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Patch a BeyondTrust Remote Support (RS) or Privileged Remote Access (PRA) appliance by first recording its Base Software Version, checking the exact target release notes, taking a fresh backup, and scheduling a window that allows for disconnected representatives and sessions. Install packages from /appliance > Updates in the order shown—normally the Base package before dependent product packages. In a restricted network, use an Appliance Download Key and Updates > Manual Installation. Afterward, verify the installed patch name, version, and time, confirm update-service connectivity, upgrade required clients, and complete a real remote-session test.
Clustered and failover sites need an additional procedure: distribute packages without installing, drain traffic from the node being worked on, wait for active connections to end, upgrade nodes in the documented order, restore connection acceptance, and run Sync Now. The sections below separate online, offline, cloud, standalone, and multi-appliance work so you can follow the path that matches your deployment.
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What an appliance patch changes
BeyondTrust uses three terms that are easy to confuse. A patch fixes the current software version. An upgrade moves the site to a newer version. The /appliance interface labels both operations as an update. Release notes, not the wording on the button, determine whether you are applying a maintenance fix or crossing to a new release with additional prerequisites.
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Identify the deployment and capture a baseline
Record the product and hosting model
Write down whether the site runs Remote Support or Privileged Remote Access and whether BeyondTrust hosts it in the cloud or your organization operates B Series Appliances in its own data center. On-premises RS customers are responsible for appliance updates, backups, and network configuration. For cloud deployments, BeyondTrust manages software updates and disaster recovery; your administrators still need to understand the maintenance window and validate representative clients after a change.
Find the current Base Software Version
- Sign in to the appliance management interface.
- Open
/appliance > Status > Basics. - Copy the exact value beside Base Software Version, including every component of the version number.
- Record the appliance role (standalone, primary, backup, or traffic node), product version, and date and time of the check.
The Base Software Version is the starting point for upgrade eligibility. If the release notes do not show a direct path from your baseline, stop and ask BeyondTrust Support for the required sequence rather than guessing which intermediate package to install.
Check the update service before maintenance
On an online appliance, open /appliance > Updates and note whether the page can contact the update service. A communication failure can prevent packages from appearing; PRA 26.2.1 release information says an appliance that cannot communicate with the update server displays a notification. Capture that notification for the change record and use the restricted-network procedure if the site is intentionally isolated.
Read the target release notes before downloading anything
Release notes are the authority for eligibility and order. Check all of the following, not just the headline product version:
- Required Base Software Version and supported source versions.
- Remote Support or PRA version prerequisites.
- ECM and Integration Client requirements.
- Certificate and authentication changes.
- Representative-console and other client prerequisites.
- Whether a reboot, downtime, or session interruption is expected.
- Features or authentication methods being removed in the target release.
Example: PRA 26.1.1
The PRA 26.1.1 release requires Base Software 8.2.0 and supports upgrades from PRA 25.3.1 or later. It is the final release that supports RADIUS. An organization still using RADIUS must migrate before PRA 26.2.1; treating the 26.1.1 package as a routine patch without that migration can leave the next upgrade blocked.
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Automatic-update controls in 2026
BeyondTrust’s September 15, 2026 pre-release notice for version 26.3.1 says optional automatic version upgrades can apply to RS and PRA cloud and on-premises deployments when automatic updates are enabled. Maintenance windows and Fast Track, Standard Track, and Enterprise Track channels govern those upgrades, while critical patches follow separate rules. Confirm the selected channel and window in your organization’s change record; do not assume an automatic upgrade means client testing is unnecessary.
Prepare a safe maintenance window
Back up immediately before installation
Take and retain a fresh appliance backup immediately before installing the update. The multi-appliance procedure specifically requires administrators to download a backup and install the BeyondTrust updates before failing over or changing another appliance. Store the backup where it is reachable during a rollback or support investigation, and record its timestamp and retention location.
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Software updates can disconnect logged-in representatives and active remote sessions. Choose a non-peak window, notify operators, and arrange an escalation contact who can authorize a pause or rollback. Prepare a short test plan listing the representative consoles, integrations, authentication methods, and one real remote endpoint that must work after the update.
Pre-change checklist
- Target release notes reviewed against the recorded Base Software Version.
- Backup completed and verified as downloadable or otherwise restorable.
- Maintenance notice sent to representatives and affected users.
- Support contact and rollback decision owner identified.
- For a cluster, node roles, traffic ownership, and active-session counts known.
- For an offline site, a non-restricted download system and approved removable storage available.
Online patching on a standalone appliance
Use this path when the appliance can reach the BeyondTrust update service and is not being upgraded as part of a coordinated failover operation.
