Supervisor Plugin (Remote Plugin) not available for new device model: source from existing tenant and upload manually

Android

Improved Title: Supervisor Plugin missing for device model — upload signed APK manually

When the Esper Supervisor Plugin is not available in the Esper repository for your device model, remote control functionality cannot be enabled until a compatible, OEM-signed APK is deployed to the device.

Why this happens

The Supervisor Plugin must be signed by the original equipment manufacturer (OEM) for each specific device model before Esper can distribute it. New or uncommon device models may not yet have a signed plugin in Esper's central repository. If a compatible signed version already exists on another tenant in your Esper environment, you can download it from there and upload it to your target tenant manually.

Before you begin

Confirm that another active tenant in your Esper environment has a deployed Supervisor Plugin for a compatible device model.
Confirm that the sourced APK is OEM-signed. Unsigned or modified plugins will not activate.
Have access credentials for both the source tenant and your target tenant.

Steps

Log in to the source tenant — the tenant in your Esper environment that already has the Supervisor Plugin deployed. This is typically an active production tenant with compatible hardware.
Locate the signed plugin APK. In the Esper Console, navigate to Apps & Configuration → Apps and find the Supervisor Plugin. Note the plugin version and confirm the device model it was signed for is compatible with your target devices.
Download the Supervisor Plugin APK to your computer. Keep the file accessible for the upload step.
Log in to the Esper Console for your target tenant — the tenant where the plugin is missing and where your devices are enrolled.
Upload the APK to your target tenant. Navigate to Apps & Configuration → Apps → Add App, select Upload APK, choose the downloaded Supervisor Plugin file, and wait for the upload to complete. Uploading the file directly ensures the OEM signature is preserved exactly as it was on the source tenant.
Deploy the plugin to your device group. Navigate to Devices & Groups → [Target Group Name] → Apps, select the Supervisor Plugin, and confirm the installation. Apply the change to the relevant device group.
Reboot one or more test devices to accelerate plugin activation. A manual reboot triggers the Esper Agent to finalize the plugin installation immediately rather than waiting for the next scheduled sync cycle.

Verify: Navigate to Devices & Groups → [Device Name] → Apps and confirm the Supervisor Plugin status shows as Active. Full activation across a device group can take up to 40–50 minutes without a reboot; rebooted devices should show Active within a few minutes.

If this doesn't resolve it

If the plugin remains inactive after deployment and a reboot, check the following before contacting support:

Esper Agent is outdated: Navigate to Devices & Groups → [Device Name] → Esper Software Updates and update the Esper Agent to the latest available version. Older agent versions may not activate newly uploaded plugins correctly.
APK model mismatch: Confirm that the sourced APK was signed for the same device model — not just a similar SKU in the same product family. Model variants within a product family often have separate OEM signing requirements and are not interchangeable.
Remote control still not working after Active status: This may indicate a model-level compatibility issue with the sourced APK.

If none of the above resolves the issue, contact Esper Support and provide the following:

Device model and Android version
Esper Agent version (visible under Devices & Groups → [Device Name] → Device Info)
The source tenant the APK was downloaded from
A screenshot of the plugin status from Devices & Groups → [Device Name] → Apps

Still need help?

If you're unable to source the Supervisor Plugin from your existing tenant or need assistance with the manual upload process, please submit a support ticket and include your new device model name and the tenant where the plugin is currently available.