Remote view stuck on loading and disconnecting – Samsung Knox tabletsSolved

Hi @emersyn,

I’ve seen a similar issue before. In my case, it was because the remote view app version on the device was outdated.

Can you check the app version installed on those tablets? If it’s not the latest version, try updating it and relaunching the remote view session. This might fix the issue.

Hello @ronnie, thanks for the tip!

I checked, and it turns out the remote view app was outdated on both tablets. I’ve updated it to the latest version and relaunched the session, but unfortunately, the issue persists. It still loads for a few seconds and then disconnects.

Anything else could I try?

Hi @emersyn, 

Thank you for confirming those details! Since updating the app didn’t fix the issue, let’s check out a few other possible causes. 

Please check the following: 

1. This issue could be caused by a network connectivity issue or a frozen end-point device (unresponsive remote-control gestures). Ensure both devices have checked in recently with Hexnode.
2. After confirming the above, try these steps:
   1. Restart the devices.
   2. Perform a Scan Device action on each device.
   3. Once the scan is complete, relaunch the remote view session.

This process refreshes the connection between the Hexnode agent and the remote view service. 

If the issue continues, please reach out to us so we can look into it more closely and identify the exact cause. 

Keep me posted on how it goes; I’ll be glad to assist you further! 

Regards, 
Ben Clarke 
Hexnode UEM 

Hey Ben! Just wanted to give an update, your solution worked!

I restarted the devices and performed a scan action from the Hexnode portal, and the remote view session connected successfully this time. Everything is running smoothly now.

Thanks a lot for the help!