Jamf Remote Assist

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.

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.

check the management tab for the device for following.

Is remote desktop enabled ? if not push the button to enable it.

After ± 3 minutes  send a blank push. 

After that  click the reregister app.

After a few minutes it should work 

JAMF Remote Assist was never reliable from the day its available  ,Try running this script

sh "/Library/Application Support/JAMF/Remote Assist/Uninstall" 
/usr/sbin/installer -pkg "/Library/Application Support/JAMF/Jamf.app/Contents/MacOS/JamfDaemon.app/Contents/Resources/JamfRemoteAssist.pkg" -target /

sh "/Library/Application Support/JAMF/Remote Assist/Uninstall" 
/usr/sbin/installer -pkg "/Library/Application Support/JAMF/Jamf.app/Contents/MacOS/JamfDaemon.app/Contents/Resources/JamfRemoteAssist.pkg" -target /

Thank you for the response and the script!

Hello,

Thank you very much for the feedback.  Jamf is aware of the reported connectivity issues and they are tracked as part of PI-119310. 

We are working on a refactor for a service utilized by Jamf Remote Assist in order to make the feature more performant, enhance monitoring, and identify root cause for connection failures. The work is targeted to wrap up this quarter and will be part of the beta program for admin feedback.

Understanding the reason for connectivity challenges will help drive the roadmap for additional enhancements.  

We apologize for the challenges experienced while using the feature and appreciate your continued patience as we work to improve the overall experience.  Please keep a watch on the beta forum for more information and we look forward to your feedback.

Thank you very much for such an informative response.

I truly appreciate it. I’ll be looking forward to the resolution of the situation with PI-119310.

Thats funny. I was told by TS that it RemoteAssist failing was a known issue that was being worked. I just got a splashtop subscription and pushed out streamer via jamf. havent looked back since.

Splashtop sounds powerful — and honestly, very cool. I’m in a similar situation, but our company has a TeamViewer subscription, so I’ll be using that as our main tool for remote access moving forward.
Hopefully Jamf will be able to fully resolve the issue one day, but for now, having a reliable alternative is essential.

We have just tried it and we were successful on 3 out of 4 Mac’s. It seems to only work once per device.