What's in the Release Notes?

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

Workspace ONE Assist 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 can now perform screen share sessions on iOS, file manager, and command-line sessions on Android devices registered to Workspace ONE UEM.

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

  • Remotely View the entire device screen on Samsung COPE

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

    Prior to Assist 22.04, Remote View and Control were only supported within the work profile applications due to Knox restrictions. Since the home screen and the application launcher screen within the work profile tab 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 screen cast permission to allow the remote view of the device screen, granting a draw over apps permission that facilitates the Whiteboard feature, and granting the accessibility permission to allow remote control within the device. On Samsung devices, there is an additional one-time KNOX EULA request that has to be granted by the user.

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

  • 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, 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 Security Enhancements

    • Enabled secure Remote Control on Android devices on the proxy network.
    • Changed APIs to use the POST method instead of the GET method to avoid phishing attacks.

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 22.03 - March 2022

New Features

  • 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.  

  • 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.  

  • 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. 

Resolved Issues

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

  • 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-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 has been resolved in the 22.03 release. 

  • AET-7742: The session started correctly on Zebra Android 11 devices with the Assist 2109 agent, but the screen streaming did not happen. This bug is 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 Attended 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 the need for an OEM-specific service app.

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

    • Accessibility Permission: This is one-time permission that needs to be enabled by the end-user at the start of the first session.
    • Screen share: This needs to be enabled by the end user for every session on Android 10 or later.

    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.

  • Enhanced performance using VP8 encoding

    Workspace ONE Assist now supports VP8 encoding on win10 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.

  • Enhancements to Auto-Proxy Discovery

    Customers with Basic authentication proxy settings enabled can now perform Assist sessions by entering proxy credentials one-time at the start of the first session. All subsequent connections will not require an end user to enter proxy information again.

  • Introducing Attended mode on Kiosk and LTSC Devices

    Previously, for devices set to Kiosk mode or Windows 10 Enterprise LTSC, the Assist session always defaulted to Unattended mode. As a result, privacy centric customers who required end user authentication on these Windows 10 devices, could not perform remote sessions in Attended mode.This release introduces support for attended mode on Kiosk and LTSC devices. The admin experience during the remote session is determined by the UEM Role assigned. If the admin has unattended mode disabled, then the session will always be attended. If unattended mode is enabled, the admin has the option to choose privacy mode during the connection process.

  • 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.

  • 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.

  • Enforcing RBAC on Session Collaboration feature

    A new resource called Session Collaboration has been added to Administrator Roles within Workspace ONE UEM under the Assist category. This resource enables or disables the Session Collaboration feature which provides the ability to invite additional participants into a session within the Assist console.

Resolved Issues

  • AET-5388: [Security Enhancement] For the Win10 client, the enrolment information file has been moved to a location where only the specific user account has access to the information to avoid identity theft.

  • AET-6230: [Security Enhancement] Sensitive information has been moved to be passed from the HTTP post method instead of the query string so that it is not exposed.

  • AET-6237: [Security Enhancement] Configurable idle timeout times have been set for all roles so that attackers cannot exploit session ID vulnerability.

  • AET-6597: [Security Enhancement] Executable and DLL files have been digitally signed to avoid tampering and reverse-engineering attacks.

  • AET-4754: When the device is set to the Turkish language, the Device EMM ID value was case sensitive and, as a result, parsed incorrectly and not recorded in the DB. Hence, the device was not registered in the console, and the user could not find the device. This issue is resolved in Assist 21.09.

  • 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 the folder in internal storage from the Android Assist file Manager.

  • AET-5924: Session idle time out has been implemented for View only mode in Android devices.

  • AET-6200: In kiosk mode, Windows 10 devices, there was a delay in sending GET messages by the Win 10 agent, due to which the remote session got stuck at the authorization screen. This issue has been resolved.

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

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

  • AET-6596: [Security Enhancement] Open redirection of URL strings has been restricted to avoid XSS attacks.

  • AET-6293: [Security Enhancement] Servers have been reconfigured to not expose any information about its make, version, or OS to avoid Banner Grabbing.

Known Issues

  • On macOS devices, only the English keyboard is supported on the login screen after reboot.

