Remote Viewer initializes then immediately disconnects on newly provisioned Zebra devices: apply Esper Software Update

Android

If Remote Viewer initializes then immediately disconnects on your newly provisioned Zebra device, this is a known issue caused by incorrect EMDK (Enterprise Mobility Development Kit) integration during enrollment. Apply an Esper Software Update to restore this capability and fix remote control access.

Before you begin

This issue affects only newly provisioned Zebra devices enrolled after a specific Esper agent release. If your device was enrolled before mid-May 2026, or if you're using a non-Zebra device, this solution may not apply. Older devices on the same network should continue to work normally.

How to apply the Esper Software Update

Open the Esper Console and navigate to Esper Software Updates from the main navigation menu.
Locate your affected Zebra device in the list of available updates.
Select the device and apply the available Esper Software Update.
Wait for the update to complete. The device may restart automatically.

How to verify the fix

Navigate to Devices & Groups → [Device Name] → Remote Viewer.
Launch a Remote Viewer session.
Confirm that the session establishes and remains connected without dropping.

If the issue persists

If Remote Viewer still disconnects after applying the update:

Check that the update fully installed by navigating to Devices & Groups → [Device Name] → Device Info and verifying the Esper Agent version has been updated.
If Remote Viewer continues to disconnect, contact Esper Support and provide:
- Your device serial number or Esper device ID
- The Esper Agent version (before and after the update)
- A screen recording showing the Remote Viewer disconnection behavior

Still need help?

If you've applied the update and the issue persists, or if you need further assistance, submit a support ticket with your device details and the information listed above. Our support team will help you resolve the issue.