{"id":120512,"date":"2025-02-06T04:40:25","date_gmt":"2025-02-06T09:40:25","guid":{"rendered":"https:\/\/jumpcloud.com\/?post_type=support&p=120512"},"modified":"2025-02-14T06:21:04","modified_gmt":"2025-02-14T11:21:04","slug":"troubleshoot-remote-assist-device-communication-issue","status":"publish","type":"support","link":"https:\/\/jumpcloud.com\/support\/troubleshoot-remote-assist-device-communication-issue","title":{"rendered":"Troubleshoot: Remote Assist Device Communication Issue"},"content":{"rendered":"\n

Symptom<\/h3>\n\n\n\n

When the admin attempts to start a Remote Assist session, the connection fails due to a communication issue with the end user device.

\"The<\/p>\n\n\n\n

Causes<\/h3>\n\n\n\n

Remote Assist relies on the AWS IoT service that uses MQTT (Message Queuing Telemetry Transport) for sending real-time updates to end user devices. See Amazon\u2019s official documentation for How AWS IoT works<\/a> to learn more.<\/p>\n\n\n\n

When initiating a Remote Assist session, the remote-assist service generates a connection start message. If the connection between the AWS IoT service and the end-user device is lost, or if the AWS IoT service experiences downtime, the message will fail to reach the device, which prevents the Remote Assist session from starting.<\/p>\n\n\n\n

Here are some reasons why the connection to AWS IoT service might fail:<\/p>\n\n\n\n