FAQ: Remote Assist

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) 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

Q) Are Remote Assist sessions supported between different OS?
Yes, all combinations are supported:

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

Q) How many simultaneous sessions are supported with Remote Assist?
There is no limit to the number of simultaneous sessions for authenticated Admins. 

Q) Are there any timeouts for the session?
Yes, the session automatically times out after 120 minutes. This can be customized using Session Timeout Duration in Settings Features > Remote Assist

Q) Are the Remote Assist sessions secure?
Yes, the data exchanged during the session is fully encrypted using strong ciphers and encryption.

Q) Can I increase / decrease the quality of the screen sharing?
Currently, the quality of the screen sharing is automatically decided.

Q) Are multiple monitors supported?
Yes, the admin can select between multiple monitors when starting a session, and can also switch between them during the session. 

Q) Can I enable HDR video streaming from my display monitors?

Remote Assist does not currently support video streaming from HDR-enabled displays. To effectively use the Remote Assist service, disable HDR video streaming on your device. Remote Assist has HDR disabled by default.

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. 

Q) Where can I see the logs for Remote Assist?

  • 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:
  • Linux:
    ~/.config/{app name}/logs/{process type}.log
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