Remote Viewer auto-disconnects on connect: backend session reset resolves it

Android

If your Remote Viewer session disconnects immediately after connecting to a device, a backend session reset may resolve the issue. This article walks you through diagnosing the problem and contacting Esper Support for a fix.

Before you begin

Confirm the following before proceeding:

• The device is online and visible in the Esper Console.
• The Esper Agent is active on the device.
• Your network allows WebSocket connections over HTTPS (port 443), which Remote Viewer requires.
• The device is not in a restricted network segment that blocks Remote Viewer traffic.

Step 1: Reproduce the auto-disconnect behavior

1. In the Esper Console, go to Devices & Groups.
2. Select the affected device.
3. Click Remote Viewer.
4. Observe whether the connection closes immediately after opening.

If the session remains stable, the issue may have resolved on its own. If it disconnects consistently, proceed to the next step.

Step 2: Gather device information

Collect the following details before contacting Esper Support:

• Device serial or ID — found in Devices & Groups → Device Details
• Esper Agent version — found in Devices & Groups → [Device Name] → Device Info
• Android OS version and device model
• ADB logs from a failed connection attempt — run adb shell logcat -s EsperDPC during a Remote Viewer connection attempt and look for WebSocket or session-related errors

Step 3: Contact Esper Support

If the auto-disconnect is consistent and reproducible, submit a support ticket and provide:

• The device serial/ID
• A description of the symptom: "Remote Viewer connects then immediately auto-disconnects"
• The device information from Step 2

Esper Support will perform a backend session reset for your device. This typically resolves the issue without requiring any changes on your device or account.

Step 4: Verify the fix

After Esper Support applies the backend reset, attempt a new Remote Viewer connection from the Esper Console. The session should now open and remain stable without disconnecting.

If the issue persists

If Remote Viewer continues to disconnect after the backend reset:

• Confirm your network allows WebSocket connections on port 443.
• Check whether other devices in the same network segment experience the same issue — if yes, the problem may be network-level rather than device-specific.
• Verify that Remote Viewer is not blocked by your device's Blueprint or lock task mode configuration.

Contact Esper Support again with these additional details and reference your original ticket.

Still need help?

If you need further assistance, submit a support ticket with your device serial, Esper Agent version, and a description of the issue.