Troubleshooting ‘Assist’ Issue in ControlUp Edge DX on MacOS Devices

A user was experiencing an issue when using the ‘Assist’ option in Edge DX on MacOS devices with Agent version 2.12.4.1038 (GA). They receive an error message when trying to send a message or use remote control. However, with Agent version 2.11.0.636 (GA) they had no issues, and the suggestion was to confirm the devices were "online" in the console.

Read the entire ‘Troubleshooting ‘Assist’ Issue in Edge DX on MacOS Devices’ thread below:

Wanted to see if anyone else is experiencing this trying to use the “Assist” option in Edge DX with MacOS devices.

I have two Mac Devices with the Agent version 2.12.4.1038 (GA) and when I try the Send Message option, I get this message: (see 1st attachment)

When I try to use the Remote Control option, I get this message: (see 2nd attachment)

Both users are logged into their MacBook Pro’s, they are both online and I can see them connected to their home Wi-Fi.

The weird thing is, I have a 3rd MacBook Pro that is on Agent version 2.11.0.636 (GA).And I have no issue’s using the Assist option on this one.

Any help would be appreciated if you have some thoughts on this one.

haven’t seen this before and I have remoted into my own mac several times with 2.12.3 and 4 to test a different bug

Hi @member, can you make sure that the devices are "online" in the console?

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