Remote Control unavailable after Supervisor plugin install — upload correct OEM plugin

Android

When the Supervisor plugin installs but Remote Control remains unavailable in Esper Remote Viewer, the device typically shows the Remote Control option as greyed out or missing entirely.

Why this happens

The Supervisor plugin is model-specific and firmware-specific — a plugin built for one device model or firmware version will not activate on another, even within the same product family. Remote Control also requires the Esper Agent to be on the latest version and accessibility permissions to be granted on the device before the feature can initialize.

Before you begin

Confirm you have the following before working through these steps:

Physical or remote access to the device to grant accessibility permissions
The exact device model number (e.g. TB330FU, not just "Lenovo Tab")
The current firmware version installed on the device

Steps

Confirm the Supervisor plugin matches your exact device model. Navigate to Devices & Groups → [Device Name] → Logs and search for Supervisor plugin. The log entry must reference your exact model number and Android version — a plugin for a Lenovo TB330FU will not activate on a Lenovo TB330XU, even though the model names are similar. If the log shows no matching plugin, or a plugin for a different model, contact Esper Support to have the correct plugin uploaded to your account before continuing.
Update the Esper Agent to the latest version. In the Esper Console, go to Esper Software Updates and select Esper Agent. Deploy the update to the affected device or group. An outdated Esper Agent can prevent the Supervisor plugin from loading correctly even when the correct plugin file is present. For detailed deployment steps, see the Esper Software Updates documentation.
Confirm the device is running the latest available firmware. Go to Devices & Groups → [Device Name] → Device Details and note the current firmware version. The Supervisor plugin is signed against a specific firmware build — if the device firmware is behind, the plugin will fail to activate. If a firmware update is available, apply it through the device's system settings or your OEM's update mechanism.
Reboot the device after all updates are applied. Go to Devices & Groups → [Device Name] → Actions → Reboot and confirm the reboot. A full restart is required for the Supervisor plugin to be fetched, verified, and applied by the Esper Agent.
Grant accessibility permissions on the physical device. On Android 7 and above, Remote Control requires accessibility permissions that cannot be granted remotely through the Esper Console. On the device, open Esper Settings → Accessibility, locate the Esper or Remote Control entry, and enable it. Confirm the permission prompt that appears on-device.
Verify Remote Control is now active. Go to Devices & Groups → [Device Name] → Remote View and confirm the Remote Control option is available and interactive. Start a control session to verify full functionality.

Verify: Remote Control should be fully active and interactive in Remote View immediately after the accessibility permission is granted and the device has rebooted. If the session connects but input is unresponsive, the accessibility permission may not have been saved — repeat step 5.

If this doesn't resolve it

If Remote Control is still unavailable after completing all steps, collect the following before contacting Esper Support:

The exact device model number and current firmware version from Devices & Groups → [Device Name] → Device Details
The Esper Agent version currently installed on the device
Log output from Devices & Groups → [Device Name] → Logs filtered for Supervisor plugin showing the plugin load attempt and any errors
Confirmation of whether accessibility permissions are showing as enabled on the device

Contact Esper Support with these details so the team can verify whether the plugin on file is signed for your exact firmware build, or whether a new plugin needs to be generated for your device model.

Still need help?

If the steps above don't resolve the issue, submit a support ticket with your device model, Android version, Esper Agent version, and a description of what you've already tried — this helps the support team investigate without a follow-up.