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

VMware Workspace ONE Assist for Android 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 24.03 - April 2024

New Features

  • 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 the user clicks 'Collect Logs', files are 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

Minimum Requirements

Listed are the minimum requirements:

  • Android 6.0 or later

  • Workspace ONE Assist Console – 24.03

  • Workspace ONE Intelligent Hub 22.10 or later, Workspace ONE UEM 22.10 or later

  • For Android 13, Workspace ONE Intelligent Hub 22.10 or later

  • Chrome, Edge, Firefox, or Safari browsers

  • Remote Control on Samsung BYOD and COPE is available on OS 9.0 and later

Resolved Issues

  • AET-15724: Certain Android devices have inverted streaming during active Assist screen share session.

  • AET-15779: Android - Samsung Galaxy Tab A7 (SM-T500) devices show black screen during unattended Assist screen share session.

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 23.10 - November 2023

New Features

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

    Assist leverages 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 14

    • 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

  • Support for fine gesture controls on Android that allows 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.

  • 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).

    Note:

    Android devices require Workspace ONE Intelligent Hub 23.09.

  • Support for Android 14

    Announcing support for Android devices running OS 14.

Minimum Requirements

Listed are the minimum requirements:

  • Android 6.0 or later

  • Workspace ONE Assist Console – 23.10

  • Workspace ONE Intelligent Hub 22.06 or later, Workspace ONE UEM 2204 or later

  • For Android 13, Workspace ONE Intelligent Hub 22.10 or later

  • Chrome, Edge, Firefox, or Safari browsers

  • Remote Control on Samsung BYOD and COPE is available on OS 9.0 and later

Resolved Issues

  • AET-8958: During session collaboration, participant list on device is blank.

  • AET-13632: Android Assist app notification showing empty content.

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 23.07 - August 2023

New Features

  • Support for Remote View Only in Android Unattended mode

    Remote Assist session with 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 capability enabled for Assist.

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

  • 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 of the device. However, the admin cannot navigate around the device and the end user needs to manually launch each work application that might need troubleshooting.

    In this Assist release, we have implemented the capability to retrieve the list of apps installed on the work profile side of the COPE enrolled device and they will be listed in the Shortcut tray within the Assist Console. This will help the admin to more easily access and navigate to the work apps without end user intervention during troubleshooting.

Minimum Requirements

Listed are the minimum requirements:

  • Android 5.0 or later

  • Workspace ONE Assist Console 23.07

  • Workspace ONE Intelligent Hub 22.01 or later, Workspace ONE UEM 2203 or later

  • For Android 13, Workspace ONE Intelligent Hub 22.10 or later

  • Chrome, Edge, Firefox, or Safari browsers

  • Remote Control on Samsung BYOD and COPE is available on OS 9.0 and above

Current Limitations

This release has no known limitations.

Resolved Issues

  • AET-3125: RTL issue in Arabic and Hebrew in Android Assist.

  • AET-8621: The URL is RTL in the About page.

  • AET-8634: Messages have a layout issue on chat box.

  • AET-9254: Frequent enrollments for same EMMID are seen with frequency less than a min.

  • AET-12203: Device skins for devices SM-T500 Galaxy Tab A7, SM-T505 Galaxy Tab A7, and SM-T505N Galaxy Tab A7.

  • AET-12454: Android Attended Assist shows black screen on Remote Connection in Samsung (SM-A145R) devices not having KNOX.

  • AET-12471: After Feb 2023 updates, Assist shows black Screen in PIN entry page and then freezes while remotely connecting to Honeywell CT40 devices.

  • AET-12598: Remote Assist does not work when the language is set to Arabic.

  • AET-12931: Long press of the power button does not work on Zebra Android 11 with Assist.

  • AET-13205: The Power Button select area on the TC58 is a quarter inch above the power button as shown in screenshot.

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

  • 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 is 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 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 must be connected through the docking station. The docking station must be connected to the monitor through HDMI cable.

    • The 'Force Desktop Mode' option must be enabled under Settings → Developer Options.

    • Zebra WorkStation connect application must 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.

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

    We have updated the verbiage displayed on our Privacy and the Terms and Conditions screens 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.

