Omnissa Workspace ONE Assist Release Notes

Workspace ONE® Assist allows Workspace ONE® UEM administrators to remotely access and troubleshoot devices in real time while respecting end-user privacy.

Workspace ONE Assist Release Notes describe the new features and enhancements in each release. This page contains a summary of the new capabilities, issues that have been resolved, and known issues that have been reported in each release over the last 18 months.

Workspace ONE Assist 26.04 - June 2026 (SaaS Only)

New Features

• Enhanced Assist Agent: Displaying Admin/Helpdesk info (All platforms)

  In this release, we are introducing an improvement to the Assist Agent that replaces the generic “Administrator” label with the actual name of the admin or helpdesk personnel assisting the user. If the name isn’t available, the email ID will be displayed. This ensures clearer, more personalized support interactions.

• Introducing Assist Experience Controller – (macOS and Android) Full Control for Screen Share Sessions

  In this release, we are excited to introduce Assist Experience Controller, a feature for console users to optimize remote sessions in real time.

  • Speed, Balanced and Custom modes: Choose the mode that fits your session. Speed for performance, Balanced for default optimization, or Custom for full control.
  • Resolution Picker: (macOS Only) Adjust the remote device’s screen resolution to balance clarity and performance for the duration of the Assist session.
  • Image Scaling: Improve performance during low bandwidth connections by scaling images for a faster, more responsive remoting experience.

• Introducing Grayscale Mode – Optimized Screen share sessions in Low Bandwidth use cases (macOS and Android)

  In this release, we are excited to introduce Grayscale Mode, giving console users more ways to optimize remote sessions when network conditions are limited. Easily switch between color and grayscale anytime during a session.

• Screen Share Capabilities for Linux (Limited Availability)

  In this release, we are introducing screen sharing capabilities for Linux in the Assist Agent. Admins and helpdesk personnel can now view and control Linux devices in real time during an Assist session, enabling more effective troubleshooting and support.

Resolved Issues

• AET-23372: Android - Screen Capture issue on reboot during session.
• AET-23153: Android - Multi-monitor issue in Zebra for Android 14.
• AET-23049: Android - Proxy configuration for cellular network.
• AET-22156: Android - Screen share issue in Spectralink (Android 10 OS).
• AET-23045: Android - Device capture not loading until the session is reconnected or waiting for 10+ seconds.
• AET-23005: macOS - Permissions reset with v25.11.
• AET-24068: macOS - WS1 Remote Assist performance issues for macOS devices.
• AET-22697: macOS - Image is scrambled on macOS with 25.11 when the session is started on Safari.
• AET-22992: Windows - Resolution does not revert to the default value after ending the session.
• AET-23393: Windows - Admin is unable to open the taskbar and hidden controls during the session.
• AET-22985: Windows - Assist Configuration failures for certain InvariantCulture languages.

Known Issues

• AET - 24090: Windows - Ending the session after a resolution change, and device recovery does not restore the resolution to its original value.
• AET - 23843: Windows - After resolution changes in a session, connecting or disconnecting a monitor setup results in a decoder error and a gray screen during capture.

Workspace ONE Assist 25.11 - November 2025

New Features

• Introducing Maintenance mode (Windows only)

  In this release, we are excited to introduce Maintenance mode for Unattended Screen Share Sessions, a feature that lets console users display a full-screen
  maintenance splash screen and block end-user input while performing remote work on Kiosks, POS systems, and other customer-facing devices. With customizable
  messaging and on-demand controls, maintenance mode helps protect troubleshooting activity, prevents unintended user interface, and ensures a cleaner, more secure experience.

  • Enabling Maintenance Mode immediately displays the splash screen and blocks all end-user input.
  • Console users also have the option to turn off the splash screen while keeping input blocked whenever needed.

• Introducing Advanced Keyboard Support (Windows and macOS only)

  In this release, we are excited to introduce advanced keyboard capabilities that ensures console users typed input is accurately reflected on the end user’s device, regardless of language or keyboard layout differences. Users also have the option to select the language or layout to align with the remote device, providing a more seamless and reliable option during screen-share sessions.

• Improved Assist Session Connectivity (Windows only)

  In this release, we are excited to announce enhancements to the Assist experience that make it easier for users to connect reliably.

  • Connection Instructions: Console users can now view clear, step-by-step connection instructions directly in the console.
  • Shareable Deep Link: To simplify launching the agent, we have introduced a deep link that can be shared with end users. This ensures a reliable connection, especially in cases where sessions take longer to start or encounter connectivity issues.
    These improvements are designed to reduce connection delays and streamline the user experience, making the Assist experience faster and more reliable.

• Support for Boot mode

  In this release, we are excited to announce that the Assist agent is now Direct Boot aware, enabling admins and support personnel to initiate remote Assist sessions on devices immediately after a reboot, even while the device remains locked. Previously, devices in this state could not be accessed remotely until the screen was unlocked.

Resolved Issues

• AET-21826: Assist File Share downloads blocked on FireFox.

