Screen rotation mismatch: device stays in portrait but Remote Viewer displays landscape orientation

Android

Title: Remote Viewer shows landscape when device is in portrait — fix orientation mismatch

When a device is correctly displaying content in portrait mode, the Remote Viewer in the Esper Console may still render the stream in landscape orientation, making the live view appear rotated 90 degrees.

Why this happens

The Remote Viewer caches stream metadata, including orientation state, from a previous session. If the device's rotation changed after the session was established, the viewer can hold a stale orientation value that no longer matches the physical screen. This is a rendering issue in the Remote Viewer only — it does not affect what is shown on the device itself.

Before you start

Physically inspect the device. If the device screen is also in landscape mode, the issue is with your Blueprint's display configuration, not the Remote Viewer. The steps below apply only when the physical device is confirmed to be in portrait but the Remote Viewer shows landscape.

Steps

Confirm the Blueprint rotation setting. In the Esper Console, go to Blueprints, open the blueprint applied to the affected device, and navigate to Display Settings. Verify that screen rotation is set to Portrait and that the blueprint has been published. This rules out a misconfiguration as the source of the mismatch.
Check the applied blueprint on the device. Go to Devices & Groups → [Device Name] → Device Details and confirm which blueprint version is currently applied. If the device is running an older blueprint version, republish the blueprint and allow up to 5 minutes for it to sync.
Reset the Remote Viewer session. Go to Devices & Groups → [Device Name] → Remote Viewer, close the session, wait 10 seconds, then reopen it. A fresh session clears the cached stream state and forces the viewer to re-read the device's current orientation.
Verify the result. Confirm that the Remote Viewer now displays the device stream in portrait orientation, matching what is visible on the physical screen.

Verify: After reopening the Remote Viewer session, the stream should immediately render in portrait orientation. No further action is required if the live view matches the physical device.

If this doesn't resolve it

If the Remote Viewer still shows landscape orientation after completing all steps above, contact Esper Support and include the following:

Device model and serial number
Esper Agent version, found at Devices & Groups → [Device Name] → Device Details
A screenshot of the Remote Viewer showing the incorrect orientation
Confirmation that the physical device screen is displaying in portrait mode

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.