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Hello Jamf Community,


I'm currently experiencing an issue with Jamf Remote Assist — I haven't been able to successfully connect to any Mac devices for the past two weeks. Each attempt either times out or fails with no clear error message.


I've tried the following so far:




  • Confirmed that Remote Assist is enabled in Settings.




  • Restarted Jamf Daemon and the local Jamf app on the affected Mac.




  • Verified network/firewall configurations (no changes recently).




  • Tested on both Intel and Apple Silicon Macs with the same result.




Has anyone else encountered similar issues recently?
Is there any known workaround or reliable fix that could help restore functionality?


Any suggestions or guidance would be much appreciated.


Thanks in advance!

Past two weeks? So you're saying Jamf Remote did work reliably for you before that? 😏

Past two weeks? So you're saying Jamf Remote did work reliably for you before that? 😏


You're right — I wouldn't say it was working reliably before, but at least I could connect occasionally and get the job done.
Now it's a complete block — I can't connect to any Mac at all, regardless of version or hardware.

Any changes in your network or firewall configuration recently?

​@vshulhin same. We gave up on it a while back.  It “worked” initially after release after trying to connect to a box for 3-5 times.  Now it doesn’t even try to work.

​@user-BqBTAgwquG No, there haven't been any changes to our network or firewall configuration.
However, I did notice that there were two separate policies related to Remote Assist configured in Jamf Pro.
It seems like they may have conflicted with each other or interfered in some way.
Interestingly, Remote Assist worked just fine on all freshly enrolled devices that I set up from scratch.

​@vshulhin same. We gave up on it a while back.  It “worked” initially after release after trying to connect to a box for 3-5 times.  Now it doesn’t even try to work.

I understand your situation.

 

few days ago our company got licenses for TeamViewer Tensor.
We’re planning to use it as a fallback for remote support — and maybe even switch to it as our primary tool if Remote Assist continues to be unreliable.
Hopefully Jamf will improve things soon, but we need a stable solution in the meantime.

I’ve found I can now only get it to work when I have a user enable this toggle, which isn’t great depending on the problem they are having in the first place! But it usually works after they enabled this in our environment. There doesn’t seem to be a way to create a policy to enable this out of the gate for them via PPC or something like that, that I’m aware of.

 

 

I’ll give that a test …

 

I’ve found I can now only get it to work when I have a user enable this toggle, which isn’t great depending on the problem they are having in the first place! But it usually works after they enabled this in our environment. There doesn’t seem to be a way to create a policy to enable this out of the gate for them via PPC or something like that, that I’m aware of.

 

 

As I understand it, this toggle needs to stay enabled permanently for Remote Assist to work properly, right?

Yes, this toggle needs to stay enabled in my experience.

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