Remote Viewer not working on Rhino T80 — accessibility service troubleshooting

Android

When Remote Viewer is enabled on a Rhino T80 device but interactive control (tap, swipe, and text input) does not respond, the session either shows a static screen or fails to start entirely.

Why this happens

Remote Viewer's interactive control mode requires both the Esper Accessibility Service and the Esper Remote Control service to be active simultaneously. On the Rhino T80, the Android OS can silently revoke one or both accessibility services after a reboot, or a Blueprint policy can override manually enabled settings — leaving Remote Viewer in view-only mode or non-functional.

Steps to resolve

1. Confirm both services are enabled on the device. On the Rhino T80, open Settings → Accessibility → Installed Services and verify that both Esper Accessibility Service and Esper Remote Control are toggled ON. If either is off, enable it now. Both must be active at the same time for interactive control to work.
2. Reboot the device and immediately recheck both services. The Rhino T80's Android OS can revoke accessibility permissions during a restart without notifying you. After the device comes back online, return to Settings → Accessibility → Installed Services and confirm both services are still enabled. If either has been turned off, re-enable it — this confirms whether the OS is revoking permissions on reboot, which is a key detail to capture if you need to contact support.
3. Test Remote Viewer from the Esper Console. Navigate to Devices & Groups → [Device Name] → Remote Viewer and start a session. Attempt a tap, swipe, and text input to confirm interactive control is working, not just screen viewing.
4. Check for Blueprint policy conflicts. A Blueprint assigned to this device or its group may be programmatically disabling accessibility services, overriding any manual changes you make. In the Esper Console, go to Devices & Groups → [Device Name] → Device Info and note the assigned Blueprint. Then navigate to Blueprints → [Blueprint Name] → Android Settings → Accessibility and verify no policy is restricting or disabling accessibility services. To isolate the issue, test Remote Viewer on a Rhino T80 that is not assigned to any group or Blueprint.
5. Verify the Esper Agent is on the latest version. Older agent versions may not fully support Remote Viewer on hardware like the Rhino T80. In the Esper Console, go to Devices & Groups → [Device Name] → Device Info and check the Esper Agent Version. If an update is available, apply it via Esper Software Updates and retest Remote Viewer.
6. Collect a bug report before rebooting if the issue persists. Bug reports capture the diagnostic logs needed to identify root cause, and those logs are lost after a reboot. In the Esper Console, navigate to Devices & Groups → [Device Name] → Bug Report → Request Bug Report, wait for generation to complete, and download the file.

Verify: After completing these steps, start a new Remote Viewer session from Devices & Groups → [Device Name] → Remote Viewer. You should be able to tap, swipe, and type within the session. Interactive control is confirmed when on-screen actions on the remote device reflect your inputs in real time.

If this doesn't resolve it

Contact Esper Support and include the following:

• The downloaded bug report from Step 6
• Screenshots of Settings → Accessibility → Installed Services showing the current state of both services
• The Esper Agent version and Android OS version from Device Info
• Whether the services are being revoked after reboot (observed in Step 2)
• The name of any Blueprint assigned to the device

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.