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 macOS 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

In this release, we’ve made an update addressing functionality and performance improvements with no new features.

Minimum Requirements

Listed are the minimum requirements:

  • Workspace ONE Assist Console – 24.03

  • macOS 11 (Big sur) or later

  • Workspace ONE Intelligent Hub 22.08 or later

  • Workspace ONE UEM 22.10 or later

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

  • For MacOS Ventura, Workspace ONE Intelligent Hub should be 22.11 or later

  • MacOS Ventura requires Login Profile to be configured in UEM

Resolved Issues

  • AET-2029: Session Recovery status shown in the UI is incorrect.

  • AET-2994: Icons are overlapped in the session page.

  • AET-6993: Strings are truncated in chat page.

  • AET-8673: Strings are truncated in the logs page.

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 macOS 14

    Announcing support for macOS devices running OS 14.

Minimum Requirements

Listed are the minimum requirements:

  • Workspace ONE Assist Console  23.10

  • macOS 10.15 (Catalina) or later.

  • Workspace ONE Intelligent Hub 22.04 or later.

  • Workspace ONE UEM 2204 or later.

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

  • For MacOS Ventura, Workspace ONE Intelligent Hub must be 22.11 or later.

  • MacOS Ventura requires Login Profile to be configured in UEM.

Resolved Issues

  • AET-11526: '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: Screen recording shows two Assist core permissions.

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

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

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 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.

Minimum Requirements

Listed are the minimum requirements:

  • Workspace ONE Assist Console 23.07

  • macOS 10.15 (Catalina) or later.

  • Workspace ONE Intelligent Hub 22.01 and later

  • Workspace ONE UEM 2203

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

  • For MacOS Ventura, Workspace ONE Intelligent Hub must be 22.11 and later

  • MacOS Ventura requires Login Profile to be configured in UEM

Current Limitations

This release has no known limitations.

Resolved Issues

  • AET-12916: Assist quit unexpectedly.

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

  • Improved reliability of Assist connections in MacOS platform

    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 Apple Push Notification Service (APNS).

    This ensures that 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.

    Note:

    This feature is currently available only for SaaS Assist customers. No additional configuration is required on the device side to enable this feature.

  • 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 will have 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.

    Note:

    On-Screen notification and Screen controls (Halo) is displayed on MacOS Unattended mode when the user is logged in.

  • 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

  • MacOS 10.15 (Catalina) or higher.

  • Workspace ONE Intelligent Hub 21.09 or later

  • Workspace ONE UEM 2109 or later

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

  • For MacOS Ventura, Workspace ONE Intelligent Hub should be 22.11 or later

  • MacOS Ventura requires Login Profile to be configured in UEM

Resolved Issues

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

Known Issues

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

Workspace ONE Assist 22.10 - November 2022

New Features

  • Support for macOS Ventura

    • macOS Ventura introduces a new setting for users to manage which applications and processes are able to launch at login and run in the background. When installing an application that requires this functionality, a notification is presented to the user informing them that the application can run in the background. After installation, the user can enable or disable this setting on a per-app basis within the Login Items Settings.

    • Apple has also introduced a new MDM profile payload that manages these login item settings. When you begin allowing macOS Ventura devices in your production environment, VMware recommends deploying the linked sample to all Ventura devices to eliminate the possibility of the Workspace ONE Intelligent Hub and Workspace ONE Assist being denied background access, which could severely impact device functionality.

  • Support for Bi-directional Clipboard functionality

    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 on to the remote device and vice versa. This improves efficiency in troubleshooting and average handling time.

Minimum Reqiurements

Listed are the minimum requirements:

  • Workspace ONE Assist Console 22.10.00.12

  • macOS 10.15 (Catalina) or higher.

  • Workspace ONE Intelligent Hub 20.11 or later

  • Workspace ONE UEM 2011 or later

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

  • For macOS Ventura, Workspace ONE Intelligent Hub should be 22.11 or later

Current Limitations

  • Clipboard feature is not supported in Firefox & Safari browsers.

Resolved Issues

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

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 22.03 - March 2022

New Features

  • For m1 macs with apple silicon, there is no need to separately install Rosetta2

    Before 22.03, for all M1 macs with Apple silicon, Rosetta2 had to be installed separately to ensure the proper functioning of Assist. With the 22.03 version, we have included Rosetta2 in the assist package itself thus avoiding the need to install Rosetta2 separately.

  • Improved reliability of Assist connection in attended mode

    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 including network issues. To prevent these request time outs, you can now request the end user to manually launch the assist application from the device after the connection has started on the UEM Console. This additional step is not mandatory and is only available to improve reliability and speed up the Assist connection process.  

Minimum Requirements

  • Listed are the minimum requirements:

    • Workspace ONE Assist Console 22.03.00.12

    • macOS 10.14 (mojave) or higher.

    • Workspace ONE Intelligent Hub 20.04 or later

    • Workspace ONE UEM 2004+

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

    • Big Sur OS Workspace ONE UEM and Workspace ONE Intelligent Hub - 2011.

Resolved Issues

  • AET-7674: The macOS agent of Assist v21.09 had a bug that showed an error message while launching any application on the device with the Assist app installed. The assist app had to be removed from the device to launch applications in the device. This bug has been resolved in the 22.03 version. 

  • AET-5141: The Assist agent previously crashed when a non-ascii character was sent in chat on macOS devices. This has been resolved in the 22.03 release. 

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 21.09 - September 2021

New Features

  • Introducing the ability to switch user accounts during a remote session

    You can now switch user accounts during an active remote-control session without getting disconnected from the session. Assist also allows remote control of the login screen that enables you to log in using other user credentials.

