APK install failures, slow commands, and Remote Viewer unavailable: unblock required Esper firewall domains to restore connectivity

Android

Title: APK installs fail, commands are slow, or Remote Viewer is unavailable — unblock Esper firewall domains

When a corporate firewall restricts outbound traffic, Esper-managed Android devices lose contact with the cloud endpoints they depend on. The result is APK installations that fail or stall, commands that take 6–13 minutes or longer to execute, and Remote Viewer sessions that never connect.

Why this happens

Esper's device management features rely on continuous communication with several cloud endpoints — for heartbeats, command delivery, streaming, and push notifications. A firewall allowlist that is missing even one required domain can silently degrade or completely block specific features while leaving others unaffected.

Steps

1. Obtain your current firewall allowlist and blocklist from your IT team. You need both lists to identify which Esper domains are missing from your allowlist.
2. Compare your firewall rules against Esper's full list of required domains. Open the Firewall Requirements article and note every domain listed. At minimum, the following endpoints must be reachable from all managed devices:
   • ping.esper.cloud — device heartbeat and online status
   • streamer.esper.cloud — Remote Viewer streaming
   • mqtt-telemetry-prod.esper.cloud — command delivery
   • *.ingest.us.sentry.io — Esper Agent error reporting
   • firebaseinstallations.googleapis.com — push notifications
   • ipinfo.io
   • api.ipify.org
   • app-measurement.com
   • ip-api.com
   A partial allowlist is the most common cause of these symptoms. For example, allowing mqtt.esper.cloud while blocking mqtt-telemetry-prod.esper.cloud will cause command delivery delays even though other features appear to work normally.
3. Provide your IT team with the complete domain list and request that all Esper endpoints be added to the firewall allowlist. Adding the full list — rather than only the domains currently identified as blocked — prevents new connectivity issues as Esper's infrastructure evolves.
4. Update the Esper Agent on all affected devices once firewall rules have been applied. In the Esper Console, navigate to Devices & Groups → [Device Name] → Updates and deploy the latest Esper Agent version. Running the latest agent ensures any connectivity logic improvements are in place before testing. For detailed instructions, see Deploying Esper Software Updates.
5. Test each previously affected feature to confirm connectivity is restored:
   • Command execution: From the Esper Console, issue a reboot or app installation command via Devices & Groups → [Device Name] and confirm it completes within 60 seconds.
   • Remote Viewer: Navigate to Devices & Groups → [Device Name] → Remote Viewer and confirm the session connects successfully.
   • APK installation: Navigate to Devices & Groups → [Device Name] → Apps, install an APK, and confirm it completes without error.

Verify: Commands should complete within 60 seconds, Remote Viewer should connect on the first attempt, and APK installations should complete without error — all within a few minutes of the updated firewall rules taking effect.

If this doesn't resolve it

If symptoms persist after all domains have been allowlisted and the Esper Agent has been updated, collect the following information before contacting Esper Support:

• A screenshot or export of your current firewall allowlist confirming the Esper domains are present
• The Esper Agent version running on affected devices (visible under Devices & Groups → [Device Name] → Device Info)
• The device identifiers (serial number or Esper device ID) of two or three affected devices
• The Activity Feed entries for a failed command or installation attempt, available under Devices & Groups → [Device Name] → Activity Feed

Contact Esper Support with these details so the issue can be investigated further.

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.