Minimum Requirements

Listed are the minimum requirements:

  • Workspace ONE Assist Console – 23.02

  • Android 5.0 or later

  • Workspace ONE Intelligent Hub 21.09 or later

  • Workspace ONE UEM 2109 or later

  • For Android 13, Workspace ONE Intelligent Hub 22.10 or later

  • Latest versions of Chrome, Edge, Firefox, or Safari

  • Remote Control on Samsung BYOD and COPE is available on OS 9.0 and later

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 23.02 version, streaming may be interrupted and show a grey screen on the admin console when any of the following actions occur in the remote session.

    • Resizing of 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 will resume the streaming.

Resolved Issues

  • AET-10918: Using the Buzz icon during a Chat from the admin console does not send a sound alert or vibration 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 fails in Android devices when using a proxy over HTTP in with Assist 22.10 agent.

Known Issues

  • 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 Android 13

    • On Android 13, Google has introduced a new runtime permission for notifications that needs to be granted by the user (which was pre-granted earlier). However, Workspace ONE Assist requires this runtime permission to be pre-granted in order to support Unattended remote control.

    • Workspace ONE Intelligent Hub automatically grants the POST_NOTIFICATIONS permission to the Workspace ONE Assist agent. Please ensure both the Workspace One Intelligent Hub and Workspace ONE Assist agent are upgraded to 22.10 version to support Unattended remote control on Android 13.

Minimum Requirements

Listed are the minimum requirements:

  • Workspace ONE Assist Console – 22.10.00.12

  • Android 5.0 or later

  • Workspace ONE Intelligent Hub 20.11 and later

  • Workspace ONE UEM 2011 or later

  • For Android 13, Workspace ONE Intelligent Hub 22.10 or later

  • Latest versions of Chrome, Edge, Firefox, or Safari

  • Remote Control on Samsung BYOD and COPE is available on OS 9.0 and later

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 are facing any problems, feel free to reach out to our support team.

Workspace ONE Assist 22.04 - May 2022

New Features

  • Bug Fixes and Enhancements

    • Enabled secure Remote Control on Android devices on a 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, then the 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 draw over apps permission that facilitates the Whiteboard feature, and granting the accessibility permission to allow remote control within the device.

    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 11and 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.

    Prior to Assist 22.04, due to Knox restrictions, Remote View and Control were only supported within the work profile applications. Since the home screen and the application launcher screen within the work profile tab is 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. Prior to 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 will now be able to perform screen share sessions on iOS and screen share, 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.

Minimum Requirements

Listed are the minimum requirements:

  • Workspace ONE Assist Console - 22.04.00.12 

  • Android 5.0 or later 

  • Workspace ONE Intelligent Hub 20.04 and later.

  • Workspace ONE UEM 2004 or later.Latest versions of Chrome, Edge, Firefox (v80 and higher), or Safari.

  • Remote Control on Samsung BYOD and COPE is available on Android 9 and later.

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 are facing any problems, feel free to reach out to our support team.

Workspace ONE Assist 22.03 - March 2022

New Features

  • Introducing Assist Service application version 3.0 to support remote control on Android 12 devices.

    Download the OEM-specific service app v3.0 from the My Workspace ONE portal to support full remote control on devices running Android 12 and later. On devices running Android 11 and earlier, you can use the Assist service application v2.5 or the newly released v3.0.

Minimum Requirements

Listed are the minimum requirements:

  • Workspace ONE Assist Console – 22.03.00.04

  • Android 5.0 or later

  • Workspace ONE Intelligent Hub 20.04 or later

  • Workspace ONE UEM 2004 or later

  • Latest versions of Chrome, Edge, Firefox or Safari.

  • Remote Control on Samsung BYOD and COPE is available on OS 9.0 and later.

Resolved Issues

  • AET-7742: The session started correctly on Zebra Android 11 devices with the Assist 21.09 agent, but the screen streaming did not happen. This issue is resolved in the 22.03 release. 

  • AET-7707: Prior to 2203, when the Android endpoint language was set to traditional Chinese, the confirmation page where the user entered the pin did not have the Agree button at the bottom. This issue is resolved in the 22.03 release. 

Known Issues

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

Workspace ONE Assist 21.09 - September 2021

New Features

  • Updated terms and conditions verbiage on PIN entry screen

    We have updated the verbiage displayed on our 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.

