VMware Workspace ONE Assist for macOS Release Notes provides information on the new features and improvements in each release. This page includes a summary of the new features introduced, a list of our resolved issues, and known issues.

New Features

Workspace ONE Assist 21.03 for macOS

  • 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.

Workspace ONE Assist 20.11 for macOS

  • 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.

  • 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 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):

                    <string>identifier "com.aetherpal.mac.remotecontrol" and anchor apple generic and certificate 1[field.1.2.840.113635.] /* exists */ and certificate leaf[field.1.2.840.113635.] /* exists */ and certificate leaf[subject.OU] = V4Y7PP8KCJ</string>
                    <string>Allow non-admin users to enable Workspace ONE Assist app for Screen Sharing</string>
        <string>Privacy Preference setting for Workspace ONE Assist to allow non-admin users to enable Screen Sharing</string>
        <string>Workspace ONE Assist TCC Settings</string>
  • 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.

Workspace ONE Assist 20.07 for macOS

  • Introducing Activity Logs within the Workspace One Assist app, to provide end users with better visibility into the actions performed by the Help Desk Admin during a Remote Control session.
    • Logs captured include information such as timestamp and action performed.
    • Logs are available during a session from within the Assist app in the new Log tab.
    • Once the session has concluded, logs appear in the Settings icon for all past sessions.
    • These logs provide the end user full visibility into the actions performed in the File Manager and the Commands executed in the Remote Shell tool.
    • The logs also include the status of the authentication process.
  • Enhanced on screen notifications and menu to pause and disconnect a session.
    • End users can now pause and disconnect from an Assist session using the always on-screen menu.
  • Privacy Enhancements to Screen Recording and Screenshot functionality.
    • The end user can authorize or deny the initial screen recording or screenshot request made by the Help Desk Admin.
    • If the initial request for recording or screenshot is authorized, a notification appears before each subsequent use of the above functionality in the same session.
  • Event logs under the Device Details > More > Troubleshooting section now displays Assist related events for better visibility and easier troubleshooting. These logs provide details on the Assist Agent installation, registration, and connection events (previously available for Android only).

Minimum Requirements

  • macOS 10.13 (High Sierra) or later.
  • macOS (Big Sur), Workspace ONE UEM and Workspace ONE Intelligent Hub 2011.
  • Workspace ONE Assist Console - 21.03.00
  • Workspace ONE Intelligent Hub 19.12 or later.
  • Workspace ONE UEM 1912 or later.
  • Latest versions of Chrome, Edge, Firefox, or Safari.

Download Instructions

Support Contact Information

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

Resolved Issues

The resolved issues are grouped as follows.

Resolved Issues for Workspace ONE Assist 21.03 for macOS
  • AET-4188 – Security Improvements to prevent sensitive information about the application or its components from being inappropriately disclosed to the users.

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

  • Other Security Enhancements.

Resolved Issues for Workspace ONE Assist 20.11 for macOS
  • We are always working to improve [App Name] with every release. There are no major bug fixes to report.

Resolved Issues for Workspace ONE Assist 20.07 for macOS
  • We are always working to improve Workspace ONE Assist for macOS with every release. There are no major bug fixes to report.

Known Issues

The known issues are grouped as follows.

Known Issues for Workspace ONE Assist 21.03 for macOS
    • AET-5141 – The macOS-Assist is crashed when sending non-ASCII characters in the chatbox.
Known Issues for Workspace ONE Assist 20.11 for macOS
  • 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.

Known Issues for Workspace ONE Assist 20.07 for macOS
    • Assist Agent upgrades using the Bootstrap method exhibits inconsistent behavior, post upgrade. The SFD method is recommended for app upgrades.
    • If the device is rebooted during an active session, the system automatically reinstates the session only after the end user enters the login credentials.
    • If the TCC profile is not installed during the first session, there is a prompt that requests end user to enable the Accessibility permissions for Assist. This prompt appears to the end user once.
check-circle-line exclamation-circle-line close-line
Scroll to top icon