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Troubleshoot: Remote Assist Installation

To troubleshoot your Remote Assist installation:

  1. Check the install directory on your OS to confirm JumpCloud Remote Assist is installed on your device.
    1. On macOS devices, check the /Applications folder
    2. On Windows devices, check C:\Program Files\JumpCloud Remote Assist\
    3. On Linux devices, check /opt/jc_user_ro/jumpcloud-remote-assist/jumpcloud-remote-assist/

Note:

On a Windows device, installing the JumpCloud Windows app has priority over installing the Remote Assist agent. If the JumpCloud Windows app is not installed, then it will initiate continuous install attempts which can interrupt and block the Remote Assist agent from installing successfully.

  1. Check to make sure that the Remote Assist toggle is set to On in your JumpCloud Admin Portal Settings.
    1. Log in to the JumpCloud Admin Portal: https://console.jumpcloud.com.
    2. Ensure you have Manager permissions or higher.
    3. Go to Settings > Features > Remote Assist.
    4. Click to toggle the Remote Assist Service to On.
    5. Click Save.
  2. Check to make sure the target device status is active in the console.
    1. Log in to the JumpCloud Admin Portal: https://console.jumpcloud.com.
    2. Go to DEVICE MANAGEMENT > Devices.

Note:

A device must be in an active status to install the Remote Assist agent. If the device status is not active, then it can’t communicate with the Remote Assist agent.

  1. If you recently installed the JumpCloud agent, wait for 20-60 minutes for the JumpCloud agent to automatically install the Remote Assist agent. 
  2.  If Remote Assist installation fails, please contact [email protected].
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