  • Support for Scoped Storage on Zebra Android 11+

    Starting with Android 11, the Assist Android agent uses Zebra-provided custom APIs to support remote control functionality. Google also introduced Scoped storage in Android 11 that prevents an application from accessing the entire file system without end user permission. This affects the File Manager functionality provided by Assist.To avoid dependency on the end user to grant permissions and to ensure smooth unattended access on corporate-owned Rugged and Frontline devices, Assist will use additional remote management APIs recently provided by Zebra. This prevents end users from having to grant permissions to get “all file access”. This requires Intelligent Hub Version 21.09+

  • Introducing Remote Control on Android devices without OEM specific service application

    Prior to Assist 21.09 release, for remote control on Android devices, Assist required the installation of an OEM specific service application. An exception to this was Samsung, Sony, and Zebra (Android 11+) devices. But with Assist 21.09 release, customers can now remotely control Android Enterprise enrolled fully managed devices without installing an OEM specific service app.

    This is supported on Devices with OS version 7.1+ (Android N+). This will require the following additional end-user permissions.

    • Screen share: This needs to be enabled by the end user for every session on Android 10+. 

    • Accessibility Permission: This needs to be enabled by the end-user for each remote control session.

    Note: Accessibility service cannot be enabled within a Work Profile. As a result, Remote control using Accessibility service cannot be leveraged on COPE and BYOD devices.

Minimum Requirements

Listed are the minimum requirements:

  • Workspace ONE Assist Console - 21.09.00.05 (Saas)

  • Workspace ONE Assist Console - 21.09.00.13 (On Prem)

  • Android 5.0 or later

  • Workspace ONE Intelligent Hub 20.04 or later

  • Workspace ONE UEM 2004 or later

  • Latest versions of Chrome, Edge, Firefox, or Safari

  • Remote Control on Samsung BYOD and COPE is available on OS 9.0 and later.

Resolved Issues

  • AET-6497: On the Samsung A52 device, a black screen showed on the Assist console during the remote session has been resolved.

  • AET-6252: Sonim XP8800 on Android 8 could not establish Remote Session and showed “Request Timeout.”

  • AET-5407: In Assist Android File Manager previously, we could not download a folder while it was in Internal Storage. In this release, we can download a folder in internal storage from the Android Assist file Manager.

Known Issues

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

Workspace ONE Assist 21.03 - March 2021

New Features

  • Fixes to chat notification on Android

    In-session chat was introduced as part of the 20.11 release on Android, macOS, and Windows 10 platforms. On Android alone, the chat notifications were failing. This issue is now fixed in this release.

  • Support for Android 11 on Zebra devices

    Starting Android 11 and above, the Assist agent will leverage Zebra provided APIs to support remote control functionality within Assist. On Android 11 and above, the Assist service application will not be used. As a result, newly enrolled devices do not need the service application to be installed on them. On previously enrolled devices upgrading to Android 11, the Assist service application can be uninstalled if previously installed.

    All functionality that existed within Assist by leveraging the Assist service application will be now available through the Zebra remote management APIs.

  • Support for Scoped Storage on Android 11

    In Android 11, Google is enforcing scoped storage on all applications targeting API level 30. With the enforcement of scoped storage, an application is limited to only accessing its own file sandbox and specific types of media files that the app has created. To access other file locations on the device, the remote user must explicitly grant permissions to the application requesting it.

    Assist is working with partner OEMs to provide a new version of the Assist service application (v2.5) that will automatically grant all file access during a remote file manager session. The latest version of the Assist service application can be downloaded from the Resource Portal in My Workspace ONE.

    On OEMs where Assist does not have a service application (for example, Samsung, Sony, and Zebra Android 11 devices), to provide full file access, Workspace ONE Assist will prompt the remote user to “Allow access to manage all files” permission on Android 11. This permission needs to be granted to the Assist application one-time at the beginning of the first File manager session. On the Attended mode, this permission can be granted by the remote user of the device. On Unattended mode, this permission will need to be granted by the Console User through the Screen Share tool. Instructions to grant this permission will be displayed on the Assist console UI during a file manager session.

    Once this permission is granted, all files on the remote device can be accessed through the File manager. In the absence of this permission, the Console user has limited file access to the Media and Downloads folder only.

