Understand the Remote Assist Agent

All JumpCloud customers with JumpCloud Agent version 1.61.0 or later can access Remote Assist for remote desktop access and support. The updated JumpCloud Agent will install JumpCloud Remote Assist agent version 0.2.4 on supported Windows and macOS devices.

Remote Assist is a free addition to the JumpCloud Directory Platform and provides remote desktop access and support for organizations of any size for any number of devices, without limits on time or number of sessions.

JumpCloud Admins can initiate a Remote Assist session from the JumpCloud Admin Portal. Go to Device Management > Devices. Select a device through Device Support > Launch Remote Assist.

Understanding the Remote Assist App

The Remote Assist app is included with the JumpCloud agent and is installed by default. Having Remote Assist available for everyone ensures that initiating a remote session to help troubleshoot and resolve issues on an end user's device is always an option. 

The JumpCloud agent is required to launch the initial Remote Assist client installation, but the app is intentionally deployed as separate from the JumpCloud agent to ensure Admins are able to address customer issues even if the JumpCloud agent is not running. 

After installation, the end user must manually launch the Remote Assist app to facilitate a Manual session with the JumpCloud Admin Portal. The Remote Assist app is launched automatically after initiating Prompted Assist and Silent Assist session types.

When Remote Assist isn’t in use, it doesn’t consume any memory or CPU. There isn’t any network traffic to or from this app until the remote session is initiated by the Admin and activated by the end user. After session completion, you should always exit the app.

Specifications

Windows
App name: C:\Program Files\JumpCloud Remote Assist\JumpCloud Remote Assist.exe 
Disk Space usage: 140 MB
Registry Entries: None

Mac
App name: Applications/JumpCloud Remote Assist.app
Disk Space usage: 200 MB
Privacy Permissions: Accessibility and Screen Recording. See Permissions for Remote Assist on Mac.

Linux
List of support Linux versions:

• ubuntu-18.04
• ubuntu-20.04
• ubuntu-22.04
• debian-11
• rocky-8
• rocky-9
• linuxmint-20
• linuxmint-21
• centos-7

Endpoint Security Exclusions

Endpoint security solutions like antivirus, application control, or host and network firewalls might prevent you from using Remote Assist. If you are having problems, we recommend adding the following exclusions in your security software:

• Folder Exclusions: C:\Program Files\JumpCloud Remote Assist
• Trusted Apps Allow List:
  •  C:\Program Files\JumpCloud Remote Assist\JumpCloud Remote Assist.exe – This is the main binary used to stream the screen contents of the end user device.
  • C:\Program Files\JumpCloud Remote Assist\screenCapture_1.3.2.exe – This binary is used for capturing the Windows Secure Desktop content, including the login and user switch screens, as well as the UAC prompt.

Firewall Exclusions

Ensure that communications to the following domains and ports are allowed by your firewalls:

• *.assist.jumpcloud.com
• *.api.jumpcloud.com
• *.kinesisvideo.*.amazonaws.com
• *.iot.*.amazonaws.com 
• Outbound UDP traffic
• Inbound UDP responses
• Traffic on TCP port 443 (HTTPS)
• Traffic on TCP and UDP on port 3478 (STUN)

If the JumpCloud Remote Assist app is still prevented from running or flagged as suspicious after you have verified the exclusions above, contact your security vendor.

For more information, see Get Started: Remote Assist. If you have any questions, contact [email protected].