Troubleshoot: Remote Assist Session Connection Issue

Symptom

Admin tries to initiate a Remote Assist session for a device shown as active in the admin console. However, session establishment fails with an error mentioning the device is offline.

Cause

The JumpCloud agent's check-in mechanism determines device online status which may take up to 14 minutes to display consistently across all console views.

The agent checks in with the JumpCloud platform every 5 minutes. If two consecutive check-ins are missed, the device is considered offline and Remote Assist sessions cannot be initiated. While the device might still appear active in some parts of the system, the platform will ultimately mark it as offline after 10 minutes (two missed check-ins), although the status propagation across the system could take up to 14 minutes.

Resolution

Contact the device owner and ensure they connect the device to the network to restore online status.