Minimum Requirements

Listed are the minimum requirements:

  • Workspace ONE Assist Console - 21.03.00

  • Android 4.4 and later

  • Workspace ONE Intelligent Hub 19.10 and later

  • Workspace ONE UEM 1910 and later

  • Latest versions of Chrome, Edge, Firefox, or Safari.

  • Remote Control on Samsung BYOD and COPE is available on OS 9.0 and later.

Resolved Issues

  • AET-4189: Security Improvements to provide protections against Clickjacking.

    Other Security Enhancements.

  • AET-4188: Security Improvements to prevent sensitive information about the application or its components from being inappropriately disclosed to the users.

  • AET-4033: The Assist application does not display notifications to the remote user when a new chat message is received.

Known Issues

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

Workspace ONE Assist 20.11.01 - January 2021

New Features

  • In this release, we’ve made a few updates containing general quality and performance improvements with no new features.

Minimum Requirements

Listed are the minimum requirements:

  • Workspace ONE Assist Console - 20.11.00.55

  • Android 4.4 or later

  • Workspace ONE Intelligent Hub 19.5 or later

  • Workspace ONE UEM 1905 or later

  • Latest versions of Chrome, Edge, Firefox, or Safari.

  • Remote Control on Samsung BYOD and COPE is available on OS 9.0 and later

Resolved Issues

  • AET-4405: Workspace ONE Assist Agent doesn't recognize mouse or keyboard input on Zebra MC18 running Lollipop OS.

Known Issues

  • AET-4033: The Assist application does not display notifications to the remote user when a new chat message is received.

Workspace ONE Assist 20.11 - November 2020

New Features

  • Removing Certificate dependency on Android Assist agent

    The Workspace ONE Assist agent currently contains a deployment certificate that expires at regular intervals. When the certificate expires, the Assist agent fails new registrations to the Assist server. In order to avoid registration failures, customers needed to upgrade the Workspace ONE Assist agent on the device.

    To avoid the need for frequent upgrades to the Assist agent, the dependency of embedding the deployment certificate is removed. The Assist agent builds the certificate chain with the embedded root and intermediaries and receives the deployment and leaf certificates from the Assist server. This implementation ensures that the Assist application only makes enrollment requests to a trusted Assist server and all connections are secure.

  • Remote View on Samsung devices without Knox

    On Samsung devices, Assist uses the Remote-Control APIs provided by Samsung Knox Platform to provide remote control functionality on the device. Samsung is introducing device models that do not support the Knox Platform. For these devices, Assist introduces support for Remote View, Manage Files, and Command Line client tools.

    Note: Remote View requires the device end user to permit Screen Sharing at the beginning of a session. This is a one-time prompt on devices running Android 9 or earlier. On Android 10 or later, this prompt must be accepted for each Assist session.

  • Support for the new COPE mode on Android 11

    To ensure user privacy is protected when a corporate device is used for work and personal, Google is introducing changes that impact Corporate Owned, Personally Enabled (COPE) devices.

    On Android 8, 9, and 10, the Workspace ONE Assist application operates on the personal side of the device to provide remote control functionality to the entire device. As a result, the Assist application must be installed as an internal application.

    On Android 11, the Workspace ONE Assist app can no longer run on the personal side of a COPE device. The Assist application can operate only within the Work profile on COPE devices. As a result, once you upgrade a device to Android 11, you must also uninstall the Assist app from the personal side, then reinstall the Assist app to the Work profile as a managed Play Store application.

    More details on changes to Workspace ONE Intelligent Hub for COPE Enrollments on Android 11 can be found here, https://kb.vmware.com/s/article/79915?lang=en_US.

  • Introducing Support for Android 11

    In Android 11, Google enforces scoped storage on all applications targeting API level 30. With the enforcement of scoped storage, an application is limited to only accessing its own file sandbox and specific types of media files that the app has created. To access other file locations on the device, the remote user must explicitly grant permissions to the application requesting it.

    In order to provide full file access, Workspace ONE Assist prompts the Android 11 device end user to “Allow access to manage all files”. This one-time permission must be granted to the Assist application at the beginning of the first Manage Files session. In Attended mode, this permission is granted by the remote user of the device. In Unattended mode, this permission must be granted by the Admin through the Screen Share tool.

    Once this permission is granted, all files on the remote device can be accessed through the Manage Files client tool. In the absence of this permission, the admin can only access the Media and Downloads folder.

