{"id":120512,"date":"2025-02-06T04:40:25","date_gmt":"2025-02-06T09:40:25","guid":{"rendered":"https:\/\/jumpcloud.com\/?post_type=support&#038;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<h3 class=\"wp-block-heading\">Symptom<\/h3>\n\n\n\n<p>When the admin attempts to start a Remote Assist session, the connection fails due to a communication issue with the end user device.<br><br><img decoding=\"async\" width=\"451\" height=\"512\" class=\"wp-image-120674\" style=\"width: 400px\" src=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2025\/02\/MQTT-image.png\" alt=\"The image displays the Device communication error message\" srcset=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2025\/02\/MQTT-image.png 451w, https:\/\/jumpcloud.com\/wp-content\/uploads\/2025\/02\/MQTT-image-264x300.png 264w\" sizes=\"(max-width: 451px) 100vw, 451px\" \/><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Causes<\/h3>\n\n\n\n<p>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 <a href=\"https:\/\/docs.aws.amazon.com\/iot\/latest\/developerguide\/aws-iot-how-it-works.html\" target=\"_blank\" rel=\"noreferrer noopener\">How AWS IoT works<\/a> to learn more.<\/p>\n\n\n\n<p>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<p>Here are some reasons why the connection to AWS IoT service might fail:<\/p>\n\n\n\n<ul>\n<li><strong>AWS IoT service<\/strong> <strong>URL not whitelisted: <\/strong>A firewall might be blocking the connection initiation requests to the AWS IoT service domain <em><code>a1hrq03pdcca60-ats.iot.us-east-1.amazonaws.com:443<\/code><\/em>.<\/li>\n\n\n\n<li><strong>Timeout: <\/strong>The AWS IoT service may not have responded to the system in time, causing the system\u2019s timeout to exceed.<\/li>\n\n\n\n<li><strong>Certificates: <\/strong>There could be an issue with the certificates used for communication with the AWS IoT service. Incorrect system date time may cause Certificate validation errors.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Resolution<\/h3>\n\n\n\n<p>To ensure that the AWS IoT service connection is working correctly for the Remote Assist session to be initiated, you can run a series of JumpCloud commands.<\/p>\n\n\n\n<p><strong>Note:<\/strong>&nbsp;<\/p>\n\n\n\n<ul>\n<li>Ensure the targeted device is online to successfully run the commands.<\/li>\n\n\n\n<li>Ensure communication to <em><code>a1hrq03pdcca60-ats.iot.us-east-1.amazonaws.com:443<\/code> <\/em>is allowed by your firewalls. See <a href=\"https:\/\/jumpcloud.com\/support\/understand-remote-assist-agent#firewall-exclusions\" target=\"_blank\" rel=\"noreferrer noopener\">Understanding the Remote Assist Agent<\/a> to learn more.<\/li>\n<\/ul>\n\n\n\n<p>To run commands, follow these steps:<\/p>\n\n\n\n<ol>\n<li>Log in to the <a href=\"https:\/\/console.jumpcloud.com\" target=\"_blank\" rel=\"noreferrer noopener\">JumpCloud Admin Portal<\/a>.<\/li>\n\n\n\n<li>Go to <strong>DEVICE MANAGEMENT<\/strong> &gt;<strong> Commands<\/strong>.<\/li>\n\n\n\n<li>Click th<strong>e +<\/strong> icon, then click <strong>Command<\/strong> <strong>From Template. <\/strong>See <a href=\"https:\/\/jumpcloud.com\/support\/get-started-commands#creating-a-command-from-a-template\" target=\"_blank\" rel=\"noreferrer noopener\">Creating a Command from a template<\/a><strong> <\/strong>to learn more<strong>.<\/strong><\/li>\n\n\n\n<li>Click <strong>Windows<\/strong>, <strong>Mac OS, <\/strong>or <strong>Linux<\/strong> to select the device type.<\/li>\n\n\n\n<li>In the<strong> Search<\/strong> bar, type<strong> MQTT Troubleshooting Script <\/strong>to find the template<strong>.<\/strong><\/li>\n\n\n\n<li>Click <strong>configure<\/strong> to view the template details<strong>.\u00a0<\/strong><\/li>\n\n\n\n<li>Click the<strong> Devices<\/strong> tab, and select the devices on which to run the command.<\/li>\n\n\n\n<li>Click <strong>save<\/strong>. The <strong>Commands<\/strong> page displays the newly created command.<\/li>\n\n\n\n<li>On the newly created command, click <strong>Run Now<\/strong> to run the script on your selected devices. This may take a few seconds to complete.<\/li>\n\n\n\n<li>After the command is finished running, click the <strong>Results<\/strong> tab and then click view to review the command result details.<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>Symptom When the admin attempts to start a Remote Assist session, the connection fails due to a communication issue with [&hellip;]<\/p>\n","protected":false},"author":223,"featured_media":0,"template":"","meta":{"_acf_changed":false,"_oasis_is_in_workflow":0,"_oasis_original":0,"_oasis_task_priority":"","inline_featured_image":false,"footnotes":""},"support_category":[2852,2930],"support_tag":[],"coauthors":[3144],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.9 (Yoast SEO v22.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Troubleshoot: Remote Assist Device Communication Issue - JumpCloud<\/title>\n<meta name=\"description\" content=\"Learn more about how to troubleshoot Remote Assist Device Communication Issue in the JumpCloud admin portal.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jumpcloud.com\/support\/troubleshoot-remote-assist-device-communication-issue\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Troubleshoot: Remote Assist Device Communication Issue\" \/>\n<meta property=\"og:description\" content=\"Learn more about how to troubleshoot Remote Assist Device Communication Issue in the JumpCloud admin portal.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/jumpcloud.com\/support\/troubleshoot-remote-assist-device-communication-issue\" \/>\n<meta property=\"og:site_name\" content=\"JumpCloud\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-14T11:21:04+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2025\/02\/MQTT-image.png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n\t<meta name=\"twitter:label2\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data2\" content=\"sweta.soumya@jumpcloud.com\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/jumpcloud.com\/support\/troubleshoot-remote-assist-device-communication-issue\",\"url\":\"https:\/\/jumpcloud.com\/support\/troubleshoot-remote-assist-device-communication-issue\",\"name\":\"Troubleshoot: Remote Assist Device Communication Issue - 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