FAQ: Remote Assist

Your session may have ended because another admin started a new session with the device. The system prioritizes new connection requests.

Yes. Your new session will take priority, automatically ending the existing one. The previous admin will be notified of the takeover.

This usually happens when outdated content has been cached by your browser. You can resolve this by reloading the page. If the issue persists, try clearing the cache. See the instructions to Bypass your Cache to learn more.

Once resolved, the issue typically goes away.

Depending on your macOS version and MDM settings, JumpCloud Remote Access requires security permissions for remote input, screen recording and disk access. 

We request these permissions at login to ensure they're in place when a remote session is needed. This allows for immediate assistance without delays.

To resolve, end users can do one of the following:

• Grant the requested permissions 
• Select the Do not show me this message again checkbox to switch to less intrusive system notifications. See Grant Required Permissions for the Remote Assist Agent on macOS Devices to learn more.

The Remote Assist Agent installation process typically takes between 30 to 120 minutes to complete. Wait till the Remote Assist Agent installation process is complete before proceeding to launch Remote Assist.

The JumpCloud Remote Assist Agent installation can sometimes be delayed as the installation process prioritizes the JumpCloud Agent (JCA) and the agent-app before attempting to install the Remote Assist Agent. For Windows devices, the installation process might take longer due to more complex components. 

If the Remote Assist Agent isn’t installed even after 2 hours, you can try troubleshooting manually. See Troubleshoot Remote Assist Installation, to learn more.

If the Remote Assist Service toggle under Settings > Features is enabled, then the Remote Assist app is automatically installed and updated by the JumpCloud Agent on all compatible devices.

The Remote Assist app is an intentionally separate application from the JumpCloud Agent; this ensures admins are able to assist/remediate customer issues even if the JumpCloud Agent is not running. However, the JumpCloud Agent is required to install and update the Remote Assist app. 

On Linux, Remote-Assist is supported on x86_64 and ARM architecture. See JumpCloud Agent Compatibility, System Requirements, and Impacts to learn more. 

Remote Assist only supports the English (Qwerty) keyboard for input. Other language keyboards may not work correctly.

To remove Remote Assist from your device, go to Settings > Features, and toggle the Remote Assist Service to Off. This will disable the service and also remove the app from all of your devices. For this toggle to be visible, the JumpCloud Agent must be installed, and the device must be in an active state. 

The Remote Assist client is installed by default to ensure that it is available to troubleshoot and resolve issues on an end user's device when the need arises. 

Remote Access supports Mac OS, Windows and Linux. See JumpCloud Agent Compatibility, System Requirements, and Impacts to learn more

Yes, all combinations are supported:

• Windows to Mac
• Mac to Windows
• Linux to Mac and Windows

JumpCloud Remote Access supports:

• One session at a time per device.
• Multiple simultaneous sessions with different devices without any limit. 

Please refer to Understand the Remote Assist Agent:

• Endpoint Security Exclusions
• Firewall Exclusions

If the computer being accessed is on a work or school network, it might not let you grant access. For more information, contact your Admin.

Yes, the session automatically times out after 120 minutes. This can be customized using Session Timeout Duration in Settings > Features > Remote Assist. 

Yes, the data exchanged during the session is fully encrypted using strong ciphers and encryption.

Currently, the quality of the screen sharing is automatically decided.

Yes, the admin can select between multiple monitors when starting a session, and can also switch between them during the session. 

Remote Assist does not currently support video streaming from HDR-enabled displays. If you have HDR enabled on any of your display monitors, it will be disabled at the beginning of a Remote Assist session and re-enabled automatically once the session ends.

JumpCloud Remote Assist is based on the WebRTC protocol, which directly connects endpoints from one device to another without changing anything on your firewalls, gateways or home routers. 

• Mac:
  User Context – Library/Logs/JumpCloud-Remote-Assist/jc-assist_{{YYYY-MM-DD}}.log Root Context – /var/root/Library/Logs/JumpCloud-Remote-Assist/jc-assist_{{YYYY-MM-DD}}.log
• Windows:
  C:\Windows\system32\config\systemprofile\AppData\Roaming\JumpCloud-Remote-Assist\logs\{{YYYY-MM-DD}}.log
• Linux:
  ~/.config/{app name}/logs/{process type}.log