Remote Access

Jumpcloud Remote Access provides a combination of Remote Assist and Background Tools to take remote sessions and troubleshoot Windows, Mac, and Linux devices from a single console.

Remote Assist

JumpCloud Remote Assist is a cloud-based remote support solution from JumpCloud for IT teams. As an IT Admin with Manager role permissions or higher, you can remotely view and control the end user’s device for troubleshooting, maintenance or training purposes, as well as grant Remote Assist access to Help Desk Admins. 

Remote Assist is automatically installed, deployed, and updated alongside the JumpCloud agent. To use this new feature, end users just need to install the JumpCloud agent and open the Remote Assist application. After you install the JumpCloud agent, the Remote Assist software is normally installed within 20 minutes. Longer install times due to resource conflicts can take up to 60 minutes.

Admins can launch a remote session from the JumpCloud Admin Portal, and there are 3 different Remote Assist connection types to choose from: 

• Silent Assist (Unattended Access): Admins enable Silent Assist on the end-user’s organization, and can initiate a remote session and provide support without the end-user being present. 
• Live Assist (Consent Prompt): The Remote Assist app is automatically launched and the end-user is prompted to grant permission to allow remote access to their device without the use of a one-time access code. 
• Live Assist (One-time Access Code): The end-user must manually launch the Remote Assist app on their deice and enter a one-time access code to initiate a remote session with the Admin.

Features

• Copy and Paste Clipboard Synchronization: Copy and paste a maximum of 8MB of text, rich text, and image data from the local Admin’s device to the remote end user desktop, and vice versa. 
• Multi-OS Support: Provide remote assistance to Windows, Mac, and Linux user devices direct from a browser like Chrome, Edge, Safari, and Firefox.
• Multi-Monitor Support: List all monitors connected to the end user, with the option for the Admin to view one remote monitor at a time and switch between screens using the remote control toolbar in the same session. Remote Assist can currently support up to 6 monitors.
• Role-Based Access Control: Determine which Admins can access end user devices via the JumpCloud account role-based access controls.
• Browser-based Admin Interface: Use the web browser directly, without relying on other systems or tools, to efficiently assist end users working from anywhere and at any time.
• Secure Peer-to-Peer Connection: Fully secured, private sessions are protected by unique session keys, end-to-end encryption, and direct peer-to-peer communications.
• JumpCloud Agent Deployment: Remote Assist is automatically deployed, installed, and upgraded alongside the JumpCloud agent, ensuring the Remote Assist app is always up-to-date and running the latest version on JumpCloud managed fleets, and to streamline assisting end users when they need help. 
• Event Logging: Events related to your remote session are stored in the Directory Insights for your review. Events include device details, organization, connection type, rating, feedback, and more.
• User-Switching (Windows): Admins can seamlessly switch between different user accounts during remote assist sessions on Windows devices.
• ctrl+alt+del shortcut: Admins can send the ctrl+alt+del command from the Session Options toolbar to facilitate key system interactions such as securely logging in, locking the system, and accessing advanced administrative tasks for efficient troubleshooting.

Limitations

• The Remote Assist Agent 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.

Background Tools

IT Admins can remotely connect to and troubleshoot an end-user’s device using Background Tools, a remote session type that enables remote file management and command-line interfacing on an end-user’s device – all without notifying or interrupting the end-user. 

Features

Background Tools enables Admins to use the following tools during a session with an end-user:

• Command Line Interface Shell: Admins can access and run remote commands for end-user’s Windows and Mac devices using a browser-based command line interface (CLI) in the Admin Portal. 
• Remote File Manager (RFM): Admins can upload and download files between Admin and end-user devices. This feature is available for both Background Tools and standard Remote Access session types.