Remote View/Control disconnects after “Checking” and Android file downloads fail on Samsung tabletsSolved

Hello,

Thanks for reaching out to Hexnode Connect.

Yes, this behavior strongly points to a network or connectivity restriction on your specific technician workstation, rather than a device-side or policy issue. Because another technician can successfully connect to the same tablets, we know the devices are online, accessible, and the Hexnode policies are functioning correctly.

When a remote session successfully reaches “Permission Granted” but drops at the “Checking” phase, and file browsing works but downloads fail, it typically means a VPN, firewall, or proxy on your local network is blocking or interrupting the necessary traffic required to establish the live stream or file transfer.

To resolve this, please try the following troubleshooting steps directly on your admin computer (the machine where you have the Hexnode portal open):

1. Disconnect and completely reconnect your VPN.
2. If your organization allows it, temporarily disable the VPN to test the connection over a standard network.
3. Switch your workstation to a different Wi-Fi network or a mobile hotspot to bypass local network firewall rules.
4. Retry the Remote View/Control session and file download from the portal.

In the vast majority of these cases, restarting the VPN on the admin machine or bypassing a strict local network filter will clear the block and allow your remote sessions and file downloads to connect normally.

I hope this helps. If you find any more issues or need further assistance feel free to reach out.

Best regards,
George,
Hexnode UEM