Chapter Officer, Krista Ciccozzi, Director of Technical Support for PracticeWorks Inc. Krista will share her thoughts and experience on remote support and other help desk-related subjects to help you be better prepared for a dynamic 2009!

• Know your Budget
• Understand your Costs
• Focus on Efficiencies

• Added Portuguese language option to the list of available languages

Feature Enhancements:

• Languages
  • Added translations to several strings that were not previously translated
• Mac
  • Press-and-hold key repeat functionality was added
  • The Mac customer client now only shows one dock icon during client installation & initiation
  • When the rep console is running in a logged-out state, a new “File” menu is now located in the menu bar with a login option
• Administrative Interface
  • Added new detail to several Syslog events
  • The Syslog Message Reference Guide has been updated for 10.1.5 and can be found here
  • Dashboard now has the ability to search for name, computer, platform, issue, company, details, and Jump client
  • Added functionality to the “Start Presentation” button to allow a presenter to select which applications to share prior to starting a presentation
• Misc
  • Added a slight performance improvement to screen sharing
  • When a URL is sent through the chat window http will be appended to the front of the URL if no other protocol is specified
  • Added URL verification to the Customer Client chat feature

Issues Resolved:

• Reporting
  • When converting large recordings, the “percent complete” status now shows a more accurate percentage
  • Resolved an issue where two support teams could be logged with the same support team ID
  • Resolved an issue where exit survey reports could incorrectly display front-end survey information
  • Resolved an issue with calculating the average number of sessions per weekday on the Support Summary report
  • Resolved an issue with odd characters being displayed in session reports involving Mac clients
• Administrative Interface
  • Users that are removed from a Group Policy that added them to a Team or Jumpoint are now removed from that Team or Jumpoint upon synch (i.e. when a GP is deleted/saved or a user logs in)
  • Resolved an issue with System Information not showing the current user’s information when the customer client was running in an elevated state
  • Resolved an issue where Team Leads and Managers could be incorrectly added to a subordinate’s support session
  • Resolved several web interface alignment issues with non-English translations
  • Resolved an issue where exit survey drop-down default values were not being set correctly
  • Resolved an issue where IE6 would display a blank page after completing an exit survey
  • Corrected the view that shows all applications when choosing to present or reverse connect a session
  • Resolved an issue with Representative Console automatic upgrades failing when the representative didn’t have administrative access to the local PC
  • Resolved an issue for “Open Location” when accessing a Mac client file system from the representative console
  • Resolved an issue with odd mouse behavior when supporting a Mac customers
• Mac
  • Resolved an issue with the Mac rep console not sending Control keys correctly to Ubuntu customer clients
  • Uppercase and lowercase use is now handled properly
  • Clicking the red close-window button no longer prompts the user to quit the application
  • After logging out or being disconnected, Apple-Q and “Quit” in the application menu now function correctly
  • Resolved an issue where two “Quit” options were present in the dock tile icon menu
  • Resolved an issue with the ‘Terms and Conditions’ incorrectly timing out
  • Resolved an issue with the message box appearing incorreclty when no representative is present
  • Resolved an issue with the presentation client closing after accepting the agreement
• Known Issues
  • In the Rep console, the “Settings->Support: Prompt when new customer enters personal queue” setting may not work correctly
  • Representatives may experience rapid mouse flickering when using Screen Sharing in the Rep console on Mac OS X 10.5.5
  • On some installations, Jumpoint time always shows up as UTC timezone

Capacity: While the physical B300 can handle up to 300 concurrent support reps, capacity for the virtual appliance is determined by your Virtual Infrastructure.

Redundancy: The same is true for ensuring a redundant environment. The physical appliance offers the following for redundancy:

• Dual processors
• Dual power supplies
• RAID 5 – three hard drives and one hot spare
• Hard drive failure notification
• Secondary B300 failover configuration

On the other hand, you can leverage your current virtual infrastructure to configure the virtual appliance for high availability.

Organizations with virtual initiatives already under way will find in the B300v a way to deploy Bomgar in their environment without adding another box.

Using VMware ESX, deploy the B300v™ as any other virtual appliance into your environment. Once installed, administrators have all the options a physical Bomgar B300™ provides for setting up security providers, ticketing integration, and virtual support teams.

We’ve had numerous discussions here at Bomgar around how best to visualize the B300v Virtual Appliance. What we’ve narrowed it down to is a minimalistic line drawing of the physical B300.

What do you think? Is this the best solution? I’d like to get our readers’ feedback on our image for the B300v.

Bomgar has basic online presentation and screen sharing built into its core software. Give an online presentation to multiple online attendees.

Bomgar lets support reps push a URL to remote customers. Bomgar also gives support organizations granular control over file transfer. Bomgar automatically logs all session data, including what files are transferred.