Remote Viewer session fails to launch: device is offline — bring device online to restore remote access

Android

Remote Viewer requires your device to be connected to the internet. If your device is offline, you won't be able to start a Remote Viewer session. This article explains how to bring your device online and restore remote access.

Before you begin

Check your device status in the Esper Console. Navigate to Devices & Groups → [Device Name] → Overview and verify that the device shows Offline. If the device shows Online but Remote Viewer still won't launch, skip to the If the device is online but Remote Viewer still fails section below.

How to bring your device online

Physically locate your device.
Connect it to a network using one of these options:
- Connect to a Wi-Fi network with internet access, or
- Connect via a mobile hotspot if cellular is available.
Return to Devices & Groups → [Device Name] → Overview and wait for the device status to update to Online. This typically takes 30–90 seconds after network connectivity is restored.

How to start a Remote Viewer session

Navigate to Devices & Groups → [Device Name] → Remote Viewer.
Click Start Session.
The Remote Viewer window should open and display your device screen.

If the device is online but Remote Viewer still fails

If your device shows Online in the Esper Console but Remote Viewer won't launch, try these troubleshooting steps:

Check your Esper agent version: Navigate to Devices & Groups → [Device Name] → Overview → Device Info and verify the agent version is current. Outdated agent versions can cause Remote Viewer compatibility issues.
Check for network restrictions: Verify that firewall or network proxy rules at your organization don't block the Remote Viewer WebSocket and MQTT ports, even when general internet access is available.
Test on other devices: Try Remote Viewer on another device on the same network. If it works on other devices but not this one, the issue is device-specific. If it fails on all devices, the issue may be network-wide.
Collect device logs: Connect to your device via ADB and run:
```
adb shell logcat -d -f /sdcard/dpc_logs.txt
```

Still need help?

If you've tried these steps and Remote Viewer still isn't working, contact Esper Support. Include your device serial number, agent version, and any device logs you've collected.