Known Issues

• AET-22165: Maintenance Mode restricts access correctly, but the UI toggle does not show as enabled.
• AET-22206: While launching a session for Linux devices, connection instructions are displayed in the console, even though not supported.
• AET-21872: VP8 Streaming fails after ~30 minutes in long-running sessions (Windows & macOS).
• AET-22180: Device Keyboard option still uses Admin AZERTY layout instead of device QWERTY when selecting the Device Keyboard option.

Workspace ONE Assist 25.06 - July 2025

New Features

• Introducing Assist Experience Controller – Full Control for Screen Share Sessions

  In this release, we are excited to introduce Assist Experience Controller, a feature for console users to optimize remote sessions in real time.

  • Speed, Balanced & Custom modes: Choose the mode that fits your session. Speed for performance, Balanced for default optimization, or Custom for full control.
  • Resolution Picker: Adjust the remote device’s screen resolution to balance clarity and performance for the duration of the Assist session.
  • Advanced Settings: Disable animations, hide window contents while dragging, or blank the remote wallpaper for a better session experience.
  • Image Scaling: Improve performance during low-bandwidth connections by scaling images for a faster, more responsive remoting experience.

• Introducing Grayscale Mode – Optimized Screen share sessions in Low Bandwidth Use cases

  In this release, we are excited to introduce Grayscale Mode, giving console users more ways to optimize remote sessions when network conditions are limited. Easily switch between color and grayscale anytime during a session.

• Expanded Unattended Access Support with Assist Configurations for Windows

  Customers can now configure unattended mode to fit their needs through Assist configurations. When Unattended Mode is enabled, you can choose between Guest or Admin modes for your devices.

  • Unattended Mode: Acts as the parent setting—enable or disable unattended access for groups of devices. Once enabled, select either Guest or Admin mode.
  • Guest Mode: Allows console users to join existing user sessions by entering an OTP. Ideal for kiosks, signage, and POS devices.
  • Admin Mode: Notifies the device user when a connection is attempted. If no response is received, the screen is locked, and the session connects automatically. Ideal for shared devices.

• Support for App Config – Android

  In this release, we are excited to introduce a new App Config option in Assist that allows organizations to enforce permissions like Accessibility and Draw Over Apps. If enabled, sessions will automatically terminate if the required permissions aren’t granted. Admins will receive real-time notifications in the console. If not configured, Assist will continue to work as usual.

• Support for Remote Shell - Android

  In this release, we are excited to introduce Remote Shell support. It offers capabilities like our previous command land support, but with improved reliability and faster performance. No changes to the admin experience.

• Reduced latency and improved real-time streaming experience for macOS devices

  Workspace ONE Assist now supports improved streaming and controls for macOS devices during a screen share session by leveraging hardware acceleration and efficient adaptation algorithms.

  Improved remoting experience includes:

  • Hardware accelerated video codec
  • Dynamic video codec negotiation
  • Adaptive bitrate based on measured network parameters

Resolved Issues

• AET-19234: Windows – Extended monitor capture uses the primary screen’s scaling, resulting in a small capture.
• AET-19766: Assist unexpectedly disconnects on Samsung Tablets (SM-T510) running Android 11.
• AET-20021: Assist capture shows a black screen on the console for devices running Samsung Android 15.
• AET-20023: Assist capture fails in landscape mode on Honeywell CK67 devices running Android 14.
• AET-21222: Assist sessions on Zebra MC94 devices cannot start unless the ownership type is updated.

Known Issues

• AET-21331: Localization - Experience controller headers are not localized.
• AET-21322: Multi Monitor - Intermittently, connecting a monitor during an active session does not display the option in the console.

Workspace ONE Assist 25.02 - March 2025

New Features

• Installer Enhancement

  The on-premises installer now automatically uninstalls the legacy VMware-branded Workspace ONE Assist installer during an upgrade or reinstallation.

• Cleanup Utility for Residual Files

  A PowerShell script is available to remove residual log files and folders left by the previous VMware installer. You can access the script from the Knowledge Base article at https://kb.omnissa.com/s/article/6000954.

• SSL Certificate Management

  Administrators can now seamlessly replace expired or updated SSL certificates without requiring manual configuration.

• Active/Passive Deployment Support

  Added support for Active/Passive deployment models to enhance system availability and resilience.

• Admin Web Portal Deprecation

  The legacy Admin Web Portal has been deprecated. All on-premises Assist server management is now centralized in the Assist Server Management tool.

• Updated Enrollment Certificate

  Includes the latest enrollment certificate.

• Assist Configurations – Granular Controls Over Tools and Features at the Device Level

  In this release, we are excited to introduce Assist configuration, a feature within the Unified Endpoint Management console. This feature gives administrators the ability to enable or disable specific tools and features, offering granular controls. With granular control at the Organization Group and Smart Group levels, you can now tailor privacy settings, tools, and features to meet your organization's needs.

• Introducing Experience Indicator and Notifications

  In this release, we are excited to introduce a new Experience Indicator, which provides real-time feedback based on measured Round Trip Time (RTT). The indicator features three states: Green, Orange, and Red, each accompanied by a notification explaining the reason behind the current experience. This update helps users quickly understand the quality of their connection and take action if needed, enhancing the overall user experience during Assist sessions.

