Remote Viewer access denied with permissions error: collect Device ID, screenshot, and reproduce to diagnose

Android

If you're seeing a permissions error when trying to access a device through Remote Viewer, follow these steps to diagnose the issue and collect the information needed to resolve it.

Before you begin

Remote Viewer requires your device to have specific permissions enabled, including SYSTEM_ALERT_WINDOW and Accessibility permissions. These permissions can be revoked by device firmware updates, OS updates, or device policies. Your device must also be online with an active connection to Esper's servers.

Step 1: Collect your Device ID

1. In the Esper Console, go to Devices & Groups → [Device Name] → Device Info.
2. Locate and note your Device ID.

Step 2: Capture the error message

1. Attempt to open a Remote Viewer session from Devices & Groups → [Device Name] → Remote Viewer.
2. Take a screenshot or screen recording of the exact error message that appears in the Esper Console.
3. If possible, also capture a screenshot of any error message displayed on the device itself.
4. Note the exact error state shown (for example, "session request timeout," "permission denied," or "agent unreachable").

Step 3: Check device connectivity

1. Go to Devices & Groups → [Device Name] → Overview.
2. Verify that your device shows as online.
3. Check the last check-in time to confirm the device is actively communicating with Esper.

Step 4: Review device permissions

1. Go to Devices & Groups → [Device Name] → Blueprint → Permissions.
2. Verify that Remote Viewer permissions are enabled in your applied Blueprint.
3. If permissions appear to have been revoked, re-apply your Blueprint to restore the required permissions.
4. Wait for the device to check in and receive the updated policy.

Step 5: Collect device logs (if online)

If your device is online and you have ADB access, pull the device logs to check for permission-related errors:

adb shell logcat -d | grep -i "remoteview\|esper\|permission"

Review the output for any messages related to Remote Viewer, Esper, or permissions.

Step 6: Test the fix

1. Return to Devices & Groups → [Device Name] → Remote Viewer.
2. Attempt to open a new Remote Viewer session.
3. Confirm that the session establishes without an error.

If the issue persists

• Multiple devices affected: If several devices across different groups show the same error, this may indicate a platform-level issue. Collect Device IDs and error screenshots from at least two devices and contact Esper Support.
• Outdated agent: Check the Esper Agent version on affected devices. If it's outdated, push an agent update through the Esper Console and retry Remote Viewer access.
• Device is offline: If your device is offline and you cannot collect logs through ADB, you'll need to use alternative methods to retrieve diagnostic data. Contact Esper Support for guidance on offline log collection.
• OEM-specific restrictions: Some manufacturers (Xiaomi, Huawei, Samsung with Knox) apply additional permission restrictions that can block Remote Viewer after an OS update. Verify your device's permission settings outside of the Esper Console and check for any battery optimization or permission management policies.

Still need help?

If you've followed these steps and Remote Viewer access is still blocked, submit a support ticket and include:

• Your Device ID(s)
• Screenshots of the exact error message
• Device online/offline status and last check-in time
• Output from the logcat command (if applicable)
• Esper Agent version
• Device firmware/OS version