- Sign in to the appliance management interface during the approved window.
- Open
/appliance > Updates. - Select Check for updates. If the service returns no applicable package, the page reports No updates available; do not substitute an arbitrary package downloaded elsewhere.
- Review every package presented and its dependency indication. Install the displayed prerequisite first. Base packages commonly precede dependent BeyondTrust product packages.
- Start the installation and leave the management session available for status messages. Do not power off the appliance or interrupt its network connection while the package is being applied.
- Wait for the update to finish and for the interface to report success before beginning verification.
A package can appear greyed out when a prerequisite has not been installed. Return to the list, install the required Base or other dependency, refresh the page, and then retry the dependent package. If the page presents an order that conflicts with the target release notes, stop and contact BeyondTrust Support.
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Offline and restricted-network updates
An isolated appliance cannot retrieve packages directly, but it can still be updated through the appliance’s manual-installation workflow. The transfer process must preserve the package files exactly; do not unpack, rename, or modify them unless the release instructions explicitly require it.
- On the appliance, open
/appliance > Updatesand generate an Appliance Download Key. - Move that key, using your approved secure-transfer method, to a system that can reach the BeyondTrust download service.
- Submit the key from the non-restricted system and download the packages required for the appliance’s baseline and target release. Include prerequisites in the order specified by the release notes.
- Copy the packages to approved removable storage, such as a USB flash drive, and transfer the storage to the management system that can access the appliance.
- In the appliance interface, open Updates > Manual Installation.
- Select the transferred package set and choose Update Software.
- Install packages one at a time when the interface or release notes specify an order, waiting for each result before selecting the next.
Keep the Appliance Download Key, package names, checksums or transfer records required by your security policy, and the removable-media custody log with the change record. If no package is accepted, verify that it was downloaded for the same appliance baseline and target release; a manually transferred file does not bypass version prerequisites.
Failover and clustered appliances
Multi-appliance work is a traffic-management exercise as much as a software installation. The documented procedure warns that failover causes downtime, so schedule the work when a brief interruption is acceptable and communicate the expected effect.
Distribute packages before taking nodes offline
- Download a fresh backup according to the multi-appliance procedure.
- Obtain all required update packages and distribute them to the participating appliances without installing them yet.
- Confirm that each node has the same package set and that its recorded Base Software Version meets the target release prerequisites.
Drain traffic from the node being upgraded
- Identify which appliances currently accept new connections and which are backup or standby nodes.
- On the selected traffic node, disable acceptance of new connections.
- Monitor active connections and wait for existing sessions to end or for your approved process to terminate them safely.
- Do not begin installation while the node still carries sessions that must be preserved.
Upgrade in the documented sequence
Upgrade the backup and traffic nodes in the sequence specified for your deployment and release. The exact role order can vary, so use the current multi-appliance instructions rather than assuming that the primary should always be first. After each node reports success, confirm its installed version before moving to the next node. Keep the remaining node available only when that arrangement matches the failover design and release guidance.
Restore service and synchronize state
- Re-enable acceptance of new connections on the upgraded traffic node when its health checks pass.
- Return traffic to the intended node or fail the service back according to the approved plan.
- Use Sync Now to restore cluster state after the software work.
- Confirm that all nodes show the expected software level and role before declaring the maintenance complete.
If a node cannot rejoin or synchronization fails, keep it out of service, preserve logs and patch records, and contact BeyondTrust Support. Repeated failovers can extend the outage and make it harder to identify which node introduced the problem.
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Cloud and automatic-upgrade considerations
Cloud customers do not install appliance packages themselves. BeyondTrust manages cloud software updates and disaster recovery, while your team controls readiness: review the announced release notes, confirm the maintenance window and track, inform representatives, and test consoles and integrations afterward.
For on-premises RS or PRA deployments with automatic updates enabled, verify the configured maintenance window and channel before the scheduled event. Optional automatic version upgrades described for 26.3.1 are distinct from critical patches that may follow separate rules. Maintain a tested backup and an owner for post-update validation even when no administrator clicks an install button.
Verify the update: administrative evidence first
Confirm completion and inspect Installed Patches
- Wait until the update process reports successful completion; an apparent return to the login screen is not proof that the package finished.
- Open
/appliance > Updates > Installed Patches. - For every package applied, record the patch or update name, version, and install time. The Installed Patches page exposes these fields for audit evidence.
- Compare the recorded versions with the target release notes and your change ticket.
Check appliance health and update connectivity
- Review the appliance status pages for errors, degraded roles, or an unexpected reboot state.