Resolved Issues

• AET-19010: Existing data from the VMware-branded Assist CC installation is not removed when installing the Omnissa-branded Assist CC package.
• AET-19391: Windows - Inverted capture in screen share session.
• AET-19240: macOS - Screen share session streams gray screen post agent update.
• AET-19406: Enabling the admin web portal fails.
• AET-18985: Android - Chat Localization issues - Doesn’t display messages properly.
• AET-16171: Windows - Agent crashes on Windows N Build.

Known Issues

• AET-21055: After uninstalling, reinstalling the same version does not trigger the installation UI.

Workspace ONE Assist 24.08.02 - December 2024

New Features

This release includes branding updates for Omnissa, with no new features added.

Resolved Issues

We are always working to improve Workspace ONE Assist with every release. There are no major bug fixes to report.

Known Issues

We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to contact our support team.

Workspace ONE Assist 24.08 - October 2024

New Features

• Live Preview of All Connected Screens (macOS and Windows)

  Workspace ONE Assist now supports live previews of all connected screens for both macOS and Windows devices.

  • Seamless control: When enabled, easily manage and switch between multiple connected screens during remote Assist sessions.

  • Smooth Transitions: Experience a fluid workflow with quick and intuitive navigation across monitors.

  • Enhanced Visibility: Gain full visibility of all active screens at once, ensuring better remote support and management.

    This update enhances productivity by simplifying the management of multiple displays in real-time, making remote assistance more efficient and effective.

• Improving Admin Experience with Real-Time Alerts and Feedback

  In this release, we have enhanced the alerting framework to provide real-time alerts and feedback for common issues faced by console users. This feature allows for quick issue identification and resolution.

  New alerts include:

  • Android

    • No video stream because the device screen may be turned off. Click on the screen to turn it on.
    • The Samsung Knox license is invalid.
    • Permission for Knox has not been granted.
    • Assist Stub service is not installed.
    • Incorrect stub service is installed.

  • Windows

    • Video stream failure due to Windows DXGI capture error.

  • Android, Windows, and macOS

    • Network Bandwidth is sub-optimal. This may result in degraded video stream performance.

• Support for Android 15

  Announcing support for Android devices running OS 15.

• Support for iOS 18 & iPad OS 18

  Announcing support for iOS and iPad devices running OS 18.

• Support for macOS 15

  Announcing support for macOS devices running OS 15.

Resolved Issues

• AET-15400: Windows - Assist Windows Agent generates random PowerShell files
• AET-15367: Windows - Extended displays are identified incorrectly.
• AET-15798: Android - Device doesn’t wake up on session start.
• AET-18158: Windows - Connection defaults to Attended mode for Assist Windows Agent upon device reboot, service restart, or RDP sign-out.
• AET-17539: Android - Troubleshooting logs - unable to access the log path.
• AET-12235: Windows - Assist Agent shows an error alert message related to Notification service during installation.
• AET-16011: Windows - Modified Assist Agent installer to provision for all users (device-wide) during installation.
• AET-13519: Windows – Gray/Empty screen capture.

Known Issues

• AET-15758: Assist Windows application shows two shortcuts in the Startup menu.

Workspace ONE Assist 24.03.02 - August 2024

New Features

In this patch release, we have made an update addressing CVE-2024-38526 with no new features.

Resolved Issues

• AET-16747: Remove polyfill references in the WBC console.

Known Issues

We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to contact our support team.

Workspace ONE Assist 24.07 - August 2024

New Features

In this release, we are thrilled to introduce the deployment of Resource Service, our first microservice as a key milestone in our ongoing technology modernization journey. This initial microservice is designed to enhance the deployment process for the Device Profile.

The device profile is a virtual representation of your device, replicating its appearance and functionality. This allows for seamless use during Workspace ONE Assist remote sessions, offering a user experience that closely mirrors interaction with the physical device.

Deployment Details:

The Resource Service will initially be deployed in a single region (Canada) to ensure a controlled and smooth rollout. We have implemented continuous monitoring to track performance and ensure reliability.

Maintenance Details:

We anticipate no impact on usage performance, and customers should continue to experience the same high level of service. No downtime is expected during this migration.

Resolved Issues

We are always working to improve Workspace ONE Assist with every release. This release reports no major bug fixes.

Workspace ONE® Assist allows Workspace ONE® UEM administrators to remotely access and troubleshoot devices in real-time while respecting end-user privacy.

Workspace ONE Assist Release Notes describes the new features and enhancements in each release. This page contains a summary of the new capabilities, issues that have been resolved, and known issues that have been reported in each release over the last 18 months.

Workspace ONE Assist 24.03.01 - April 2024

New Features

In this patch release, we have addressed an issue where Registration Check fails when launching an Assist session from the Workspace ONE UEM console.

We encourage all customers to upgrade to the 24.03.01 version of the Workspace One Assist Installer to take advantage of the improvements to device reachability.

