Remote Viewer loses touch input after third-party Accessibility service is enabled

Android

When a third-party app with an Accessibility service is enabled on a managed device, Esper Remote Control loses touch input and gestures, switching to view-only mode. The Esper Console displays: Remote controller requires additional setup on the device. Once user approves remote control access on device, refresh this page.

Why this happens

On Android 15, activating a second Accessibility service causes the Android platform to invalidate the gesture injection channel that Esper Remote Control depends on. This happens even when the third-party service is passive and does not intercept or block gestures. The only permanent fix is a platform-signed Supervisor plugin, which gives the Esper Agent the elevated system permissions needed to maintain gesture dispatch alongside other Accessibility services.

Workaround while you arrange a permanent fix

If you need to restore touch input immediately, either of the following will temporarily re-enable Remote Control:

Toggle the third-party app's Accessibility permission off, then back on.
Reboot the device.

Touch input will stop working again the next time Android invalidates the gesture channel. Follow the steps below for a permanent resolution.

How to restore Remote Control permanently

Contact Esper Support and request the unsigned Supervisor plugin APK for your specific device model. Having the correct unsigned APK is required before your OEM can sign it.
Send the unsigned APK to your device manufacturer (OEM) or device reseller, along with Esper's Supervisor plugin setup documentation provided by Support. The OEM must apply a platform signature — a standard code-signing certificate is not sufficient.
Receive the platform-signed APK back from your OEM or reseller.
Send the platform-signed APK to Esper Support. The Esper team will upload it to your tenant.
Confirm deployment by navigating to Devices & Groups → [Device Name] → Apps and verifying that the updated Supervisor plugin version is listed on each affected device. Enrolled devices of that model receive the update automatically.
Re-enable the third-party app's Accessibility permission on the device, then open a Remote Control session from Devices & Groups → [Device Name] → Remote Control.

Verify: With the third-party Accessibility service active, Remote Control should accept full touch input and gestures without requiring a reboot or permission toggle. The view-only banner should no longer appear in the Esper Console.

If this doesn't resolve it

If your OEM or reseller is unable to platform-sign the APK, or if the signed APK does not restore touch input, contact Esper Support and include the following information:

Device manufacturer, model number, and Android version
Whether the issue affects a single device or multiple devices
A description of the third-party Accessibility service in use
Device logs and Esper Agent logs captured immediately after touch input stops working

Still need help?

If you're still experiencing touch input issues with Remote Viewer after enabling a third-party Accessibility service, submit a support ticket and include which Accessibility service you enabled, your device model, and the Esper MDM version you're running.