Remote Viewer / Remote Control inactive after Supervisor plugin install: upload missing OEM plugin and update Esper Agent + firmware

Android

If Remote Control is unavailable in Esper Remote Viewer after the Supervisor plugin installs, you may be missing the correct OEM-specific plugin for your device model, or your device software needs updating. This article walks you through the steps to restore Remote Control functionality.

Before you begin

Remote Control requires:

The correct OEM-specific Supervisor plugin for your device model and Android version
The latest version of Esper Agent installed on your device
The latest device firmware
Accessibility permissions enabled on the device

Step 1: Verify the Supervisor plugin is correct for your device model

The Supervisor plugin is model-specific. A plugin for one device model cannot be used on another. For example, a Lenovo TB330FU plugin will not work on a Lenovo TB330XU.

Check your device logs to confirm the correct plugin is present:

Go to Devices & Groups → [Device Name] → Logs
Search for Supervisor plugin references
Verify the plugin version matches your exact device model and Android version

If you don't see the correct plugin for your model in your account, contact Esper Support to have it uploaded.

Step 2: Update Esper Agent to the latest version

To update the Esper Agent, go to Esper Software Updates in the Esper Console and select Esper Agent. You can deploy the update to individual devices, selected groups, or your entire fleet. For step-by-step instructions, see Deploying Esper Software Updates.

Step 3: Update device firmware to the latest version

The Supervisor plugin requires your device to run the latest available firmware for your model.

Go to Devices & Groups → [Device Name] → Device Details
Check the current firmware version
Confirm your device is running the latest available firmware for its model
If a firmware update is available, update through your device's system settings or OEM update mechanism

Step 4: Reboot the device

After updating Esper Agent and firmware, reboot the device to allow the Supervisor plugin to be fetched and applied.

Go to Devices & Groups → [Device Name] → Actions → Reboot
Confirm the reboot request
Wait for the device to restart completely

Step 5: Grant accessibility permissions on the device

On Android 7 and above, Remote Control requires accessibility permissions. These must be manually enabled on the physical device — the Esper Console cannot grant them automatically.

On the device, open Esper Settings → Accessibility
Locate the Esper or Remote Control entry
Enable the accessibility permissions
Confirm the permission grant on-device

Step 6: Verify Remote Control is now active

Go to Devices & Groups → [Device Name] → Remote View
Confirm that Remote Control is now available and interactive
Test a control session to verify it works

If Remote Control still doesn't work

If you've completed all steps above and Remote Control remains unavailable, check the following:

Plugin-firmware mismatch: Verify the Supervisor plugin uploaded is signed for the exact firmware build currently running on the device. A version mismatch can silently prevent activation.
Accessibility permissions: Confirm the accessibility permissions were accepted on the physical device. Check Esper Settings → Accessibility again to verify they are enabled.
Multiple devices affected: If the issue persists across multiple devices of the same model after all steps, collect the information below and contact Esper Support.

When contacting support, provide:

Device serial number(s)
Device model
Current Esper Agent version
Current firmware build version
Supervisor plugin version you're using
Full device logs from Devices & Groups → [Device Name] → Logs

Still need help?

If Remote Control is still not functioning after following these steps, contact Esper Support. Include your device serial number, model, current software versions, and relevant device logs to help us resolve the issue quickly.