If you are upgrading from an older version of Workspace One Assist Installer, be sure to visit the release notes page for an overview of additional features and improvements included in version 24.03.

For those who have already downloaded and installed the version 24.03 GA package, there is no need to roll back. Instead, we recommend upgrading with the new package.

Resolved Issues

• AET-15903: Console – Registration check fails when launching an Assist session from the UEM console.

Known Issues

We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Workspace ONE Assist 24.03 - April 2024

New Features

• Expanded support for additional Assist privileges in UEM roles

  With this release, we have expanded Assist privileges within the UEM roles framework to offer the following features.

  • Shortcuts
  • Clipboard
  • Snapshot
  • Screen recording
  • Chat

• Enhanced support for shortcuts within the default Android profile

  Workspace ONE Assist utilizes a default Android device profile for devices not certified by the certification team. With this release, we have enhanced support for shortcuts within the default Android profile. This enables admins and help desk users to conveniently access commonly used apps and settings through shortcuts.

• Reduced latency and improved real-time streaming experience for Android devices

  Workspace ONE Assist now supports improved streaming and controls for Android devices during a screen share session by leveraging hardware acceleration and efficient adaptation algorithms.

  Improved remoting experience includes:

  • Hardware accelerated video codec.
  • Dynamic video codec negotiation.
  • Adaptive bitrate based on measured network parameters.

• Troubleshooting module for Android

  Workspace ONE Assist now generates and stores log files and health indicators, which aid in troubleshooting any product related issues.

  Files are stored at the following path:

  • Resource portal package – data\data\com.airwatch.rm.agent\files\assist-logs
  • Play store package - data\data\com.airwatch.rm.agent.cloud\files\assist-logs

  Note: The paths mentioned above are not accessible. To collect the logs, users should open the Assist app, select the troubleshoot option, and click on 'Collect Logs'.

  When user click on 'Collect Logs', files will be compressed into a zip folder and copied to the following path.

  • Resource portal package – sdcard\Android\data\com.airwatch.rm.agent\files\assist-logs.zip
  • Play store package - sdcard\Android\data\com.airwatch.rm.agent.cloud\files\ assist-logs.zip

  The following adb command can be utilized to collect logs from the device to local machine

  `adb pull /sdcard/Android/data/com.airwatch.rm.agent/files/assist-logs.zip`
  

• Troubleshooting module for Windows

  Workspace ONE Assist now generates and stores health indicators, which aid in troubleshooting any product related issues.

  Files are stored at the following path, C:\ProgramData\Assist\Logs\

Resolved Issues

• AET-15241: Console - Physical keyboard inputs (ALT+TAB) have inconsistent behavior.
• AET-15237: Windows - Screen share session has blurry streaming.
• AET-15238: Console - 'User session expired' error is seen during an Active Assist session.
• AET-15288: Windows - Streaming orientation is incorrect when streaming a portrait screen.
• AET-15313: Console - Assist Toolbar hides the current terminal line from view.
• AET-15395: Console - Clipboard copy from end user device to admin device fails.
• AET-14534: Console - Incorrect translation for resolution in Assist console.
• AET-15575: Windows - While using Virtual Keyboard, some inputs are dropped during a long screen share sessions.
• AET-15724: Android - Certain Android devices have inverted streaming during active Assist screen share session.
• AET-15734: The Assist Application, which has been whitelisted in the Kiosk Profile within UEM, is not visible on the Kiosk User Desktop.
• AET-15779: Android - Samsung Galaxy Tab A7 (SM-T500) devices show black screen during unattended Assist Screen share session.

Known Issues

• AET-15758: Windows - Assist Windows application shows two shortcuts in the Startup menu.
• AET-15791: When the guest user has control, the host does not have access to the screen recording and screenshot features.

Workspace ONE Assist 23.10 - November 2023

New Features

• Reduced latency and improved real-time streaming experience for Windows devices

  Workspace ONE Assist now supports improved streaming and controls for Windows devices during a screen share session by leveraging hardware acceleration and efficient adaptation algorithms.

  Improved remoting experience includes:

  • Hardware accelerated video codec.

  • Dynamic video codec negotiation.

  • Adaptive bitrate based on measured network parameters.

• Improved resiliency of enrollment flows for Assist Android agent

  Workspace ONE Assist now supports detailed enrollment health check and retry mechanism in Android devices. With this enhancement, any failures that can be mitigated are handled without any manual interventions. Event logs within the UEM console now provide consistent enrollment status (Success/Failure).

• Support for fine gesture controls on Android that allow actions like drag/drop, pattern unlocks, and long presses

  Workspace ONE Assist now supports fine gesture controls on Android that allows actions like drag/drop, pattern unlocks, and long presses. With this enhancement, admins can now unlock devices remotely through an Assist session to continue troubleshooting or maintenance.

• Expanded support for Unattended mode across all Corporate owned Windows devices

  In this release, we have expanded the support for unattended mode on all corporate owned Windows devices. Windows devices with Azure AD or Domain joined is no longer a requirement for unattended screen share sessions.

