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An issue occasionally exists where an Admin cannot connect to an end-user on a Windows or macOS device using either Consent Prompt, Silent Assist, or Background Tools.
Possible Causes
There are several possible reasons why this error occurs:
- The end-user device is not connected to the internet.
- End-user device network connectivity is poor
- Remote Assist App is not properly installed on the device
- Remote Assist App installed on the device is on an older version
- Remote Assist App is installed on the device and on the correct version but is not running
Considerations
Check to ensure you meet the networking requirements for the Remote Assist agent, including the endpoint security and firewall exclusions.
Diagnose Remote Assist End-User Connectivity on Windows
To diagnose if the Remote Assist Agent is working correctly on an end-user’s Windows device, you can run a series of remote JumpCloud commands.
- Log in to the JumpCloud Admin Portal: https://console.jumpcloud.com.
- Go to DEVICE MANAGEMENT > Commands.
- Click the + icon, then click Command. The New Command window displays.
- On the Details tab, enter a name for the command in the Name field.
- In the Type field, select Windows.
- Select the Windows Powershell check box.
- In the Command text field, copy and paste the following script:
$pingResult = Test-Connection -ComputerName assist.jumpcloud.com -Count 4 -Quiet
if (-not $pingResult)
{
Write-Host "Error while attempting connection to Remote Assist servers. Please check your network connectivity"
}
else
{
Write-Host "Network connection to Remote Assist Servers is stable"
}
$jumpCloudPath = "C:\Program Files\JumpCloud Remote Assist\JumpCloud Remote Assist.exe"
$version = (Get-Item $jumpCloudPath).VersionInfo.ProductVersion
if (-not $version)
{
Write-Host "Version information not available for JumpCloud Remote Assist. Check installation"
}
else
{
Write-Host "Version of service JumpCloud Remote Assist: $version"
}
$service = Get-Service -Name "jumpcloud-assist-service" -ErrorAction SilentlyContinue
if ($service -eq $null)
{
Write-Host "The Jumpcloud Remote Assist Service is not found. Please check your installation"
}
elseif ($service.Status -eq 'Running')
{
Write-Host "The Jumpcloud Remote Assist Service is running."
}
else
{
sc.exe start "jumpcloud-assist-service"
Write-Host "JumpCloud Remote Assist Service is not running. Starting the service"
Start-Sleep -Seconds 3
$service = Get-Service -Name "jumpcloud-assist-service" -ErrorAction SilentlyContinue
if ($service.Status -eq 'Running')
{
Write-Host "The Jumpcloud Remote Assist Service is running."
}
else
{
Write-Host "The Jumpcloud Remote Assist Service has not started. Please contact support."
}
}
- Click the Devices tab, and select the devices on which to run the command, then click save. The Commands page displays with the newly created command.
- On the newly created command, click Run Now to run the script on your selected devices. This may take a few seconds to complete.
- After the command is finished running, click the Results tab and then click view to review the command result details.
- The script checks your device’s ability to connect to the Remote Assist servers. The script displays a message indicating the quality of network connectivity.
- The script checks whether your device has Remote Assist installed, and if so, the version you are running. You can check to see the latest versions of the Remote Assist Agent on the Releases page.
- The script checks the status of the Remote Assist background processes running on your device. This is essential for establishing Prompted and Silent Assist sessions.
If all three status checks are passed, the Command Result Details will display Success. 
Diagnose Remote Assist End-User Connectivity on Mac
To diagnose if the Remote Assist Agent is working correctly on an end-user’s macOS device, you can run a series of remote JumpCloud commands.
- Log in to the JumpCloud Admin Portal: https://console.jumpcloud.com.
- Go to DEVICE MANAGEMENT > Commands.
- Click the + icon, then click Command. The New Command window displays.
- On the Details tab, enter a name for the command in the Name field.
- In the Type field, select Mac.
- In the Run As menu, select root.
- In the Command text field, copy and paste the following script:
if ping -c 4 assist.jumpcloud.com &> /dev/null
then
echo "Network connection to Remote Assist Servers is stable"
else
echo "Error while attempting connection to Remote Assist servers. Please check your network connectivity"
fi
plist_path="/Applications/JumpCloud Remote Assist.app/Contents/Info.plist"
if [ ! -e "$plist_path" ]; then
echo "Error: Info.plist file not found for the given application."
exit 1
fi
version=$(defaults read "$plist_path" CFBundleShortVersionString)
if [ -n "$version" ]; then
echo "Version of JumpCloud Remote Assist: $version"
else
echo "Error: Unable to retrieve the version information for JumpCloud Remote Assist. Check installation"
exit 1
fi
service_name="com.jumpcloud.assist-service"
if launchctl list | grep -q "$service_name"; then
echo "JumpCloud Remote Assist Service is running."
else
echo "JumpCloud Remote Assist Service is not running. Starting Remote Assist Service"
launchctl load -w /Library/LaunchDaemons/com.jumpcloud.assist-service.plist
sleep 3
if launchctl list | grep -q "$service_name"; then
echo "JumpCloud Remote Assist Service is running."
else
echo "JumpCloud Remote Assist Service has not started. Please contact support."
fi
fi
- Click the Devices tab, and select the devices on which to run the command, then click save. The Commands page displays with the newly created command.
- On the newly created command, click Run Now to run the script on your selected devices. This may take a few seconds to complete.
- After the command is finished running, click the Results tab and then click view to review the command result details.
- The script checks your device’s ability to connect to the Remote Assist servers. The script displays a message indicating the quality of network connectivity.
- The script checks whether your device has Remote Assist installed, and if so, the version you are running. You can check to see the latest versions of the Remote Assist Agent on the Releases page.
- The script checks the status of the Remote Assist background processes running on your device. This is essential for establishing Prompted and Silent Assist sessions.
If all three status checks are passed, the Command Result Details will display Success.
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