Remote View requires Accessibility permission on new device model: obtain and upload OEM-signed Supervisor Plugin to resolve

Android

Remote View may require manual Accessibility permission setup on newly onboarded device models. This happens when an OEM-signed Supervisor Plugin hasn't been created for that device model yet. Follow these steps to obtain and upload the signed plugin so Remote View works automatically across your fleet.

Before you begin

You'll need to work with your device manufacturer (OEM) to sign the Supervisor Plugin APK with their platform keys. This process typically takes several days to weeks depending on OEM responsiveness.

Step 1: Identify your device model

In the Esper Console, go to Devices & Groups.
Select the affected device.
Open the Device Information tab and note the exact device model name (for example, Shimeta 3576E).

Step 2: Download the unsigned Supervisor Plugin

Download the latest unsigned Supervisor Plugin APK from your tenant:
```
https://your-tenant.esper.cloud/supervisor/latest_supervisor.apk
```
Replace your-tenant with your actual tenant name.

Step 3: Submit the APK to your OEM for signing

Share the unsigned APK with your device manufacturer.
Request that they sign it with the device's platform keys (not a standard developer or release key).
Wait for the OEM to return the signed APK.

Step 4: Send the signed APK to Esper Support

Once you receive the signed APK from your OEM, contact Esper Support.
Provide:
- The signed Supervisor Plugin APK file
- The exact device model name
- The Android OS version on the device
Esper Support will upload the signed plugin to your tenant and associate it with your device model.

Step 5: Verify automatic installation

Bring your affected device online (or ensure it's already connected to the Esper Console).
The signed Supervisor Plugin will install automatically within 30–40 minutes, or immediately after a device reboot.
To force installation, go to Devices & Groups → [Device] → Actions → Reboot.
After installation completes, Remote View should function without requiring manual Accessibility permission.

If Remote View still doesn't work

Plugin installed but Remote View still requires manual Accessibility permission: Verify with your OEM that they signed the APK with the correct platform keys, not a standard release key.
Auto-installation didn't happen within 40 minutes: Confirm the device shows as online in the Esper Console. Then reboot the device via Devices & Groups → [Device] → Actions → Reboot and wait another 10 minutes.
Plugin is installed but Remote View is broken: Contact Esper Support with your device model, Android OS version, and the signed APK file.
Backend upload failed or plugin didn't deploy to other devices of the same model: Contact Esper Support.

Important notes

Each device model requires its own signed Supervisor Plugin. A plugin signed for one model will not work on other models.
Once Esper Support uploads the signed plugin to your tenant, it automatically deploys to all devices of that model—no manual per-device setup is needed.
If you need a specific Supervisor Plugin version for older Android OS versions, confirm the version number with Esper Support before downloading.
If you regularly onboard new device models, consider starting the OEM signing process proactively as soon as a new model is introduced.

Still need help?

If you've followed these steps and Remote View still isn't working, submit a support ticket. Include your device model, Android OS version, tenant name, and any error messages you've seen.