Remote Viewer not functioning on Rhino T80 despite Accessibility and Remote Control services enabled: troubleshooting checklist and log collection steps

Android

If Remote Viewer isn't working on your Rhino T80 device even though you've enabled both the Esper Accessibility Service and Esper Remote Control, follow this troubleshooting guide to diagnose and resolve the issue.

Before you begin

Remote Viewer with interactive control (tap, swipe, input) requires both the Esper Accessibility Service and Esper Remote Control service to be active at the same time. If only one is enabled, you'll have view-only mode or no functionality.

Step 1: Verify both services are enabled

On your Rhino T80 device, open Settings → Accessibility → Installed Services. (The exact path may vary depending on your device's manufacturer.)
Confirm that Esper Accessibility Service is toggled ON.
Look for Esper Remote Control in the Accessibility section and confirm it is also toggled ON.
Take a screenshot of both settings for reference.

Step 2: Reboot your device

On some devices, accessibility services are revoked by the operating system after a reboot. Restart your Rhino T80 and immediately check the settings again.

Reboot the device.
After the device restarts, go back to Settings → Accessibility → Installed Services.
Verify that both Esper Accessibility Service and Esper Remote Control are still enabled.
If either is off, re-enable it.

Step 3: Test Remote Viewer

In the Esper Console, navigate to Devices & Groups → [Your Device Name] → Remote Viewer.
Start a remote session.
Try clicking, tapping, or entering text on the remote screen to test interactive control.

Step 4: Collect diagnostic logs if the issue persists

If Remote Viewer still doesn't work, collect a bug report from your device before rebooting—this preserves important diagnostic logs.

In the Esper Console, go to Devices & Groups → [Your Device Name] → Bug Report → Request Bug Report.
Wait for the report to be generated.
Download the report and prepare to share it with Esper Support.

Step 5: Check for policy conflicts

If your account uses a Blueprint with policies that restrict accessibility settings, those policies may override your manual settings. Check your device configuration:

In the Esper Console, navigate to Devices & Groups → [Your Device Name] → Device Info and note the Esper Agent Version and Android OS version.
If your account has a Blueprint assigned, go to Blueprints → [Blueprint Name] → Android Settings → Accessibility and verify that no policies are disabling accessibility services.
Test Remote Viewer on a single Rhino T80 device that is not part of any group to rule out a group policy conflict.

Step 6: Verify your Esper Agent is up to date

Older versions of the Esper Agent may not fully support Remote Viewer on non-standard hardware like the Rhino T80. Make sure your agent is current:

In the Esper Console, go to Devices & Groups → [Your Device Name] → Device Info.
Check the Esper Agent Version.
If an update is available, update the agent and retry Remote Viewer.

Still need help?

If you've completed all the steps above and Remote Viewer still isn't working contact Esper Support. Include the following information in your ticket:

The bug report collected from your affected device
Screenshots showing both Esper Accessibility Service and Esper Remote Control enabled
Your Esper Agent version (from Device Info)
Your Android OS and firmware version
Confirmation of whether the issue affects all Rhino T80 devices or only specific ones