{"id":35770,"date":"2021-07-27T08:54:56","date_gmt":"2021-07-27T08:54:56","guid":{"rendered":"https:\/\/www.hexnode.com\/mobile-device-management\/help\/?p=35770"},"modified":"2024-11-18T12:38:34","modified_gmt":"2024-11-18T12:38:34","slug":"how-to-fix-remote-view-and-control-issues-for-android","status":"publish","type":"post","link":"https:\/\/www.hexnode.com\/mobile-device-management\/help\/how-to-fix-remote-view-and-control-issues-for-android\/","title":{"rendered":"How to fix Remote View and Control issues for Android?"},"content":{"rendered":"<h2>Overview<\/h2>\n<p>Remote View is a feature that enables live-streaming endpoint-device screen activity directly into your Hexnode UEM portal. Remote Control is an add-on feature to this that supports touch and gesture input mirroring on the endpoint device. This article will guide you through steps to troubleshoot issues concerning these features.<\/p>\n<h2>Pre-requisites<\/h2>\n<p>Verify that your device OS and enrollment type supports the feature and the Hexnode MDM or Hexnode for Work, and Hexnode MDM Remote View or Hexnode Assist apps are installed.<!--more--><\/p>\n<p><i>Support chart &#8211; <\/i><\/p>\n<p><!-- Table 2 starts -------------------------------- --><\/p>\n<table>\n<tbody>\n<tr>\n<th><strong>Device Platform<\/strong><\/th>\n<th><strong>Version<\/strong><\/th>\n<td><strong>Enrollment<\/strong><\/td>\n<td><strong>Remote View<\/strong><\/td>\n<td><strong>Remote Control<\/strong><\/td>\n<\/tr>\n<th rowspan=\"5\">Android<\/th>\n<th rowspan=\"3\">5.0+<\/th>\n<td>Regular<\/td>\n<td>\u2705<\/td>\n<td>\u2705<\/td>\n<\/tr>\n<tr>\n<td>Enterprise \u2013 Profile owner<\/td>\n<td>\u274c<\/td>\n<td>\u274c<\/td>\n<\/tr>\n<tr>\n<td>Enterprise \u2013 Device owner<\/td>\n<td>\u2705<\/td>\n<td>\u2705<\/td>\n<\/tr>\n<tr>\n<th rowspan=\"1\">5.0+<\/th>\n<td>Rooted<\/td>\n<td>\u2705<\/td>\n<td>\u2705<\/td>\n<\/tr>\n<tr>\n<th rowspan=\"1\">7.0+<\/th>\n<td>Knox Activated<\/td>\n<td>\u2705<\/td>\n<td>\u2705<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><!-- Table 2 ends --><\/p>\n<p><!-- Notes ------------------------------------ --><br \/>\n    \t\t<div class=\"hts-messages hts-messages--info  hts-messages--withtitle hts-messages--withicon \"   >\r\n    \t\t\t<span class=\"hts-messages__title\">Note:<\/span>    \t\t\t    \t\t\t\t<p>\r\n    \t\t\t\t\tAndroid Enterprise does not allow remote view outside the work container to consider user privacy, therefore, remote view is not enabled on Profile owner enrolled devices.    \t\t\t\t<\/p>\r\n    \t\t\t    \t\t\t\r\n    \t\t<\/div><!-- \/.ht-shortcodes-messages -->\r\n    \t\t<\/p>\n<p>In case the Hexnode MDM Remote View\/Hexnode Assit app is not installed on your Samsung Knox\/Android device, you may send an installation prompt from the portal.<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Screen-Shot-2021-01-11-at-3.12.20-AM.png\" alt=\"Hexnode allows you to send an installation prompt to your device from the portal with the click of a button.\" width=\"1203\" height=\"710\" class=\"alignnone size-full wp-image-34568\" srcset=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Screen-Shot-2021-01-11-at-3.12.20-AM.png 1203w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Screen-Shot-2021-01-11-at-3.12.20-AM-300x177.png 300w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Screen-Shot-2021-01-11-at-3.12.20-AM-1024x604.png 1024w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Screen-Shot-2021-01-11-at-3.12.20-AM-768x453.png 768w\" sizes=\"auto, (max-width: 1203px) 100vw, 1203px\" \/><\/p>\n<h2>Android general issues<\/h2>\n<h3>My portal keeps showing \u2018Connecting to device\u2019 status<\/h3>\n<p>This issue is caused by one of the following scenarios &#8211; <\/p>\n<ul>\n<li>The device is locked.<\/li>\n<li>Screen Recording permission is not granted.<\/li>\n<li>The device is not getting properly synced. <\/li>\n<\/ul>\n<p>To solve this issue please follow these recommended steps &#8211; <\/p>\n<ol>\n<li>Ensure the endpoint device is unlocked.<\/li>\n<li>Open <strong>Hexnode MDM Remote View\/Hexnode Assist<\/strong> app and grant permission.\n<p>OR <\/p>\n<p>If a pop-up shows up asking for \u2018Screen recording\/casting permission\u2019 on the end device, grant the required permission. <\/li>\n<div style=\"width: 1280px;\" class=\"wp-video\"><!--[if lt IE 9]><script>document.createElement('video');<\/script><![endif]-->\n<video class=\"wp-video-shortcode\" id=\"video-35770-1\" width=\"1280\" height=\"720\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/mp4\" src=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/ref-2_granting-permission.mp4?_=1\" \/><a href=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/ref-2_granting-permission.mp4\">https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/ref-2_granting-permission.mp4<\/a><\/video><\/div>\n<li>On the portal, the remote view display should show status updates as \u2018Waiting for permission\u2019, \u2018Permission granted\u2019 and \u2018Checking\u2019. <\/li>\n<div style=\"width: 1130px;\" class=\"wp-video\"><video class=\"wp-video-shortcode\" id=\"video-35770-2\" width=\"1130\" height=\"720\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/mp4\" src=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/remote-view_ref-3.mp4?