Android Remote Viewer and Control

Remote Viewer lets you view an Android device's current screen on your console and take screenshots. Remote Control allows you to take control of the device. This means you may interact with the remote device using your mouse or trackpad as if you were physically touching the screen. 

• Capturing a bug report for a device out in the field 
• Observing unexpected behavior 
• Checking on devices that send alerts
• Remote Viewer is useful when you're far away from the device but you still need to monitor its screen. 
• Remote Control takes it a step further by letting you take control of the device.

We also offer Remote Viewer for iOS/iPadOS and Remote Viewer and Control for Linux and Windows. 

In this article: 

• Starting a Remote Viewer Session
• During a Remote Viewer Session
  • Entering full-screen mode
  • Capturing a screenshot on a device
  • Zooming and Panning
• Setting up Remote Control 
  • Getting Started 
  • How to Set Up Your Device for Remote Control 
  • Tips
• Hardware Keys and Keyboard Events
  • Copying, pasting, and other tapping events 
• Remote Viewer Troubleshooting

Starting a Remote Viewer Session

You start a remote viewer session at any point, but we recommend being on a reliable network, such as Wi-Fi, for the best results. If you experience problems, try refreshing your browser or restarting the session.

Find Remote Viewer and Control by locating the device in Devices & Groups and locating the Remove Viewer tab. 

Before starting a session, check the following: 

• Is the device communicating with Esper and unlocked? 
  • Ensure you've disabled any lock screens as well.
• Have you verified our firewall requirements? 
• Has the screen timeout been set to five minutes or longer? 
• Does your role give you access to Remote Viewer? 
• Optional: Experiencing a slow connection speed? If so, check the Data Saver box at the top before starting a session. The frame rate will decrease. You won’t be able to change this option during a session. 

After setting up a device, it’s time to start a Remote Viewer session.  

Step 1: To remotely view a device, click on Start session. You can start a session regardless of whether or not your device is communicating with Esper.

We’ll show a warning for devices that haven’t checked in in the last 30 minutes. If you also plan to use Remote Control, you may need to complete additional set up as well. 

For Android 8 and below, devices will show a prompt to allow the session. Once the request is accepted, a secure connection will be established, and the device's screen will be streamed to the console.

To end the session, click Stop Session.

The session will end automatically when it reaches the time limit displayed.

During a Remote Session 

Entering full-screen mode

During a Remote Viewer session, you’ll be able to view the screen and take screenshots of it. 

Use the Full screen button to enter full-screen mode. 

To exit Full-Screen mode, press the Escape key on your computer's keyboard. 

Capturing a Screenshot on a Device

Capturing screenshots can be useful in reporting unexpected behavior on devices. To take a screenshot, start a Remote Viewer session. 

Step 1: Click the Take Screenshot button to capture the current device screen.

You’ll see a collection of screenshots at the bottom of the Remote Viewer screen. 

Click on the screenshot to open it. Right-click to download the screenshot or click the trash can to delete it. Screenshots can’t be retrieved after deletion. 

Zooming and Panning

To zoom and pan during a Remote Viewer session, ensure the Data Saver option is disabled. Then click on the Zoom button during a Remote Viewer session. 

After clicking on the Zoom button, the Zoom controls will appear in the Remote Viewer. 

The controls will appear in the lower right corner of the viewer. Choose from the following options:

• Zoom In: zoom into the screen, up to 200%. 
• Zoom Out: zoom out of the zoomed in screen. 
• Reset Zoom: reset the zoom to the default setting.
• Pan: pan while zoomed in. To pan, click on the pan button. Then, on the screen, hold and drag the cursor over the screen. 
• Full screen: Enter full screen mode.

Setting Up Remote Control 

Remote Control Requirements

The following table outlines the minimum Android version requirements to access certain features associated with Remote Control. 

Contact Esper for a Supervisor Plugin.

In addition, some features are only available for the Esper Agent, Remote Viewer, and Supervisor versions.

For these features, devices must meet the following requirements, as well as what is specified in the table: 

• Esper Agent version 7.12+. See how to find your Esper Agent version.
• Esper Remote Viewer 2.1+. Most users should be on version 2.1+. 
• HIgh-frame rate and data saver available for all devices.

Getting Started 

• You'll need to access the Esper console from a Chrome browser to use remote control. 
• Remote control is automatically enabled for nearly all Samsung Devices without requiring any additional setup
• Esper partners with Lenovo to automate remote control setup across all Lenovo devices. Contact support to get this feature enabled.
• If you’d like to automate remote control setup on any other device contact Esper for a supervisor plugin.
• For all devices running Android 7 and up, you can follow the steps below to grant remote control permissions.
• This is a one-time setup that will persist across the device's life cycle. This will grant remote control access without requiring end-user consent on the device.

How to Set Up Your Device for Remote Control 

1. Create or modify a blueprint to enable Apps & Configuration > Multi-app Mode.

Also in that blueprint, enable Esper Settings  > Android Settings and Esper Settings. 

