Remote Viewer "active session on another device" error: refresh browser or use incognito window to recover

Android

If you see an "active session on another device" error when trying to start a Remote Viewer session, your browser may have cached stale session information. Follow these steps to recover access to your device.

Step 1: Try re-initiating the session

Open the Remote Viewer again by navigating to Devices & Groups → [Device Name] → Remote Viewer. The session lock may have cleared on its own.

Step 2: Hard-refresh your browser

If the error persists, force your browser to clear its cached session state:

• Windows/Linux: Press Ctrl+Shift+R
• macOS: Press Cmd+Shift+R

This hard refresh re-fetches the Esper Console and clears stale session information. Try opening Remote Viewer again.

Step 3: Use an incognito or private browsing window

If the error still appears after a hard refresh, open a new private browsing session with a clean browser state:

• Chrome: Press Ctrl+Shift+N (Windows/Linux) or Cmd+Shift+N (macOS)
• Firefox: Press Ctrl+Shift+P

Navigate to the Esper Console, sign in, and attempt the Remote Viewer session from there.

Step 4: Check for concurrent sessions

Verify that no colleague or other browser session has an active Remote Viewer connection to the same device. If another session is open, close it explicitly before you retry.

Step 5: Verify access

Confirm that Remote Viewer loads successfully and displays your device screen. The session indicator in the Esper Console should show your username as the active session holder.

If the error persists

Try these additional troubleshooting steps:

• Switch browsers. If you normally use Chrome, try Edge or Firefox to rule out a browser-specific cache issue.
• Check device responsiveness. Ask another admin with a separate Esper account to attempt Remote Viewer access to the same device. If they succeed and you cannot, the issue is isolated to your browser session, not the device.
• Wait for the session lock to expire. In rare cases, the backend session lock may take 15–30 minutes to clear automatically.

Still need help?

If you've tried all steps above and the error continues, contact Esper Support. provide:

• Device serial number
• Approximate time the session became stuck
• Steps you've already taken