_=2\" \/><a href=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/remote-view_ref-3.mp4\">https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/remote-view_ref-3.mp4<\/a><\/video><\/div>\n<li>If the problem persists, restart remote viewing session and perform Scan device action on the portal or ask user to press <strong>Sync<\/strong> button from the Hexnode app.<\/li>\n<\/ol>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image6-485x1024.png\" alt=\"The Sync button is located on the top right corner of the app\" width=\"244\" height=\"512\" class=\"alignnone size-large wp-image-34576\" \/><\/p>\n<h3>I changed display quality from Low to High but the change is not reflecting<\/h3>\n<p>This issue occurs because when you change the quality settings on the portal, the command should sync and effectuate from the device end. <\/p>\n<p>To solve this issue please follow these recommended steps &#8211; <\/p>\n<ul>\n<li>Apply <a href=\"https:\/\/www.hexnode.com\/mobile-device-management\/help\/scan-devices-remotely-using-hexnode-mdm\/\" rel=\"noopener noreferrer\" target=\"_blank\">Scan device action<\/a> from your portal. <\/li>\n<li>Ask the user to press the Sync button in the Hexnode MDM app on the device end. <\/li>\n<li>Check your network speed. It should ideally be above 1 Mbps for this feature to function seamlessly.<\/li>\n<\/ul>\n<h3>My remote view display shows a black screen<\/h3>\n<p>Usually occurs when the device screen is locked. This happens because the screen recording session is not terminated on the device on a screen lock event. While the screen is locked and the session is active, it will show a black screen on the remote view display. <\/p>\n<h3>My remote view display shows a black line above and below the device screen<\/h3>\n<p>Screen recording in Android does not support screen rotation as it is in MPEG-4 format. When the device display is rotated, the recording will fit the rotated screen in the same video frame along with added black lines to cover the space.<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image7.png\" alt=\"The remote view display may add black lines on top and bottom to adapt the frame to device-end display\" width=\"271\" height=\"446\" class=\"alignnone size-full wp-image-34580\" \/><br \/>\n<!-- Notes 2 ------------------------------- --><br \/>\n    \t\t<div class=\"hts-messages hts-messages--info  hts-messages--withtitle hts-messages--withicon \"   >\r\n    \t\t\t<span class=\"hts-messages__title\">Note:<\/span>    \t\t\t    \t\t\t\t<p>\r\n    \t\t\t\t\t<br \/>\nRotating the remote view display will not result in de-rotation of the device screen on the broadcast.<br \/>\n    \t\t\t\t<\/p>\r\n    \t\t\t    \t\t\t\r\n    \t\t<\/div><!-- \/.ht-shortcodes-messages -->\r\n    \t\t<\/p>\n<h3>My remote view display shows a lock icon<\/h3>\n<p>This happens when the user locks the device or it auto-locks during a remote session. The remote view display shows a lock icon while the remote session is active but not terminated. For the admin to view the screen remotely, the user needs to unlock the device. <\/p>\n<h3>I have a Knox device but remote control does not work<\/h3>\n<p>Even though your device may support the Knox program, the feature may not support certain Knox versions\/API levels.<!--more--><\/p>\n<p>If the Knox activation prompt setup didn\u2019t show during the device enrollment process in the Hexnode MDM app.<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image8-485x1024.png\" alt=\"Upon successful device enrollment, the app on Samsung Knox devices show the Activate Samsung Knox page.\" width=\"243\" height=\"512\" class=\"alignnone size-large wp-image-34581\" srcset=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image8-485x1024.png 485w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image8-142x300.png 142w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image8-768x1621.png 768w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image8-728x1536.png 728w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image8-970x2048.png 970w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image8.png 1440w\" sizes=\"auto, (max-width: 243px) 100vw, 243px\" \/><br \/>\nOR<!--more--><\/p>\n<p>If the Agent Type does not show Samsung Knox under Hardware Info in the Device Summary page in your portal, then the Knox version is not compatible.<br \/>\n<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image9.png\" alt=\"The Agent Type label under Hardware info should show Samsung Knox in order for Knox to be activated with Hexnode\" width=\"709\" height=\"507\" class=\"alignnone size-full wp-image-34582\" srcset=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image9.png 709w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image9-300x215.png 300w\" sizes=\"auto, (max-width: 709px) 100vw, 709px\" \/><\/p>\n<h3>The remote view display is lagging significantly<\/h3>\n<p>Live broadcasting the device screen and viewing the stream on the portal requires significant network speed on both sides to enable this feature seamlessly.