Remote Control toggle reverts to "Off" on Rockchip C9D devices: deploy Supervisor Plugin

Android

Remote Control toggle reverts to Off on Rockchip C9D — deploy Supervisor Plugin

When Remote Control is enabled on a Rockchip C9D device, the toggle reverts to Off immediately after leaving Accessibility settings, even though Remote Viewing works normally.

Why this happens

Rockchip C9D devices require elevated system-level accessibility privileges to keep Remote Control active. The standard Accessibility permission prompt cannot grant this level of access. Without the Esper Supervisor Plugin — a signed system APK installed at the tenant level — the Remote Control service cannot maintain its enabled state and reverts to Off as soon as you navigate away.

Before you begin

Confirm that all of the following are true before proceeding:

• The device model is Rockchip C9D
• Remote Viewing (screen observation) works normally
• The Remote Control toggle reverts to Off immediately after exiting Accessibility settings
• The toggle is being set at Devices & Groups → [Device Name] → Remote Viewer → Remote Control

If all four conditions apply, deploying the Supervisor Plugin will resolve the issue.

Steps

1. Confirm the device model. Navigate to Devices & Groups → [Device Name] → Device Info and verify the device model is Rockchip C9D. The Supervisor Plugin build is model-specific and cannot be used on other hardware.
2. Request Supervisor Plugin deployment from Esper Support. Contact Esper Support and ask for the Supervisor Plugin for Rockchip C9D to be deployed to your tenant. The plugin is deployed at the tenant level, so a single deployment covers all Rockchip C9D devices in your account — no per-device action is required.
3. Wait for deployment confirmation. Esper Support will notify you when the plugin has been deployed. No action is needed on your end during this step.
4. Verify the plugin is installed on the device. Navigate to Devices & Groups → [Device Name] → Apps and confirm the Supervisor Plugin APK appears in the installed apps list. This confirms the tenant-level deployment has reached the device.
5. Test Remote Control. Navigate to Devices & Groups → [Device Name] → Remote Viewer → Remote Control and enable the toggle.

Verify: The Remote Control toggle should remain in the On state after you navigate away from Accessibility settings. Remote Control sessions should launch successfully within 30 seconds of enabling the toggle.

If this doesn't resolve it

If the toggle still reverts after the Supervisor Plugin is deployed:

• Reboot the device, then re-enable the Remote Control toggle and retest.
• If the toggle still reverts, confirm the plugin APK is present at Devices & Groups → [Device Name] → Apps. If it is missing, the tenant-level deployment may not have completed.
• If Remote Viewing is also not working — not just Remote Control — this indicates a separate connectivity or Esper Agent issue rather than a Supervisor Plugin issue.

Contact Esper Support with the following information to speed up resolution:

• Device serial number (found at Devices & Groups → [Device Name] → Device Info)
• Confirmation of whether Remote Viewing works or is also broken
• Screenshot of the Apps list showing whether the Supervisor Plugin APK is present

Still need help?

If the Remote Control toggle continues to revert to "Off" after deploying the Supervisor Plugin on your Rockchip C9D devices, please submit a support ticket and include your device model, Supervisor Plugin version, and a description of when the toggle reverts.