• Support for unattended remote control on Motorola devices with the OEM configuration

  Assist leverages the Google screencast APIs and accessibility permission to provide remote control capabilities on Motorola devices which often requires manual interactions to grant permissions which is not ideal for unattended use cases.

  With this release, we are adding support for remote control using the OEM configurations available through the 'Moto OEMConfig' application.

  Minimum requirements:

  • OS 13
  • Moto OEMConfig v13.03.0320 or later

  Configurations for Moto OEMConfig application:

  • Activate 'Managed Access' in application configuration.
  • Activate 'Display over the other app settings' and add package name 'com.airwatch.rm.agent' (UEM resource portal) or 'com.airwatch.rm.agent.cloud' (playstore version) based on use cases.
  • 'Grant Access' for 'Remote Control'.

  com.airwatch.rm.agent:

  • Grant Access: True
  • Package Name: 'com.airwatch.rm.agent' (UEM resource portal)
  • App Certificate: 54:BF:43:56:6C:CE:2A:53:3A:F0:85:E1:FB:B7:92:61:9D:B9:3E:D0:C2:DB:0C:A6:FA:D8:90:87:3F:9A:C2:90

  com.airwatch.rm.agent.cloud:

  • Grant Access: True
  • Package Name: 'com.airwatch.rm.agent.cloud' (Playstore version)
  • App Certificate: D2:4E:43:63:C4:1F:A7:08:55:1B:EA:4E:F4:27:4C:DF:FA:F3:80:01:D4:C1:0A:89:30:BA:4B:AA:2F:4F:47:35

  Known Issues:

  • Single laptop keyboard injections are injected twice. Example – ‘a’ is injected as ‘aa’
  • Key combinations are not functional. Example – ‘Shift + a’

• Support for Android 14

  Announcing support for Android devices running OS 14.

• Support for iOS 17 and iPad OS 17

  Announcing support for iOS and iPad devices running OS 17.

• Support for macOS 14

  Announcing support for macOS devices running OS 14.

Resolved Issues

• AET-11526: macOS - "A monitor has been unplugged from remote system" message is seen in the console after recovering from a reboot DR though monitor wasn’t connected and unplugged.

• AET-13523: macOS - Screen recording shows two Assist core permissions.

• AET-13632: Android Assist app notification shows empty content

• AET-13956: Windows - Black screen/capture is seen when connecting to a share screen session.

• AET-14067: macOS - macOS 23.07 fails to connect on VPN.

• AET-14126: macOS - Process Name shows 'Not Available' while connected with Assist.

Known Issues

• AET-14143: Windows - Multi monitor icon is seen even after disconnecting the monitors in an active session.

Workspace ONE Assist 23.07 - August 2023

New Features

• Enhanced streaming performance in iOS devices

  Workspace ONE Assist now supports enhanced streaming quality and performance in iPhones & iPads during a screen share session across all supported browsers. With this enhancement, memory usage on the remote device sees a reduced load. No additional configuration is required, but needs updated iOS Assist SDK which is bundled with iOS Hub (more details on version of Hub will be made available in the Hub release notes).

• Support for dynamic shortcuts to Work Profile applications from the Assist console

  On Android devices enrolled in Android Enterprise COPE mode, remote control functionality is only available within work profile applications, when the application is in the foreground. However, the admin cannot navigate around the device until the end user on the remote device manually launches each application that might need troubleshooting.

  In this Assist release, we have implemented the capability on the Assist agent to retrieve the list of apps installed on the work profile side of the device enrolled in COPE mode and list them in the Shortcuts tool window of the Assist Console. This will help the admins to easily access these shortcuts and navigate around the device during troubleshooting.

• Enhancements to the UI/UX in the Remote Assist console

  Experience enhanced discoverability of value-added Assist features such as Shortcuts, Whiteboard, and so on, which are now readily visible in the toolbar and can be accessed with a single click. We have also made improvements to the Assist console UI to provide the admins with a more consistent and seamless experience.

• Support for Remote Assist sessions on Proxy enabled MacOS machines

  We have added support for Assist sessions on MacOS machines that are configured for proxy with authentication. In our earlier Assist releases, remote assist sessions were failing to connect on MacOS machines that had the proxy setup.

• Support for Remote View Only in Android Unattended mode

  Remote Assist session with the Unattended mode in Android always provided the Admin with full remote control capability even if the admin role in UEM did not have the Remote Control permission enabled for Assist.

  In this Assist release, we have implemented the role validation even when Unattended mode is used in Android. So, if the admin does not have the Remote Control permission for Assist then the session would default to Remote View and Remote Control capability will not be available.

• Support for Database Name Modification & Password reset for local SQL User accounts

  For On-Premises customers using Assist, we have introduced the ability to modify the Assist Database names (for new deployments). In addition, we have also provided the ability to enforce password policy for the local SQL user accounts created through the Assist installer. We will also be sharing a standalone tool to reset the passwords of the SQL user accounts after they expire.

• Support for Unattended mode on Windows 10 IOT Enterprise OS version

  Remote Assist sessions were defaulting to Attended mode on the Win10 IOT Enterprise OS versions that had the OperatingSystemSKU value as 188. In this release, we have added support for Unattended mode on these OS versions as well.

