{"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
When the admin attempts to start a Remote Assist session, the connection fails due to a communication issue with the end user device.<\/p>\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 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 Note:<\/strong> <\/p>\n\n\n\n To run commands, follow these steps:<\/p>\n\n\n\n Symptom When the admin attempts to start a Remote Assist session, the connection fails due to a communication issue with […]<\/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":"\n\n
a1hrq03pdcca60-ats.iot.us-east-1.amazonaws.com:443<\/code><\/em>.<\/li>\n\n\n\n
Resolution<\/h3>\n\n\n\n
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a1hrq03pdcca60-ats.iot.us-east-1.amazonaws.com:443<\/code> <\/em>is allowed by your firewalls. See Understanding the Remote Assist Agent<\/a> to learn more.<\/li>\n<\/ul>\n\n\n\n
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