Remote control not working after Accessibility Service enabled: resolve with OEM-signed Supervisor Plugin

Android

When Remote Control sessions fail to launch on certain OEM devices even after the Esper Accessibility Service is enabled, the remote control session either errors out or never connects.

Why this happens

Some OEM manufacturers, including Telpo, enforce platform-level restrictions that prevent standard app permissions from persisting across reboots or system events. Because the Esper Accessibility Service requires elevated, persistent access to relay touch and screen data, it is silently revoked by the device firmware unless the Supervisor Plugin carrying that service is signed with the OEM's own platform certificate.

Before you begin

If you have not already done so, confirm these basics on a standard Android device before pursuing the OEM-signed plugin path:

Verify the Accessibility Service is enabled at Settings → Accessibility on the device.
Confirm Remote Control permissions were granted when the Esper Agent prompted for them.
Reboot the device and attempt Remote Control again from Devices & Groups → [Device Name] → Remote Control in the Esper Console.

If Remote Control still fails on a specialized OEM device after these checks, follow the steps below.

Steps

Confirm the exact device details. Collect the device model name, model number, Android version, and serial number. Navigate to Devices & Groups → [Device Name] → Device Info in the Esper Console to retrieve the serial number and OS version. You will need all of these details to request the correct plugin build.
Request an unsigned Supervisor Plugin from Esper Support. Contact Esper Support and provide the device model name and number, Android version, and device serial number. Ask specifically for an unsigned Supervisor Plugin APK for your device model. Esper will provide the APK as a file attachment on your support ticket.
Send the unsigned APK to your OEM for signing. Forward the APK to your device manufacturer and request that they sign it using their platform certificate keys — not a standard app-signing key. Platform signing is a manufacturer-controlled security boundary; only the OEM can complete this step.
Return the signed APK to Esper Support. Once the OEM provides the signed Supervisor Plugin APK, upload it to your open Esper Support ticket so Esper can proceed with deployment.
Keep the device online during deployment. Ensure the affected device is powered on and connected to the internet. Esper's team will push the signed plugin to the device from the backend — no action is required from you in the Esper Console during this step.
Verify Remote Control is working. After Esper confirms the plugin has been installed, navigate to Devices & Groups → [Device Name] → Remote Control in the Esper Console and start a new session. The session should connect and display the device screen within 30 seconds.

Verify: A successful Remote Control session will open a live, interactive view of the device screen in the Esper Console. In Devices & Groups → [Device Name] → Activity Feed, you should see a Remote Control session started event logged within one minute of launching the session.

If this doesn't resolve it

If the signed plugin has been confirmed as installed but Remote Control still does not connect, collect the following before contacting Esper Support:

A device bug report: navigate to Devices & Groups → [Device Name] → Actions → Request Bug Report in the Esper Console.
The signed Supervisor Plugin APK file.
The device model, Android version, and serial number.
A screenshot or screen recording of the exact error state seen in the Console during a Remote Control attempt.

Provide all of the above when you contact Esper Support so the issue can be investigated without delay.

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.