MicroTouch Remote Viewer not working: Supervisor plugin is model-specific — create and deploy per device model (IDC_Series vs. MACH_MP)

Android

Title: Remote Viewer not working on MicroTouch devices — deploy the correct model-specific Supervisor plugin

When Remote Viewer is used on MicroTouch devices, the session fails to establish or the Remote Viewer option is unavailable entirely.

Why this happens

MicroTouch devices require a Supervisor plugin that is compiled and signed specifically for each hardware model. A plugin built for one model (for example, MACH_MP) cannot be used on a different model (for example, IDC_Series), even within the same OEM family. If the plugin deployed to your tenant does not match the exact model of your devices, Remote Viewer will not function.

Steps

1. Identify the exact model string of the affected device.
   In the Esper Console, go to Devices & Groups → [Device Name] → Device Info. Note the exact model string shown (for example, IDC_Series or MACH_MP). Do not rely on the OEM brand name alone — two MicroTouch devices can have different model strings that require separate plugins.
2. Check whether a Supervisor plugin is already deployed for this model.
   In the Esper Console, go to Devices & Groups → [Device Name] and review the Supervisor plugin entry in the device details. If the status shows No data available, no plugin has been deployed for this specific model and you must request one. If the plugin already shows as active, skip to step 5.
3. Contact Esper Support to obtain a signed plugin for your model.
   A Supervisor plugin must be signed with the OEM's platform key for your specific device model — Esper cannot generate this independently. Reach out to Esper Support and provide:
   • Your tenant ID
   • The exact device model string noted in step 1
   • Serial numbers of the affected devices
   Esper Support will confirm whether a signed plugin already exists for your model or coordinate with you to obtain one.
4. Wait for the plugin to be deployed to your tenant.
   Once the signed plugin is available, Esper Support will deploy it to your tenant. No action is required on your part — the plugin will install automatically on affected devices that are online.
5. Ensure affected devices are powered on and connected to the network.
   The plugin installs automatically within 30–40 minutes of deployment. To force immediate installation, reboot the device — the plugin will install during the reboot sequence rather than waiting for the background sync window.

Verify: In the Esper Console, go to Devices & Groups → [Device Name] and confirm the Supervisor plugin status no longer shows No data available and is listed as active. Then open a Remote Viewer session from the device details to confirm the connection establishes successfully. The plugin status should update within 5 minutes of installation completing.

If this doesn't resolve it

If the Supervisor plugin status still shows No data available after 40 minutes and a reboot, or if the plugin shows as active but Remote Viewer still fails to connect, collect the following before contacting Esper Support:

• The exact model string from Devices & Groups → [Device Name] → Device Info
• Device serial numbers
• A screenshot of the Supervisor plugin status from the device details
• Confirmation of whether the plugin was signed with the OEM's platform key for this specific model — if the wrong key was used, a new signed plugin will be required

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.