Remote View shows "requires additional setup" after previously working

Android

When Remote View was previously working and now shows "requires additional setup," the session fails to initialize and the device screen never loads in the Esper Console.

Why this happens

Remote View depends on an Accessibility permission granted to the Esper Agent. If that permission is revoked — by a system update, a device policy change, or a user action — the Agent loses the access it needs to capture and stream the screen. Network or firewall changes that block outbound connections to Esper's relay infrastructure can produce the same message.

Steps to restore Remote View

1. Confirm the device is online. In the Esper Console, go to Devices & Groups → [Device Name] → Device Info and check that the device shows an active connection. Remote View cannot initialize on an offline device, so resolve any connectivity issue before continuing.
2. Re-grant the Accessibility permission on the physical device. On the device, open Settings → Accessibility (some manufacturers label this Settings → Device Admin Apps). Locate Esper Device Agent, revoke the Remote Control or Accessibility permission, then immediately re-grant it. Toggling the permission forces the Agent to re-register its screen-capture capability with the OS.
3. Force-stop and restart the Esper Agent. On the device, go to Settings → Apps → Esper Device Agent and tap Force Stop. Wait 30 seconds, then reopen the app or reboot the device. Allow 2–3 minutes after the Agent restarts before testing again.
4. Check network and firewall access. Remote View requires unblocked outbound connections to Esper's relay infrastructure. Confirm the device has active internet access (Wi-Fi or mobile data) and that no recent firewall, proxy, or VPN changes are blocking Esper's required domains and ports. If changes were made, restore access according to Esper's network requirements.
5. Attempt the Remote View session. In the Esper Console, navigate to Devices & Groups → [Device Name] → Remote View and click Remote View.

Verify: The session initializes within 30 seconds and the live device screen displays in the Esper Console without the "requires additional setup" message.

If this doesn't resolve it

If the message persists — or appears across multiple devices at the same time — contact Esper Support and include the following information so the issue can be investigated without delay:

• Device serial number(s)
• Esper Agent version (visible at Devices & Groups → [Device Name] → Device Info)
• Android OS version and device model
• Timestamp when the issue first appeared
• Network details: carrier, firewall rules, proxy, or VPN in use

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.