Remote Viewer for iOS lets you view an iOS device’s current screen from the console. This means you can:
- Observe unexpected behavior
- Guide users as they use a device or app
- Check on devices that are in the field
We also have an Android Remote Viewer.
In this article:
Requirements
- Supervised iOS devices running version 15+ (versions below this may experience issues)
- iOS Esper Agent App (see Setting Up Remote Viewer for more information)
- Devices will need to be in Multi-App Mode and allow screenshots
- Additional requirements may apply if your network operates behind a firewall.
Setting Up Remote Viewer
iOS devices are eligible for Remote Viewer once the Esper Agent app has been installed and the app’s permissions have been accepted.
If you provisioned a device before the Remote Viewer update, an Esper Agent app will be pushed to your device.
To accept the app’s permissions, open the Esper Agent app. Keep in mind that devices will need to be in Multi-App mode so you can navigate to the agent app.
Accept its permissions, including notifications and mic access, by pressing Allow.
After you select Allow, the device will receive a notification whenever a console user requests a Remote Viewer session.
When you start your first session, the device user will be prompted to allow access to the mic.
The console will not record device audio. Mic access is needed to ensure the application runs even while other apps are opened.
Tips for fleets in Kiosk Mode
Because Remote Viewer for iOS requires you to switch devices to Multi app mode, you’ll want to change the blueprint of only certain devices.We recommend creating a clone of your production blueprint. That way, you can select Multi app mode in the cloned blueprint and only apply it to the selected devices. Once you’ve finished your session, apply the production blueprint to your device.
Starting a Remote Viewer Session
On the console, navigate to a device in Devices & Groups and go to the Remote Viewer tab.
Then press Start Session.
On the device, a notification will appear which will take the device user to the Esper Agent app.
The device user should tap Start sharing screen.
Then, the device user should tap Esper MDM > Start Broadcast. The session will start. Sessions last for 15 minutes.
Stopping a Session Early
Sessions may be stopped from the device or console.
In the console, click on Stop Session.
Navigating away from the Remote Viewer tab will also stop a session, but the session may still run on the device side. Close Esper Agent app to reset this.
On the device, go to the Esper Agent app and select Stop sharing screen. The session will end for both the console user and the device user.
The session will end.
FAQs and Troubleshooting
My device did not receive the Esper Agent app.
Your device will need to be connected to Esper to receive the update and should be on a reliable network.
What is the bundle ID of the iOS Esper Agent app?
com.esper.io.iosagent
Can I delete the Esper Agent app and still start a session?
No. The Esper Agent app must be installed on the device for a Remote Viewer session. The app cannot be removed.
How do I know if my device received the Esper Agent app?
An Esper Agent app icon will appear on the device. You can also check the device’s Remote Viewer tab in Devices & Groups.
Can I use Remote Viewer with an unsupervised device?
No. Remote Viewer will only work on Supervised devices that have the Esper Agent app installed.
My device is in Kiosk Mode. Can I start a session?
No. Sessions can only be started for devices in Multi app Mode. Change the device’s state with a blueprint.
I receive the message “not in a meeting” when I try to start a Remote Viewer session.
You’ll need to close the app on the device completely to begin a new Remote Viewer session. If you still experience issues, try rebooting the device and starting again.
I receive a message "Not available when AirPlay, Restrictions, or screen mirroring is active."
You'll need to enable screenshots in the device's blueprint.
I get an error while opening the app “Untrusted Enterprise Developer”. What should I do?
This happens after your device has not been connected to a network for a while or it is behind a corporate firewall.
If your device hasn’t checked in for the last seven days, on the device, navigate to Settings > General > Profiles or Profiles & Device Management. Under "Enterprise App", you’ll see a profile for the developer. Tap the name of the developer profile under the Enterprise App heading to establish trust for this developer. Afterward, you can continue to conduct Remote Viewer sessions.
To resolve firewall issues, be sure to add the host ppq.apple.com and other required FQDNs.