  • AET-6873: If admin ends one tool and leave others connected during the Disaster Recovery state at internet interruption then the Console does not connect back to the Screen Share tool when the internet connectivity is restored. Hence, it is suggested to end all the tools connected during an internet interruption and start afresh rather than ending just the screen share tool.

Workspace ONE Assist 21.03.01 - May 2021

New Features

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

Resolved Issues

  • AET-5561: Workspace ONE Assist service connection failure when Workspace ONE UEM is upgraded to 2105 version.

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.

  • 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.

  • Support for X-frame-Options header value set to DENY

    In previous versions of Assist, if the X-frame-Options header value is set to ‘DENY’ rather than ‘SAME-ORIGIN’, the file manager functionality within Assist was impacted causing failure in file downloads. WS1 Assist now supports the X-Frame-Options header to be set to value ‘DENY’. The Workspace ONE Assist installer will still always set the X-frame-options header to ‘SAME-ORIGIN’ by default. However, if there are existing configurations setting it to value ‘DENY’, the Assist installer will not overwrite it.

Resolved Issues

  • 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’re facing any problems, feel free to reach out to our support team.

Workspace ONE Assist 20.11 - November 2020

New Features

  • Introducing Unattended Mode on Windows 10 devices

    You can now remotely connect to and control Win10 devices that are corporate owned with no personal data nor user expectation of privacy without approval from the remote user.

    The following types of devices support Unattended Mode.

    • Windows 10 devices locked to Kiosk Mode.
    • Windows 10 Enterprise Long-Term Servicing Channel (LTSC).
    • Windows 10 devices connected to the Active Directory.

    All other devices support only the Attended mode which mandates authorization from the remote user.

    On Windows 10 platform, a single Assist application supports both Attended and Unattended modes. A new resource or permission called “Unattended Access” is available for making new roles by navigating to Accounts > Administrators > Roles and select the Assist category. This resource defines which UEM admin has the ability to select Unattended access to devices. This resource currently applies only to the Windows 10 platform.

    On a Windows 10 device locked to Kiosk mode or a Windows 10 Enterprise Long-Term Servicing Channel (LTSC) device, all Assist sessions default to Unattended mode. Once connected, you have full control of the Remote device in both the Admin and Kiosk profiles. However, the following capabilities are unsupported when the device is in a Kiosk profile.

    • Whiteboard.
    • Halo (on screen notification and controls).
    • Shortcuts (with the exception of Ctrl-Alt-Delete, which remains available in a Kiosk profile).

    On Domain Joined and Azure AD connected devices, you can choose the privacy mode during the connection process.

    • If the Attended mode is chosen, the session proceeds to the PIN entry screen as usual.
    • If Unattended mode is chosen, Assist determines the state of the device.
      • If the Device is in use, the remote user is prompted to allow connection.
        • If remote user accepts the connection, device can be viewed and controlled within the local user account.
        • If remote user denies connection, session is terminated.
        • If remote user does not respond for more than 30 seconds, Assist locks the device screen. Admins can now login using their own credentials on the remote device and gain control.
      • If the Device is not in use, connection is established, and you are presented with the Login Screen. You can now login using your credentials and control the remote device.
    • Note: On-Screen notification and Screen controls (Halo) are displayed on Win 10 devices in Unattended 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.

    Session Collaboration is available on Windows 10, macOS, and Android devices.

    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 in-session Chat

    To facilitate better communication during an Assist session, Workspace ONE Assist introduces Chat for 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 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 additional shortcuts on the Windows 10 platform to enhance the Console User experience.

    Shortcuts provide one click access to commonly used settings & functions on the remote device and helps reduce the average handling time needed to troubleshoot device issues & provide support. The following additional shortcuts are available in this release.

    • Ctrl-Alt-Delete.
    • Lock screen.
    • Log out of device (with a confirmation prompt).

    Furthermore, the shortcut menu can be pinned to the screen. This ensures that the shortcut menu does not need to be reopened each time a new shortcut is accessed.

  • Enhanced Reliability of Session Initiation

    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.

Resolved Issues

  • AET-3246: Installer 20.07 is failing with ‘MgmtSvc not running’ error due to a conflict in the HTTP response header configuration for HSTS Header & X-FrameOptions at the root level on the server.

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.

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