• Integration with UEM SYSLOG for logging, monitoring and reporting Assist events

  We introduced the Audit Log functionality in the previous release of Assist (v23.02) where any actions performed by the admin in the remote session were recorded and sent to the UEM Event logger and can be exported to the Syslog.

  In this Assist release (v23.07), we have made some enhancements to this implementation and also included some more admin actions that will get logged.

  Listed are some of the newly included actions and enhancements.

  • Whiteboarding events.
  • Consistent event formatting in Android to be at par with the other supported platforms.

  Please note that Assist will not collect any PII information as part of the event logging.

• Assist console logging improvements

  To make the troubleshooting smoother, we have improved our console logging. Admins or Support personnel can now see the logs automatically if there is an error. API URLs are added to the logs for both success and failure. Error code is now captured in the logs for web socket failures and logs are automatically opened after the first failure.

Resolved Issues

• AET-3387: The Whiteboard cursor action performs double click instead of single click.

• AET-3997: Assist - Win10 - Domain Joined/Azure AD - Session could not be paused from floatella /in session record when the DR happened while the RC elevation prompt was in the foreground.

• AET-4018: Chat console UI does not scroll automatically.

• AET-4021: Assist - Chat - Console - When the chat message is typed and sent, a new line is created in the input box.

• AET-4119: Assist - Chat - Android - Chat messages status on console always shown as sending.

• AET-11111: Sometimes, while starting the remote session, the connection fails in the first console connection step.

• AET-11376: WS1 Assist 23.02 Installer Resource pack execution failed when the password was created with double quotes (") character.

• AET-11377: The Assist service version is not updated with the released version.

• AET-12601: CFD - WS1 Assist Console – The message 'The connection closed abnormally' is seen at the first connection attempt from the customer end with Assist Server RMUK01.

Known Issues

We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Workspace ONE Assist 23.02 - March 2023

New Features

• Integration with UEM SYSLOG for logging, monitoring, and reporting Assist events

  This feature is in a Limited availability state. Take a look at the listed items that can help you activate this feature:

  • UEM version 2302 which is expected to GA on March 22nd 2023.

  • The Feature Flag (FF) ' AssistOAuthProvisioningFeatureFlag' needs to be enabled.

  • To request for the FF to be enabled in your environment, submit a ticket through the following link: https://omnissa.atlassian.net/servicedesk/customer/portal/18/group/40/create/268

  All the actions performed by an admin in a remote assist session are now logged for security auditing purposes.

  In line with this need, we have implemented the Audit Log functionality where any actions performed by the admin in the remote session will be recorded & sent to the UEM Event logger and can be exported to Syslog.

  Some of the actions that may be logged are mentioned below.

  • Session events such as Authentication Requests, Session Elevation from Remote View to Remote Control, and so on.

  • PIN authentication and response (If Attended mode of connection)

  • Tool Connected and Duration

  • Shortcuts used during the session

  • Pause/Resume actions by the end user

  • Clipboard transactions

  • Chat transactions between admin and end-user

  • File Manager Events (File/Folder Cut, Copy, Paste, Upload, Download)

  • Remote Shell command executions (in Windows & MacOS)

  • Command Line Interface command executions (in Android)

  • Session end (Contains all details about the session: Data Size, Connection Mode, UEM Admin User, Assist Server URL, Session Duration, Status, Assist Agent version, and so on.)

  • UEM 2302 or later is required to support this feature.

  • The AssistOAuthProvisioningFeatureFlag must be set to TRUE in the UEM DB. This feature is currently available only for SaaS Assist customers.

• Enhanced streaming performance with VP8 Encoding for Android devices

  Workspace ONE Assist now supports VP8 encoding on Android devices to enhance streaming quality and performance during a screen share session across all supported browsers. With the support for VP8 encoding, memory usage on the remote device will also see a reduced load. VP8 encoding is enabled by default and does not require any additional configurations.

• Support for Remote Control in Motorola LEX 11 devices with Motorola APIs

  Remote Control is now supported in Motorola LEX 11 devices. The Assist agent will leverage Motorola provided APIs to support remote control functionality within Assist.

  All functionalities that exist within Assist including touch and key injection events will be now available through the Motorola remote management APIs.

  Supported LEX L11 Firmware version – Starting from Android 11 release R3.3 (R40.33.10)

• Support for Unattended Mode of Remote Session in MacOS

  Workspace ONE Assist is introducing the ability to remotely connect to and control MacOS devices that are corporate-owned, with no personal data or user expectation of privacy and that business needs to access without approval from a remote user.

  The following types of devices support Unattended Privacy Mode:

  • Corporate Owned – Dedicated
  • Corporate Owned - Shared

  Employee-Owned devices support only the Attended mode which mandates authorization from the remote user.

  On the MacOS platform, a single Assist application supports both Attended and Unattended Privacy modes. The 'Unattended Access' permission/resource in the Workspace ONE UEM - > Role Management, under the Assist section determines which UEM console user has the ability to use Unattended access to devices. This resource is applicable for both Windows Desktop and MacOS platforms.