2. Add the blueprint to the devices. 

3. On the device, open Esper Settings. 

4. Click on "Remote Control". 

If nothing happens when you click on "Remote Control", ensure that Android Settings is enabled through the blueprint and that the device converged successfully. 

5. This will open the Android Settings app permission screen. 

6. Look for the "Esper Accessibility Service" and "Esper Remote Control Service" options and enable the permissions. 

7. In the console, navigate to the remote viewer window (you may need to refresh the page). 

8. You should be able to start a remote control session. 

Tips

• Is the device on Esper Foundation for Android, manufactured with a signed Esper Agent, or Samsung Knox-enabled (running Knox 3 or later)? 
• Is the device on Esper Agent version 7.5.0005 or later? If not, does it have a Supervisor Plugin and Knox?
• Is the device communicating with Esper and unlocked? 
• Have you verified our firewall requirements? 
• Has screen timeout been set to five minutes or longer? 
• Does your role give you access to Remote Control? Viewer roles won’t have access to Remote Control. 
• Optional: Do you have a slow connection speed? If so, check the Data Saver box at the top before starting a session. You won’t be able to change this option during a session. 

If you see the error message, perform the following:

Ensure your device is on a stable network and has checked in with Esper. Try sending a ping.  

Then accept the Accessibility permissions. First, ensure your device is in Multi-app Mode and has Esper Settings and Android Settings enabled. 

Then go to the Esper Settings on the device.

Select the Remote Control option.

Enable Remote Viewer.

On the modal, you will be asked to confirm your choice. Select OK.

You can use the remote control in both view modes: Full-screen and non-full-screen.

Using Hardware Keys and Keyboard Events

Some devices do not have soft keys for home, back, and recent and they use physical keys on the device instead. On such devices, a virtual set of keys appears at the middle of the Remote Control screen. When in Full-screen mode, the widget includes the hard keys. You can grab and move the widget to a different location on your screen as you wish.

You may also use your computer’s keyboard to interact with the device as if you were using the device’s keyboard.

Copying, Pasting, and Other Tapping Events 

Requirements:

• You will need an updated Supervisor Plugin and Remote Viewer app for paste support. Contact Esper to learn more. 

Starting on July 5, 2023, and with Esper Agent version 7.12, we began updating the Remote Viewer. After your Remote Viewer is updated, you'll have the ability to copy, paste, and perform other functions during a Remote Control session, subject to hardware requirements. 

Timing your clicks can be a little tricky at first. Try double clicking on the text you want to copy and waiting for the tooltip to appear. 

Copying 

You will be able to copy a section of text from your computer to the device. However, copying text from the device onto your computer is not possible. 

Long Press 

Long press your mouse or trackpad. The device’s toolbar will appear and you’ll use your mouse to select an option. 

Special Characters 

Special characters are supported for most keyboards. For example, you’ll be able to type “$400 USD” or “a 40% chance of rain” on the device from your keyboard. Non-English characters and emojis are not supported.

Paste from Computer 

Copy a URL or password from your computer and use your keyboard to paste the text to the device. You won’t be able to copy from a device and paste to your computer.

Remote Viewer Troubleshooting 

If a Remote Viewer session isn't working as expected, start by confirming the basics: the device is communicating with Esper, the screen is unlocked, and your network meets our firewall requirements. If everything checks out, use the steps below to address the most common issues.

Session won't connect or shows a server error

If your first connection attempt fails, try starting the session again — many failures resolve on a second attempt.

If you can't connect across all devices, check the following:

• Are you on a controlled network, such as corporate Wi-Fi or a wired connection? Connection failures are more common on open Wi-Fi networks.
• Have you verified our firewall requirements? Strict firewall rules can block the ports or FQDNs required for Remote Viewer's TURN servers. In some cases, firewall settings have also prevented the Remote Viewer APK from installing on the device. Contact your network administrator if installation fails.

Session disconnects a few seconds after connecting

The session may be detecting an unstable connection. Before starting a new session, check the Data Saver box at the top of the Remote Viewer window. This lowers the frame rate but can stabilize sessions on slower connections. You won't be able to change this option during a session.

Also confirm the device is on a stable network and has recently checked in with Esper. Try sending a ping from the console to verify the device is reachable.

Slow performance, lag, or double input

Latency and input lag are most common on slower or congested networks. Try enabling Data Saver mode before starting a new session. If you're seeing double input — where commands are registered twice — end and restart the session. For persistent issues, try a different browser or network connection.

Screen appears black or blank

For Android 15 devices, a black screen may appear when sensitive content is displayed, such as a password input field. Once the user navigates away from that screen, the viewer should resume normally. Consult your application developer to identify where these screens appear in your apps. You may also need to enable "disable screen share protection" in Developer Options for certain applications.

For blank screen issues on specific device models, the cause may be the device's manufacturer rather than Esper. Contact Esper support with your device model and manufacturer details for further investigation.

A foreground app is blocking the session

If a specific app is active on the device when you start a session, it may prevent Remote Viewer from receiving the necessary permissions from the Android OS. Ask the device user to navigate to the home screen before you begin the session, or — if Remote Control is already set up — use it to close the foreground app first.