- Confirm that the update service is reachable, or document the intentional restricted-network status and the manual-transfer evidence.
- In a failover deployment, verify node roles, connection acceptance, and synchronization after Sync Now.
- Save screenshots or exported records only where your security policy permits; otherwise retain the name, version, time, and operator in the change record.
Verify the user path, not just the patch record
Administrative evidence proves that software was installed; functional testing proves that the site still does its job.
Upgrade representative consoles and clients
After a Remote Support site upgrade, installed representative consoles must be upgraded as well. Launch a representative console on each supported operating-system group, confirm it reaches the site, and check that the version is the one required by the release notes. Apply the equivalent client checks for PRA operators, integrations, ECM components, and authentication plug-ins where those components are in use.
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- Sign in with a test representative or operator account using the authentication method that production users rely on.
- Start a session to an approved test endpoint.
- Verify connection establishment, screen viewing, keyboard and mouse control, file transfer or other functions your service depends on, and clean session termination.
- For PRA, test the representative access path and any privileged workflow affected by the release.
- Check that session history, reporting, and notifications appear as expected.
Use a real session rather than a login-only check: session negotiation, client compatibility, and permissions can fail after a successful appliance installation.
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Patch approaches compared
| Deployment | Connectivity | Update mode | Session impact | Preparation and evidence |
|---|---|---|---|---|
| Cloud RS or PRA | BeyondTrust-managed service | Scheduled automatic upgrades may apply when enabled; maintenance tracks include Fast Track, Standard Track, and Enterprise Track | Follow the announced maintenance window; client and session testing remains your responsibility | Review release notes, notify users, test consoles and a real session |
| Standalone on-premises appliance | Online | Manual installation from /appliance > Updates |
Logged-in representatives and active sessions can be disconnected | Fresh backup, Base Software Version, dependency order, Installed Patches record |
| Standalone on-premises appliance | Restricted network | Appliance Download Key plus Manual Installation | Same possible interruption as an online installation | Non-restricted download system, removable storage, transfer record, Installed Patches record |
| Failover or clustered on-premises deployment | Online or restricted, depending on site design | Packages distributed first, then ordered node installation | Drain traffic; failover can cause downtime | Backup, connection drain, node order, re-enabled traffic, Sync Now, cross-node verification |
Common failure modes and recovery decisions
No updates are listed
If the page says No updates available, first verify the appliance’s network path to the update service and confirm that the recorded Base Software Version is eligible for the target. For an isolated site, switch to the Appliance Download Key workflow. Do not install a package intended for a different baseline.
A package is greyed out
A greyed-out package normally indicates a missing prerequisite. Install the prerequisite shown by the interface—often a Base package—refresh the Updates page, and retry. If the dependency chain is unclear, pause the change and ask BeyondTrust Support to confirm the sequence.
The update server cannot be reached
Capture the appliance notification, check DNS, routing, firewall, and proxy requirements within your organization’s change controls, and decide whether the outage is temporary or intentional isolation. Use manual installation only with packages obtained through the Appliance Download Key process.
Users lose sessions during installation
Session interruption is an expected risk of software updates, not necessarily a failed installation. Wait for the update result, inspect Installed Patches, and run the functional test. In a cluster, do not repeatedly fail over while sessions are active; drain traffic and follow the node sequence.
Clients connect but features fail
Check that representative consoles and other clients were upgraded after the site. Review ECM, Integration Client, certificate, and authentication prerequisites in the target release notes. Retest with a controlled session and preserve the appliance version, client version, and exact error for support.
RADIUS blocks a PRA upgrade
If the target path includes PRA 26.1.1, remember that it is the final release supporting RADIUS and requires Base Software 8.2.0 with PRA 25.3.1 or later as the source. Complete the authentication migration before moving to PRA 26.2.1; do not treat the migration as post-upgrade cleanup.
What to retain in the change record
A concise record makes a later audit or support case reproducible. Retain:
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- Product, hosting model, appliance role, and Base Software Version before the change.
- Target release, release-note prerequisites, and any required intermediate versions.
- Backup timestamp and storage location.
- Maintenance window, operator, and user-impact notification.
- For offline work, Appliance Download Key use, package transfer date, and removable-media custody.
- Installed patch or update name, version, and install time from Installed Patches.
- Node-by-node sequence, traffic-drain times, failover events, and Sync Now result for clustered sites.
- Client versions tested, authentication path used, test endpoint, session result, and any follow-up ticket.
The reliable standard is simple: prove that the appliance accepted the right package, then prove that users can complete the remote workflow they depend on.
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