  • 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.

  • Updated pre-installation script for Apple M1 Mac devices without Rosetta 2

    The Workspace ONE Assist macOS agent will contain an updated pre-installation script that will install Rosetta 2 on Apple M1 mac devices if it is not already installed.

  • Introducing Automatic reconnection on reboot

    Improved admin experience now allows automatic reconnection during device reboots. This functionality was previously available only on Android and Windows devices. You can now reboot a macOS device during a remote-control session and automatically reconnect back without end-user assistance. If File Vault2 is enabled, the admin will be instructed to perform additional steps and provide login credentials prior to the reboot.

Minimum Requirements

Listed are the minimum requirements:

  • macOS 10.14 (Mojave) or later.

  • macOS (Big Sur), Workspace ONE UEM and Workspace ONE Intelligent Hub 2011.

  • Workspace ONE Assist Console 21.09.00.05 (SaaS)

  • Workspace ONE Assist Console 21.09.00.13 (On Prem)

  • Workspace ONE Intelligent Hub 20.04 or later.

  • Workspace ONE UEM 2004 or later.

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

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.

Workspace ONE Assist 21.03 - March 2021

New Features

  • Enhanced performance using VP8 encoding

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

Minimum Requirements

Listed are the minimum requirements:

  • Workspace ONE Assist Console 21.03.00

  • macOS 10.13 (High Sierra) or later

  • Workspace ONE Intelligent Hub 19.12 or later

  • Workspace ONE UEM 1912 or later

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

  • Big Sur OS Workspace ONE UEM and Workspace ONE Intelligent Hub - 2011

Resolved Issues

  • Other Security Enhancements.

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

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

Known Issues

  • AET-5141: The macOS-Assist is crashed when sending non-ASCII characters in the chatbox.

Workspace ONE Assist 20.11 - November 2020

New Features

  • Removing Certificate dependency on macOS 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.

  • Introducing support for macOS Big Sur 11

    Workspace ONE Assist introduces support for macOS Big Sur 11 and is available on both Intel and Apple Silicon macOS devices. Existing capabilities and tools like Screen Share, Manage Files, and Remote Shell continue to be supported on macOS Big Sur 11.

    On macOS devices running Catalina 10.15, Workspace ONE Assist requires the Screen Recording permission to be enabled for the Assist application in order to provide Remote View and Screen Share capabilities. In Catalina, this permission is granted by either an admin user or standard user on the remote macOS device.

    Starting in macOS Big Sur 11, Apple allows Screen Recording permission to be granted only by a remote user with administrator privileges. As a result, a one-time Screen Recording permission must be granted at the beginning of the first Assist session, by a remote user with admin privileges. This permission can be enabled under System Preferences > Security & Privacy > Privacy > Screen Recording.

    The Assist console provides the admin with necessary instructions that can be communicated to the remote user during an Assist session. The Manage Files and Remote Shell client tools are not affected by the above change.

    You can allow standard users to enable Screen Recording on macOS Big Sur by including a new profile key for the Privacy Preferences Policy payload and deploying it to the enrolled device.

    To install this new profile key, a Custom Settings payload profile can be used with the following XML (also available in the release package):

    <dict> 
       <key>Services</key> 
       <dict> 
            <key>ScreenCapture</key>   
            <array>             
               <dict>  
                  <key>CodeRequirement</key> 
                  <string>identifier "com.aetherpal.mac.remotecontrol" and anchor apple generic and certificate 1[field.1.2.840.113635.100.6.2.6] /* exists */ and certificate leaf[field.1.2.840.113635.100.6.1.13] /* exists */ and certificate leaf[subject.OU] = V4Y7PP8KCJ</string>                 
                  <key>IdentifierType</key>                 
                  <string>bundleID</string>                 
                  <key>Identifier</key>                 
                  <string>com.aetherpal.mac.remotecontrol</string>                 
                  <key>Authorization</key>                 
                  <string>AllowStandardUserToSetSystemService</string>                 
                  <key>Comment</key>                 
                  <string>Allow non-admin users to enable Workspace ONE Assist app for Screen Sharing</string>
               </dict> 
               </array>     
       </dict>     
       <key>PayloadDescription</key>     
       <string>Privacy Preference setting for Workspace ONE Assist to allow non-admin users to enable Screen Sharing</string>     
       <key>PayloadDisplayName</key>     
       <string>Workspace ONE Assist TCC Settings</string>     
       <key>PayloadIdentifier</key>
       <string>com.vmware.assist.mdm.tcc.AllowStandardUserToSetSystemService</string>     
       <key>PayloadOrganization</key>    
       <string>VMware</string>     
       <key>PayloadType</key> 
       <string>com.apple.TCC.configuration-profile-policy</string>     
       <key>PayloadUUID</key>     
       <string>0D4540F5-35EC-45B8-9F11-46F6CA772456</string>     
       <key>PayloadVersion</key>     
       <integer>1</integer> 
    </dict>
  • Introducing Chat within Assist Sessions

    To facilitate better communication during an Assist session, Workspace ONE Assist introduces Chat. 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 tool bar 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 the 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 

  • macOS 10.13 (High Sierra) or later

  • Workspace ONE Intelligent Hub 19.12 or later

  • Workspace ONE UEM 1912 or later

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

  • Big Sur OS Workspace ONE UEM and Workspace ONE Intelligent Hub - 2011

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

Download the macOS Assist agent from the My Workspace ONE Portal and follow the inlcuded instructions.

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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