Remote Viewer session fails to create and Esper Console ticket form rejects spaces: browser cache as likely cause

Android

Title: Remote Viewer fails or Console form rejects spaces — clear browser cache

When browser cache becomes corrupted, Remote Viewer sessions fail to create and the Esper Console support form rejects text that contains spaces.

Why this happens

The Esper Console is a web application, and corrupted or stale cached data can interfere with JavaScript-dependent features like Remote Viewer session creation and form input handling. Clearing the cache forces the browser to reload a clean version of the Console.

Before you begin

Remote Viewer requires the target device to be online with the Esper Agent active. Confirm both before troubleshooting:

Open Devices & Groups → [Device Name] → Overview and confirm the device status shows Online.
Open Blueprints → [Blueprint Name] → Device Settings → Remote Viewer and confirm Remote Viewer is enabled on the applied blueprint.

Steps

Clear your browser cache and cookies. In Google Chrome, navigate to chrome://settings/clearBrowserData, set the time range to All time, check Cached images and files and Cookies and other site data, then click Clear data. Removing cookies alongside cached files ensures no partial session data continues to affect Console behavior.
Close and reopen Chrome completely. A full browser restart ensures the cleared cache takes effect before you return to the Console.
Test Remote Viewer. In the Esper Console, go to Devices & Groups → [Device Name] → Remote Viewer and click Create Session. The session status should change to Active and the live screen stream should load within 30 seconds.
Test the support form. Navigate to the support ticket form in the Esper Console and type a message that includes spaces. Confirm the input is accepted without errors.

Verify: Remote Viewer shows a status of Active with a live screen stream visible, and the support form accepts text with spaces. Both should be confirmed within one minute of completing the steps above.

If clearing the cache does not resolve it

Work through the following checks to isolate the cause:

Open an incognito window (Chrome: Ctrl+Shift+N / Cmd+Shift+N) and attempt Remote Viewer or the support form again. If the issue disappears in incognito, a browser extension is interfering — disable extensions one at a time to identify the cause.
Try a different browser (Firefox or Edge). If the issue is absent in another browser, the problem is Chrome-specific.
Reconfirm device connectivity. Return to Devices & Groups → [Device Name] → Overview and verify the device still shows Online. A device that goes offline between checks will prevent Remote Viewer from creating a session regardless of browser state.

If none of the above resolves the issue, contact Esper Support and include the following information:

Device name and current online status from Devices & Groups → [Device Name] → Overview
Browser name and version
A screenshot or exact text of any error message displayed
Whether the issue occurs in incognito mode and in a second browser

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.