Remote Viewer unavailable on device: deploy Signed Supervisor Plugin to enable remote access

Android

When Remote Viewer is missing or greyed out on a device in the Esper Console, the Signed Supervisor Plugin has not yet been deployed to your tenant or to that specific device model.

Why this happens

Remote Viewer requires a Signed Supervisor Plugin — an on-device component that establishes the communication channel between the Esper Console and your device. This plugin is model-specific and must be deployed by Esper for each device SKU in your fleet. If your tenant is new, or if you have recently introduced a device model that has not been used before, the plugin will not be present and Remote Viewer will be unavailable.

Steps

1. Confirm Remote Viewer is unavailable. In the Esper Console, navigate to Devices & Groups → [Device Name] → Remote Viewer. If the option is missing or disabled, the Signed Supervisor Plugin is not installed on that device.
2. Collect your device and tenant details. You will need these when contacting Esper Support:
   • Your tenant name — visible in your Esper Console URL (for example, yourtenantname.esper.cloud)
   • The exact device model and SKU (for example, Lenovo M10 TB-X606FA) — different SKUs within the same product family require different plugin variants, so the exact SKU is critical
   • Serial numbers of all affected devices
   To find the model and SKU, navigate to Devices & Groups → [Device Name] and review the device details panel.
3. Submit a support request to Esper. The Signed Supervisor Plugin cannot be deployed from the Esper Console — Esper deploys it directly to your tenant on your behalf. Open a support request at support.esper.io and include your tenant name, device model and SKU, and the serial numbers of affected devices.
4. Allow 40–45 minutes for the plugin to install after deployment. Once Esper has deployed the plugin, it pushes automatically to online devices. Devices that are offline will not receive the plugin until they reconnect — confirm your devices are online by checking their status in Devices & Groups.
5. Reboot affected devices to accelerate installation. Rebooting immediately after Esper confirms the plugin has been deployed triggers installation right away rather than waiting for the automatic push window. In the Esper Console, navigate to Devices & Groups → [Device Name] → Actions and select Reboot.

Verify: Navigate to Devices & Groups → [Device Name] → Remote Viewer in the Esper Console. Remote Viewer should be available and allow you to initiate a remote session within 45 minutes of plugin deployment. If the option is still missing, confirm the device is online and repeat the reboot step.

If this doesn't resolve it

If Remote Viewer remains unavailable after 45 minutes, the device is confirmed online, and a reboot has been performed, contact Esper Support with the following information:

• Your tenant name
• The exact device model and SKU
• Serial numbers of affected devices
• The original support request reference number from Step 3
• Any error messages visible on the Remote Viewer screen

Still need help?

If you're still unable to access Remote Viewer after deploying the Signed Supervisor Plugin, submit a support ticket and include your device name, the deployment status of the Signed Supervisor Plugin, and any error messages displayed in the Remote Viewer.