Q) Remote Assist is supported on which hardware architectures for Linux?
On Linux, Remote-Assist is supported on x86_64 architecture, and is currently not supported on Linux ARM architecture.
Q) Does Remote Assist cost anything?
Remote Assist is a completely free feature to use with JumpCloud.
Q) How is the Remote Assist app installed on my device(s)?
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.
Q) What if I don't want to use Remote Assist?
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.
Q) Why is Remote Assist a separate app from the JumpCloud Agent?
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.
Q) Why is the Remote Assist app automatically installed by default on my Windows and MacOS devices?
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.
Q)Remote Assist is not working. How do I troubleshoot?
Please refer to Understanding 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.
Q) Which OS are supported?
Remote Assist supports Mac OS, Windows and Linux. For more information, see JumpCloud Agent Compatibility, System Requirements, and Impacts.
- Windows to Mac
- Mac to Windows
- Linux to Mac and Windows
Q) Why does the end user need to enter the Session ID given by the Admin or technician?
The 1.0 version of Remote Assist requires this as an additional security step to prevent session-based attacks. Future options will allow the end user to join the session securely by accepting a consent prompt only.
Q) What technology is used by Remote Assist?
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.