  The Console User is presented with both the Attended & Unattended options during the connection process from which they can choose the privacy mode.

• Support for viewing and controlling external monitors connected to Zebra devices using the Workstation Connect Cradle or Connect Hub

  Zebra devices that are connected to external monitors through the Workstation Connect Cradle or Connect Hub can now be viewed and controlled through the remote session.

  The Multi-Monitor button appears in the admin console when the Zebra device has an external monitor connected. It allows the admin to switch between the displays they want to view or control. Please note that only one monitor may be viewed or controlled at any given time.

  Pre-Requisites:

  • The Zebra device should be connected through the docking station. The docking station should be connected to the monitor through an HDMI cable.
  • The 'Force Desktop Mode' option should be enabled under Settings → Developer Options.
  • The Zebra WorkStation connect application should be installed and 'Display Over Apps/Appear on Top' permission needs to be enabled.
  • For non-tablet devices, we need to enable the DisplayDesktopOEM [com.displaylink.desktop.oem] application through profiles. By default, UEM may disable all system apps.
  • Make sure the device is restarted after the above settings are configured.
  • The supported firmware version is 11-31-27.00-RG-U00-STD-HEL-04 or later.
  • Supported device models are EC50, EC55, ET51, ET56, L10A, TC21, TC21 HC, TC26, TC26 HC, TC52, TC52 HC, TC57, TC72, TC77.

• Improved reliability of Assist connections in Windows & MacOS platforms

  When an Assist session is started by an Admin from the UEM console, the connection is established with the remote device automatically. However, assist sessions sometimes end in request timeouts due to various factors. One of the common reasons for this is due to Hub not processing the Remote Management command in time to wake up the Assist agent on the device.

  To prevent these request time outs, we have introduced an alternate mechanism to invoke the Assist agent on the device. This is achieved by sending a notification from the Assist Console/Server to the device using the Windows Notification Service (WNS) and the Apple Push Notification Service (APNS).

  This ensures that the Assist agent doesn't always rely on the Hub to get invoked. This in turn will improve the reliability of Assist connections by significantly reducing the timeouts.

• Updated Privacy verbiage & Terms and Conditions verbiage on PIN entry screen in device

  We have updated the verbiage displayed on our Privacy screen & the Terms and Conditions screen during the PIN entry process to be more relevant to the interaction between the Customer IT/Help Desk Org and the employees of the customer.

Current Limitations

• In some Android devices, the VP8 encoder does not support 100% zoom in of the device screen in a remote session. When 100% is requested, the admin console zooms in the device screen only up to the maximum supported by the device hardware.

• In Android devices, when the Assist agent 23.02 is used on Assist consoles earlier than the 23.02 version, streaming may be interrupted and a grey screen shown on the admin console when any of the following actions occur in the remote session.

  • Resizing of the browser window.

  • Toggling ON/Off the Fit to Screen option.

  • Collapsing the Device Summary panel.

• The workaround to fix this is to change the resolution from the tool bar of the Assist console which resumes the streaming.

Resolved Issues

• AET-11449: In Unattended mode on MacOS, the session terminated automatically when the connection was performed with the device locked.

• AET-11360: Ctrl+Alt+Del shortcut does not work as expected on Windows desktops when the device is in a locked state.

• AET-11167: In Windows desktops, the CPU Utilization Percentage in the Process List page of the Assist session always shows 0%.

• AET-10918: Using the Buzz icon during a Chat from the admin console does not send sound alerts or vibrations to the Android device.

• AET-11095: Remote Connection fails on Sony devices with the last GA version of Assist agent.

• AET-11144: Remote Connection fails when a private APN or Wi-Fi is used with proxy configuration.

• AET-11318: Remote Connection failing in Android devices when using a proxy over HTTP with Assist 22.10 agent.

Known Issues

• AET-11473: Some File Manager events are not captured as part of the event logging in Windows and MacOS platforms

• AET-11286: In Zebra devices with an external monitor connected, the remote session may stop streaming when switched multiple times between the primary and secondary displays. The current workaround is to end the session when this happens and initiate a new session.

Workspace ONE Assist 22.10 - November 2022

New Features

• Support for Bi-directional Clipboard functionality for Windows & MacOS

  Clipboard functionality allows IT/Helpdesk Admins to copy & paste text to and from the remote device. This feature provides the ability to copy & paste large strings of text from the admin's local machine onto the remote device and vice versa. This improves efficiency in troubleshooting and average handling time.

• Support for Remote Assist session when no user is logged in to the device

  • In earlier releases, when an admin initiated a remote assist session from the UEM console on a Windows device with no user logged in, the remote assist session failed to establish.
  • With the current release, this has been addressed and the admin should be able to successfully perform a remote assist session even when there is no user logged into the remote device.
  • The minimum UEM Version must be 2210 or later and the Windows Hub version must be 22.06 or later for this change to work.

