Remote Viewer "Unable to establish connection" error resolves after device restart

Android

If you see the error "Unable to establish connection with the device. verify the network and try again" when trying to start a Remote Viewer session, this guide will help you resolve it.

How to start a Remote Viewer session

1. In the Esper Console, go to Devices & Groups.
2. Select the device you want to connect to.
3. Click Remote Viewer.
4. Click Start Session.

How to fix the connection error

If you see the connection error, restart the affected device:

1. Power off the device completely (a full restart, not just turning off the screen).
2. Power the device back on and wait for it to reconnect to the Esper Console. The device status should show Online.
3. Go back to Devices & Groups → [Device Name] → Remote Viewer.
4. Click Start Session again.

The Remote Viewer session should now launch successfully with a live screen stream visible in the Esper Console.

If the restart doesn't work

If a full device restart does not resolve the issue, try these additional steps:

• Try a different network: Connect the device to a different Wi-Fi network and attempt the session again. This helps determine whether the issue is network-specific (such as firewall rules or port blocking on the original network).
• Verify network access: Confirm that your network allows outbound access to Esper's remote viewer infrastructure. Corporate or enterprise networks with strict egress filtering may block the connections required for Remote Viewer.
• Collect a bug report: If the issue persists, collect a bug report immediately after the error occurs (before restarting the device). Go to Devices & Groups → [Device Name] → Actions → Request Bug Report. See Logs and Bug Reports for detailed steps.

Still need help?

If the steps above don't resolve your issue, contact Esper Support and include the following information:

• Device ID or serial number
• Device model and Android version
• The exact error message you see
• Bug report file (if collected)
• Which networks you've tested (if you tried multiple networks)