Remote Viewer inactive after provisioning on Lenovo TB305FU: resolve with firmware update

Android

When a Lenovo TB305FU tablet is provisioned with Esper, Remote Viewer remains inactive and the Esper Supervisor plugin either does not appear or shows as inactive in the Console.

Why this happens

Firmware builds at or before TB305FU_ROW_OPEN_USER_V5_V_ZUI_17.0.10.142_ST_251218 on the Lenovo TB305FU are missing the system-level permissions required for the Esper Supervisor plugin to activate. Without the plugin, Remote Viewer has no access to the device screen and cannot function.

Before you begin

This article applies only to Lenovo TB305FU devices. If your device is a different model and Remote Viewer is inactive, contact Esper Support for guidance specific to your hardware.

Step 1: Confirm the firmware version and plugin status

1. Open the Esper Console and navigate to Devices & Groups.
2. Select the affected TB305FU device.
3. Go to Device Overview → Software and locate the OS build number.
4. If the build number is TB305FU_ROW_OPEN_USER_V5_V_ZUI_17.0.10.142_ST_251218 or earlier, the device requires a firmware update before Remote Viewer can work.
5. While on the same screen, check whether the Supervisor plugin appears in the software list and whether its status shows as Active. If it is missing or inactive, proceed to Step 2.

Step 2: Update the device firmware

1. Obtain firmware version TB305FU_ROW_OPEN_USER_V5_V_ZUI_17.0.10.216_ST_260401 from Lenovo's official update channel. If an over-the-air update is available, it will appear in the device's system settings under System → System Update.
2. If the OTA update does not appear automatically, contact your Lenovo account representative to request the firmware package and installation instructions for your deployment.
3. Apply the firmware update and allow the device to complete its reboot. Do not interrupt power during the update process, as an incomplete flash can leave the device in an unrecoverable state.
4. After the device reboots, wait 5–10 minutes for the Esper Agent to re-sync with the Esper Console.

Step 3: Confirm the plugin is active and Remote Viewer works

1. In the Esper Console, navigate to Devices & Groups and select your TB305FU device.
2. Go to Device Overview → Software and confirm that the Supervisor plugin now appears in the list with a status of Active.
3. Navigate to Devices & Groups → [Device Name] → Remote Viewer and start a session to confirm Remote Viewer is fully functional.

Verify: The Supervisor plugin shows as Active under Device Overview → Software and a Remote Viewer session opens successfully within 10 minutes of the firmware update completing.

If this doesn't resolve it

If the Supervisor plugin remains inactive after updating to TB305FU_ROW_OPEN_USER_V5_V_ZUI_17.0.10.216_ST_260401, try a manual reboot from Devices & Groups → [Device Name] → Actions → Reboot, then wait 5–10 minutes and recheck the plugin status.

If the plugin is still inactive, collect the following before contacting Esper Support:

• Device serial number
• Current firmware build version (from Device Overview → Software)
• A bug report from the device — navigate to Devices & Groups → [Device Name] → Actions → Bug Report and download the file
• Confirmation that the firmware was updated to TB305FU_ROW_OPEN_USER_V5_V_ZUI_17.0.10.216_ST_260401

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.