Troubleshooting the JumpCloud Agent Remotely

Written by Leia Schultz on September 28, 2020

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Did you have everything you needed when all your end users started to work remotely? IT’s pandemic-driven shift to support employees working from home this year required an evaluation of tech stacks and environment-wide resources. Chances are you had to overcome a few hurdles to make sure your organization could operate in the new normal.

To help IT administrators continue to monitor and troubleshoot JumpCloud-managed end user devices running the JumpCloud agent — and without user disruption — JumpCloud® released a new feature that provides the ability for admins to remotely retrieve agent logs.

Gain Remote Control of Windows, Mac, & Linux Devices

First things first: you need a way to manage end user devices, regardless of their location.

If you’re a JumpCloud Admin, JumpCloud’s lightweight and invisible-to-users system agent is how you’ll secure, monitor, and manage devices. The agent is the secret sauce for user identity, access management, and system management across Windows®, Mac®, and Linux® devices from your cloud directory platform.

If you need to get the agent onto a device that’s not in the same location you are, end users can install the agent with minimal disruption to their day. Their JumpCloud User Portal will help walk them through it: 

You’ll get an email notifying you when new systems, or end user devices, have the agent installed on them and can be managed with Policies, custom commands, and more. 

Troubleshoot Issues Anywhere

Now that the JumpCloud agent is successfully installed on end user devices, you can retrieve their logs. These agent logs let you quickly and easily troubleshoot device issues, without using the command runner. A couple common use cases for downloading logs are identifying failures that are causing end user problems, or looking to see if account takeover is successful from a user’s initial bind. 

Click the Get system logs button and in minutes you’ll have the agent information you need to help your end user.  

This feature gives you the quickest and easiest way to get remote logs by downloading the most recent 1 MB of agent logs on the device.

Note that you can only download logs from an online device. The button isn’t clickable for devices that aren’t online.

JumpCloud Makes Remote Work Happen

If your company will be fully remote, plans to return to the office, or supports a hybrid environment, JumpCloud’s directory platform can help you securely manage devices anywhere they are. You can hear how JumpCloud’s own IT team transitioned the company to a 100% work-from-home model in just three days, and learn how to do that at your organization too. When you’re ready, test drive the platform with a JumpCloud Free account with up to 10 users and 10 devices.

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