<\/p>\n<p>To solve this issue please follow these recommended steps &#8211;<\/p>\n<ol>\n<li>Please check your network connection speed and ensure it is above at least ideally 1 Mbps. <\/li>\n<li>Verify the same for the endpoint device. <\/li>\n<li>Troubleshoot network connectivity problem or connect to a better network. <\/li>\n<\/ol>\n<h3>The remote view display is stuck on a single screen<\/h3>\n<p>This issue could be caused by a network connectivity issue or a frozen end-point device (unresponsive remote-control gestures).<!--more--><\/p>\n<p>Follow the previous case to troubleshoot this case. In case, the endpoint device is frozen, it is recommended to initiate the <a href=\"https:\/\/www.hexnode.com\/mobile-device-management\/help\/restart-a-device-using-hexnode-mdm\/\" rel=\"noopener noreferrer\" target=\"_blank\">Restart command<\/a> from the device action list and restart the remote view session.<\/p>\n<h3>My portal shows \u2018Device disconnected\u2019\/\u2019Session expired\u2019 status<\/h3>\n<p>On Android, the session is usually terminated when the device is locked and inactive for more than 5 min.<!--more--><\/p>\n<p>This issue is also encountered in the case of a network handover (changing from cellular data to Wi-Fi). In such cases, the endpoint device screen activity recorded till the switch will be streamed and after that, the remote view session will be terminated automatically.<!--more--><\/p>\n<p>To resolve this issue, simply restart the remote view session. <\/p>\n<h3>My portal shows \u2018Another remote view session is running currently on your portal\u2019<\/h3>\n<p>This issue is usually caused by one of the following scenarios &#8211; <\/p>\n<ul>\n<li>Another user with Admin role has initiated remote view on your device resulting in a clash of interest. <\/li>\n<li>An old instance of remote view is persisting on the MDM Server.<\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image10-1024x532.jpeg\" alt=\"Under Remote view it says another remote view session is running currently on this portal\" width=\"1024\" height=\"532\" class=\"alignnone size-large wp-image-34583\" srcset=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image10-1024x532.jpeg 1024w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image10-300x156.jpeg 300w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image10-768x399.jpeg 768w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image10-1536x797.jpeg 1536w, https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/Image10.jpeg 1901w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p>To solve this issue please follow these recommended steps &#8211;<\/p>\n<ol>\n<li>Ensure no other user is attempting remote view on the same device or any device parallelly.<\/li>\n<li>Ensure the remote viewing App is functioning properly in Android. If it appears struck, long-press the app icon to enter App info and Force Stop the app. The user might be required to re-open the app to activate its processes. <\/li>\n<div style=\"max-width: 320px;\">\n<div style=\"width: 342px;\" class=\"wp-video\"><video class=\"wp-video-shortcode\" id=\"video-35770-3\" width=\"342\" height=\"720\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/mp4\" src=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/remote-view_ref-4_app-force-stop.mp4?_=3\" \/><a href=\"https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/remote-view_ref-4_app-force-stop.mp4\">https:\/\/cdn.hexnode.com\/mobile-device-management\/help\/wp-content\/uploads\/2021\/05\/remote-view_ref-4_app-force-stop.mp4<\/a><\/video><\/div><\/div>\n<li>Stop and restart remote viewing session.<\/li>\n<li>Grant permission to Record Screen on the endpoint device. <\/li>\n<li>If the above steps do not work, log out from the portal and retry after logging in. <\/li>\n<\/ol>\n<h3>Other Issues<\/h3>\n<p>If you are facing any other issue not listed here, please try the following steps &#8211; <\/p>\n<ol>\n<li>Check network speed. It is recommended to have a connection of at least 1 Mbps.<\/li>\n<li>Ensure the end device is unlocked.<\/li>\n<li>Stop and restart remote viewing session.<\/li>\n<li>Initiate <a href=\"https:\/\/www.hexnode.com\/mobile-device-management\/help\/scan-devices-remotely-using-hexnode-mdm\/\" rel=\"noopener noreferrer\" target=\"_blank\">Scan device action<\/a> on the end device from the portal.<\/li>\n<\/ol>\n","protected":false},"excerpt":{"rendered":"<p>Overview Remote View is a feature that enables live-streaming endpoint-device screen activity directly into your Hexnode UEM portal. Remote Control is an add-on feature to this that supports touch and gesture input mirroring on the endpoint device. This article will guide you through steps to troubleshoot issues concerning these features. Pre-requisites Verify that your device [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[198,195],"tags":[],"class_list":["post-35770","post","type-post","status-publish","format-standard","hentry","category-android-troubleshooting-docs","category-troubleshooting-guides"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to fix Remote View and Control issues for Android? - Hexnode Help Center<\/title>\n<meta name=\"description\" content=\"Troubleshooting Hexnode UEM Remote viewing and control issues for Android. 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