Remote Viewer shows "Esper Agent is no longer available" on iOS devices

iOS

When starting a Remote Viewer session on an iOS device enrolled in Esper, the Esper Console displays the error Esper Agent is no longer available and the session fails to connect.

Why this happens

Remote Viewer relies on the Esper Agent running actively in the background and having permission to receive notifications. If iOS has suspended the Esper Agent, revoked its notification access, or restricted Background App Refresh, the agent cannot respond to the session request from the Esper Console.

Steps to resolve

1. Force-close the Esper Agent on the device. Open the App Switcher by swiping up from the bottom of the screen (or double-pressing the Home button on older models), locate the Esper Agent card, and swipe it up to close it. This clears any suspended state that prevents the agent from accepting a new connection.
2. Relaunch Esper Agent. Tap the Esper Agent icon on the home screen to start a fresh session.
3. Check notification permissions for Esper Agent. On the device, go to Settings → Esper Agent. If a Notifications section is visible, confirm the toggle is enabled. If only Siri & Search and Background App Refresh are shown, this step does not apply to your iOS version — continue to the next step.
4. Reset Background App Refresh. On the device, go to Settings → Esper Agent → Background App Refresh. Toggle it off, wait 10 seconds, then toggle it back on. This forces iOS to re-register the agent's background communication channel.
5. Retry the Remote Viewer session. In the Esper Console, go to Devices & Groups → [Device Name] → Remote Viewer and select Start Session. Confirm that a Start Broadcast prompt appears on the device.
6. Apply a Blueprint convergence if the prompt does not appear. In the Esper Console, go to Devices & Groups → [Device Name] → Blueprint and select Apply. This pushes a fresh configuration to the device and re-establishes the agent's connection. Wait 60 seconds, then retry Remote Viewer → Start Session.

Verify: A successful session displays the device's live screen inside the Esper Console. The Esper Agent is no longer available error no longer appears when starting a session.

If this doesn't resolve it

If the error persists after completing all steps, contact Esper Support and include the following information:

• iOS version and Esper Agent version (visible under Settings → General → VPN & Device Management → Esper Agent)
• A screenshot of the Esper Agent is no longer available error as shown in the Esper Console
• Whether the Notifications toggle is visible under Settings → Esper Agent, and which permission options are listed
• Whether the issue affects all iOS devices on the account or only specific devices

Still need help?

If you're still experiencing the "Esper Agent is no longer available" error on your iOS devices, please submit a support ticket and include your device model, iOS version, and the exact error message you're seeing in Remote Viewer.