What's in the release notes?

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 22.04 - May 2022

New Features

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

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-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. 

  • 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. 

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

  • 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.

  • 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+

  • 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.

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-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.

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

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

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

  • 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.

  • 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.

  • 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.

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

  • 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.

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

  • 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 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.

  • 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 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.

  • 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.

  • 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.

  • 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.

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

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

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

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.

Support Contact Information

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

check-circle-line exclamation-circle-line close-line
Scroll to top icon