Has anyone else experienced random, brief disconnects during BeyondTrust Remote Support sessions when both the rep and the end-user are on the same corporate VPN? It's not a full session termination—just a 5-10 second "Connection lost... Reconnecting" blip, but it happens multiple times per hour. Very disruptive during a screen share or when walking someone through a config.
Our setup:
* Both parties are on a global AnyConnect VPN.
* We use the on-premises Jump Client deployment model.
* Network team says there's no packet loss or throttling on the VPN tunnel itself.
I've been comparing notes with our team, and the pattern seems tied to the VPN's periodic re-authentication or perhaps a heartbeat mismatch. We don't see this at all when the support rep is on the internal network and the end-user is remote, or when both are off-VPN.
A couple of things we tried, with limited success:
* Adjusted the `HeartbeatInterval` and `KeepAlive` settings in the Jump Client configuration.
* Added the BeyondTrust servers to the VPN's split-tunnel exclusion list (which helped a bit, but isn't ideal for our security policy).
I'm curious if others have nailed down a specific fix. Is this a known interaction with certain VPN clients? Any registry tweaks or session settings that have stabilized it for you?
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