    Assist continues to support the existing features and capabilities of Android 11. Other tools like Screen Share and Command Line are not affected by the above change.

    For devices enrolled in Device Owner mode, a new version of the Workspace ONE Assist application must be downloaded from the My Workspace One Portal. For Work Profile enrollments like BYOD and COPE, a new version of the Assist application is available on the Play Store.

    On the Play Store version of Assist, admins have limited access to the File System until the following restriction from Google is removed: https://support.google.com/googleplay/android-developer/answer/9956427?hl=en

    Note: “Allow access to manage all files” permission must be granted prior to connecting to the Manage Files tool for the first time. As a result, Android 11 devices running Unattended mode must connect to the device using the Screen Share client tool first to enable this permission and then connect to Manage Files.

  • Enhanced Reliability of Connections

    To improve the reliability of connections on Assist sessions, a direct notification channel exists between the Assist server and Assist agent on the remote device. The Android Assist agent receives a Firebase Cloud Message directly from the Assist server during the connection process, minimizing request timeouts and improving the overall experience.

    On customer environments that have closed networks, additional endpoints must be accessible on the remote user’s device to receive Firebase Cloud Messages. Refer to docs.vmware.com for more details on the end points.

  • Introducing Chat within Assist Sessions

    To facilitate better communication during an Assist session, Workspace ONE Assist introduces Chat on Windows 10, macOS, and Android devices. The Chat functionality can be used for communication between the console user initiating the session, all participants collaborating on the session, and the remote user on the device.

    Chat can be accessed on the Assist console from the toolbar menu and can be used to send text messages to all participants in a session. You can also send private text messages to individual participants and remote user.

    Chat can be used during an Assist session regardless of the tool being used. For example, if only a Manage Files session is initiated with the remote device, Chat is still accessible.

    On the remote device, Chat messages can be accessed from within the Chat tab in the Assist application. The Chat tab is available on both Attended and Unattended modes. The end user is notified about new messages only in Attended mode.

  • Introducing Session Collaboration

    When providing efficient troubleshooting and support to end users, sometimes it is necessary for help desk and IT admins to collaborate with other subject matter experts. For example, higher tiers of help desk and engineering resources. Workspace ONE Assist introduces Session Collaboration to facilitate multiple console users to collaborate with each other by enabling them to remotely view and control the same device.

    The primary console user who initiates an Assist session (Host) can invite other participants to join the session by sharing a Session Invitation by Chat or email. These additional participants (Guests) can remotely view the same device and draw over the device using the White Board tool provided within Assist.

    A Guest can also request permission from the Host to control the remote device. Once permission is granted, the Guest can control the remote device and access other limited tools like White Board, Shortcuts, and the Virtual Keyboard.

    Note: Certain capabilities like the ability to invite additional guests to a session, manage files, run commands remotely through Command line, or the Remote Shell tool, Screen Recording, Screenshots, and Ending a session is limited to a Host of the session.

Minimum Requirements

Listed are the minimum requirements:

  • Workspace ONE Assist Console - 20.11.00.55

  • Android 4.4 or later

  • Workspace ONE Intelligent Hub 19.5 or later

  • Workspace ONE UEM 1905 or later

  • Latest versions of Chrome, Edge, Firefox, or Safari.

  • Remote Control on Samsung BYOD and COPE is available on OS 9.0 and later

Resolved Issues

  • AET-4009: Assist versions 20.03 and 20.07 are not connecting to Assist Server, with custom proxy set-up.

  • AET-3374: Unable to remotely access Samsung devices without Knox libraries.

  • AET-3914: Android 9 Screen unreadable for Samsung Tab T307U & T387V.

Known Issues

  • AET-4033: The Assist application does not display notifications to the remote user when a new Chat message is received.

Download Instructions

  • For Legacy and Android Enterprise enrolled Fully Managed/COPE devices, download the Assist Agent and the Assist Service package specific to your OEM from the Resource Portal in My Workspace ONE and follow the included instructions. Push the App to your devices through Product Provisioning or Apps & Books.

  • For Android Enterprise enrolled BYOD devices, provision the Assist Agent and Assist Service package specific to your OEM from the managed Play Store.

Documentation

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

Support Contact Information

To receive support, either submit a ticket with the My Workspace ONE portal or call your local support line.

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