• Security Enhancements

  This release resolves CVE-2022-31685, CVE-2022-31686, CVE-2022-31687, CVE-2022-31688 and CVE-2022-31689.

Resolved Issues

• AET-10162: macOS Assist agent does not get installed if the device is at the Login window.

• AET-9101: Remote Assist session fails on Windows devices having Null or Dummy Serial Number though the device UDID is unique across these devices.

• AET-10304: Remote Session Initiation gets stuck at step 4 in Lenovo X13 or T14 windows 10 10.0.19044 21H2 Enterprise LTSC laptops if the device is locked.

Known Issues

• AET-10520: Unable to connect to Screen Share or File Manager tool for the second time within an ongoing Remote Assist session after disconnecting from these tools the first time.

• AET - 10518: Command Line window gets partially truncated after exiting from full screen mode.

Workspace ONE Assist 22.04 - May 2022

New Features

• Bug Fixes and Security Enhancements

  • Enabled secure Remote Control on Android devices on the proxy network.

  • Changed APIs to use the POST method instead of the GET method to avoid phishing attacks.

• Simplifying provisioning of Unattended Samsung devices by allowing the Knox EULA permission to be accepted during Assist app installation

  To simplify the provisioning of the Assist application on a Samsung device used for Unattended purposes, the KNOX End User License Agreement can be accepted by the IT administrator at the time of app installation. Prior to Assist 22.04, the Samsung KNOX EULA permission was prompted during the first Remote Control session. This was an issue for unattended use cases where there were no users at the device end to accept permissions.

  In Assist 22.04, on Samsung devices using the unattended Assist agent, the permissions will be prompted when the Assist application is installed. If the permission is not accepted during installation, permission is requested during the first remote control session.

  Assist Attended mode will continue to request this permission during the first remote control session.

• Introducing key-board shortcuts along with on-screen instructions to copy/paste within the Remote Shell tool

  The Workspace ONE Assist Remote Shell tool is commonly used to troubleshoot and run commands on the remote device. One common action performed during the remote shell session is to copy/paste commands and other text to and from the remote device. To simplify the use of the tool, we have added keyboard shortcuts and provided on-screen guidance to access these shortcuts.

  When a Windows device is used to access the Assist console, the commands to copy and paste are Ctrl+Insert and Ctrl+Shift+V. On a macOS device, the commands to copy and paste are Cmd+C and Cmd+V

• Streamlined User Experience for accepting Permissions prompts on Android attended mode

  On Android devices used in attended mode and for which we do not have an OEM signed Assist service application, there are multiple user permissions requested to provide a complete remote-control experience. End-user interactions include a one-time 4-digit PIN entry per session, granting a screencast permission to allow the remote view of the device screen, granting a draw over apps permission that facilitates the Whiteboard feature, and granting the accessibility permission to allow remote control within the device. On Samsung devices, there is an additional one-time KNOX EULA request that has to be granted by the user.

  From Assist 22.04, to simplify and streamline the experience, there is a single information page displayed on both the device and the admin console, which provides information about the necessary permissions and the instructions to grant these permissions. The UI on the device will also automatically navigate the user to accept these permissions one by one.

• Remotely view the entire device screen on Samsung COPE

  On Samsung Android 11 and later devices enrolled on Android Enterprise COPE mode, remotely view the entire device, and remotely control work profile applications to provide optimal support to your employees.

  Before Assist 22.04, Remote View and Control were only supported within the work profile applications due to Knox restrictions. Since the home screen and the application launcher screen within the work profile tab are also considered personal, Assist was able to provide remote view and control capabilities only after the application was manually launched to the foreground by the end user. From Assist 22.04 onwards, the entire device can be remotely viewed, including the home screen, settings, and all other screens on the work profile on Samsung devices.

• Introducing Support for Workspace ONE Assist on Workspace ONE UEM Registered devices

  Deliver a consistent remote support experience across managed and unmanaged devices with Workspace ONE Assist. Before this release, Assist was supported only on Workspace ONE Hub managed devices for Android and iOS platforms. In Assist 22.04, we have introduced support for devices enrolled to UEM in hub registered mode. Administrators can now perform screen share sessions on iOS, file manager, and command-line sessions on Android devices registered to Workspace ONE UEM.

  Note: Workspace ONE Assist is already supported on Windows 10/11 devices registered to Workspace ONE UEM.

Resolved Issues

We are always working to improve Workspace ONE Assist with every release. There are no major bug fixes to report.

Known Issues

We haven’t identified any notable known issues in this release. If you’re facing any problems, feel free to reach out to our support team.

Download Instructions

To take advantage of the updates, download the latest Workspace ONE® Assist version from Customer Connect.

Documentation

• For information about Workspace ONE Assist, see the Workspace ONE Assist documentation available at Omnissa Docs.

• For detailed installation instructions, see the Install Workspace ONE Assist chapter of the Workspace ONE Assist documentation.

Support Contact Information

To receive support, access Customer Connect.

For information about filing a Support Request in Customer Connect and using the Cloud Services Portal, see the Knowledge Base (KB) article How to file a Support Request in Customer Connect and via Cloud Services Portal.