Remote Viewer session repeatedly disconnects and reconnects across all Android devices

Android

Title: Remote Viewer repeatedly disconnects — network and browser troubleshooting

When a Remote Viewer session is active, the session drops and reconnects repeatedly across multiple Android devices, making remote management unusable.

Why this happens

Remote Viewer relies on a persistent WebSocket connection between your browser and the device. Corporate firewalls and proxies that enforce TCP idle-timeout policies will silently terminate long-lived connections, causing the session to drop. Browser state or a degraded device-side connection can produce the same symptom.

Steps

1. Identify the affected devices. In the Esper Console, go to Devices & Groups and note the Device IDs of two or three devices where the disconnects occur. Select devices from different models if possible — this helps determine whether the issue is model-specific or infrastructure-wide.
2. Request a bug report immediately after a disconnect. Start a Remote Viewer session on one affected device and wait for a disconnect to occur. Within one minute of the drop, navigate to Devices & Groups → [Device Name] → Actions → Request Bug Report and download the report when it is ready. The bug report captures device-side logs from the moment of the connection failure, which would be lost if you wait too long.
3. Capture a browser HAR file during the disconnect. A HAR file records all browser network activity and isolates whether the connection failure originates on the console side.
   • Open your browser's developer tools and go to the Network tab.
   • Enable HAR recording before starting the session.
   • Initiate a new Remote Viewer session on an affected device and keep recording until the session disconnects.
   • Export the HAR file immediately after the drop.
   For browser-specific instructions, search for "export HAR file" alongside your browser name.
4. Check that your network allows persistent WebSocket connections. Remote Viewer requires uninterrupted wss:// connections on port 443. Confirm the following with your network team:
   • Corporate proxies or firewalls do not block or intercept wss:// traffic to Esper relay endpoints.
   • No TCP idle-timeout policy is configured to terminate connections that appear inactive — WebSocket keep-alive frames can be misidentified as idle traffic.
   • Esper relay endpoints are whitelisted for persistent wss:// connections without timeout enforcement.
5. Test on an isolated network. Connect one affected device to a mobile hotspot or a network without a corporate proxy, then start a Remote Viewer session and keep it active for at least ten minutes.
   • If the session is stable on the isolated network, your corporate network configuration is the root cause. Work with your network team using the findings from step 4.
   • If the session still disconnects on the isolated network, the issue is device-side or infrastructure-related. Continue to step 6.
6. Capture device-level logs via ADB. If disconnects persist on an isolated network, connect the affected device to a computer with ADB installed and run the following command before reproducing the disconnect:

   adb logcat -s RemoteViewerService:V EsperAgent:V

   Keep the capture running through the disconnect event, then save the full output to a log file. These logs show exactly what the Esper Agent recorded at the moment the connection dropped.

Verify: After addressing network configuration or confirming the isolated network test, start a new Remote Viewer session and keep it active for at least fifteen minutes without interaction. A resolved session remains connected continuously and does not show the reconnecting indicator in the console toolbar.

If this doesn't resolve it

Contact Esper Support and include the following in your request:

• Device IDs of two or three affected devices
• Bug reports downloaded immediately after a disconnect (step 2)
• The exported HAR file from your browser (step 3)
• ADB logcat output captured through a disconnect event (step 6)
• Whether the isolated network test in step 5 reproduced or eliminated the issue
• A brief description of your network environment (corporate proxy, firewall vendor, VPN in use)

Still need help?

If you're still experiencing Remote Viewer disconnections after trying these steps, please submit a support ticket and include your device logs, network configuration details, and the frequency/pattern of the disconnections you're observing.