Hi @cameron,
On Android 13, remote control through Hexnode Assist depends on the Accessibility Service remaining enabled on the device. If Android disables the Accessibility Service, the session may still allow screen viewing, but full remote control will not work.
The most common causes are:
- Battery optimization or background restrictions stopping Hexnode Assist.
- Android security behavior disabling Accessibility after an app update or process restart.
- Custom Android builds or board-level power management behavior affecting background services.
Try the following:
– On the device, go to Settings > Apps > Hexnode Assist > Battery and set it to Unrestricted.
– In the same app settings area, disable options such as Pause app activity if unused, if available.
– In Hexnode UEM, go to Admin > General Settings > Battery Optimization for Android and enable the option to prompt users to disable battery optimization.
– During an app update, Android terminates the app process to install the new version. In some Android builds, this can cause active Accessibility Services used by the app to be turned off, requiring manual re-approval.
– If this started happening after app updates, go to Admin > General Settings > Hexnode App Updates and disable automatic updates for Hexnode UEM Android apps. You can then update in a controlled maintenance window and re-check Accessibility afterward.
Accessibility permissions cannot be silently granted through UEM on standard Android devices due to Android OS security restrictions. The permission must be enabled manually at least once on the device.
Regards,
Sienna Carter
Hexnode UEM
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