{"id":121131,"date":"2025-02-14T06:50:21","date_gmt":"2025-02-14T11:50:21","guid":{"rendered":"https:\/\/jumpcloud.com\/?post_type=support&#038;p=121131"},"modified":"2025-02-14T06:51:27","modified_gmt":"2025-02-14T11:51:27","slug":"troubleshoot-remote-assist-session-connection-issue","status":"publish","type":"support","link":"https:\/\/jumpcloud.com\/support\/troubleshoot-remote-assist-session-connection-issue","title":{"rendered":"Troubleshoot: Remote Assist Session Connection Issue"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\" id=\"h-symptom\"><strong>Symptom<\/strong><\/h3>\n\n\n\n<p>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.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-cause\"><strong>Cause<\/strong><\/h3>\n\n\n\n<p>The JumpCloud agent&#8217;s check-in mechanism determines device online status which may take up to 14 minutes to display consistently across all console views.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-resolution\"><strong>Resolution<\/strong><\/h3>\n\n\n\n<p>Contact the device owner and ensure they connect the device to the network to restore online status.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Symptom Admin tries to initiate a Remote Assist session for a device shown as active in the admin console. However, [&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 Session Connection Issue - JumpCloud<\/title>\n<meta name=\"description\" content=\"Learn more about troubleshooting JumpCloud Remote Assist session connection issues when the end user device is offline.\" \/>\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-session-connection-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 Session Connection Issue\" \/>\n<meta property=\"og:description\" content=\"Learn more about troubleshooting JumpCloud Remote Assist session connection issues when the end user device is offline.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/jumpcloud.com\/support\/troubleshoot-remote-assist-session-connection-issue\" \/>\n<meta property=\"og:site_name\" content=\"JumpCloud\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-14T11:51:27+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/jumpcloud.com\/wp-content\/uploads\/2024\/07\/202405-MISC-JumpCloudHelpCenter-SiteDisplay-min-2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"890\" \/>\n\t<meta property=\"og:image:height\" content=\"525\" \/>\n\t<meta property=\"og:image:type\" content=\"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=\"1 minute\" \/>\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-session-connection-issue\",\"url\":\"https:\/\/jumpcloud.com\/support\/troubleshoot-remote-assist-session-connection-issue\",\"name\":\"Troubleshoot: Remote Assist Session Connection Issue - 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