Last updated: Oct 22, 2026This document provides troubleshooting steps for common issues encountered while initiating or using Remote Control, Remote View, Unattended Remote Access, File Transfer, and screen sharing on Android devices.
Errors:
Reason: The remote control session could not be initiated because the required domains or ports are blocked or unreachable from the Android device or MDM server. SSL/TLS inspection or firewall/proxy restrictions may also interfere with communication.
Resolution:
Verify that the required URLs and ports are allowed in the network connected to both the Android device and the MDM server.
If a firewall or proxy is configured, add the required domains to the allowlist.
Ensure that SSL/TLS inspection or decryption is not blocking or modifying communication with the required domains.
Refer to the Firewall Configuration documentation for the required domains and ports.
After making the required network changes, restart the MDM server and retry the remote control operation.
If the remote session remains stuck at the loading stage and displays the following messages:
Errors:
Reason: The remote session was initiated, but the Android device has not established the required communication with the MDM server. This may occur due to network connectivity issues, an incorrect communication type, an unsupported device, or blocked FCM domains and ports.
Resolution:
Verify that the Android device has an active Internet connection.
Verify that FCM is selected as the device communication type in the Self Service App configuration. Refer to the Self Service App — Configure Mode of Communication documentation.
Verify that the device is GMS-supported.
Verify that the required FCM domains and ports are allowed in the networks connected to both the Android device and the MDM server. Refer to the FCM/GCM Registration Error documentation.
Sync the Self Service App on the device and retry the remote session.
Note: If Periodic Polling is configured as the communication type, device-server communication can take up to 60 minutes to be established. Therefore, the remote session may not start immediately.
Reason: Remote Control may not be available or may be displayed as Remote View if the device model is unsupported, the Universal Add-on is not configured correctly, the Self Service App is not distributed to the device, or the required permissions or OEM-specific activation steps are incomplete.
Resolution:
Verify that the device model is supported for Remote Control. Refer to the supported OEM/device list.
If the device model is not listed, verify whether the Universal Addon is enabled in the Self Service App Managed App Configuration. Refer to the Universal Plugin configuration documentation.
Verify that the Self Service App is distributed to the device.
Verify that the Universal Add-on is installed.
Verify that the required Accessibility permission is enabled for the Universal Addon.
For Zebra devices, verify that the required Remote Control activation steps have been completed. Refer to the Zebra Remote Control configuration documentation.
Reason: The Universal Add-on may not be displayed under Accessibility settings if it could not be installed because the device is unable to connect to the required ManageEngine domain. This can occur when communication is blocked or intercepted by a firewall, proxy, or security solution.
Resolution:
Verify that the device has an active Internet connection.
Verify that the following domain is allowed in the network connected to the device:
mdmdatabase.manageengine.com
If a firewall, proxy, or security solution is configured, ensure that the domain is not blocked or intercepted.
After allowing the required domain, initiate a remote session. Then, the Universal Add-on installation will be retired automatically. Once the installation is complete, try enabling the Accessibility permission for the Universal Add-on again.
Reason: Unattended Remote Access may not work if Remote Control is not supported or working on the device, the required Managed App Configuration is not enabled, the Self Service App is not distributed, or the device is not correctly configured in Kiosk mode.
Resolution:
Perform the following checks:
Start a manual remote session and verify whether Remote Control is supported and working on the device.
If manual Remote Control is not working, follow the troubleshooting steps in Remote Control is not working or only Remote View is available.
Verify that Unattended Remote Session Access is enabled in the Self Service App Managed App Configuration.
Verify that the Self Service App is distributed to the device. Refer to the Unattended Remote Session Access configuration documentation.
If the device is in Kiosk mode, verify that Kiosk mode is applied correctly and is not paused on the device.
Reason: The File Transfer option may not be available if the feature is not enabled in the Self Service App Managed App Configuration or if the Self Service App is not distributed to the device.
Resolution:
If File Transfer option is not displayed in the remote session:
Verify that File Transfer option is enabled in the Self Service App Managed App Configuration.
Verify that the Self Service App is distributed to the device.
Sync the Self Service App and retry the remote session.
For configuration details, refer to the File Transfer configuration documentation.
Reason: Screen-sharing image quality may appear poor when a low Colour Quality setting is selected for the remote session.
Resolution:
If the screen-sharing image appears unclear or has low quality:
Start the remote session.
Open the View options in the remote session.
Increase the Colour Quality setting.
Note: Increasing the colour quality can increase network bandwidth usage. On a slow or unstable network, this may cause additional screen-sharing delay.
Reason: Screen-sharing may be delayed or lagging due to a slow or unstable network connection between the Android device and the remote session.
Resolution:
Check the network connectivity
Start the remote session.
Open Network Statistics from the remote session options.
Check the Connectivity Status.
If the status is Excellent, the network connection is suitable for screen sharing.
If the status is Average or Poor, the network connection may be causing screen-sharing delays or lag.
If possible, switch the device to a faster and more stable network and retry the remote session.
For more information, refer to the Network Statistics documentation.
Reason: On Android 15 and later, Android applied additional protections to certain sensitive content, including some password and authentication fields. As a result, sensitive information may not be visible during screen sharing or remote control.
Resolution: No configuration change is required in ME MDM to bypass this platform restriction. Verify that the device is running Android 15 or later and that the missing content is a sensitive screen or password field.
For more information, refer to the Android Remote Troubleshooting documentation.
Reason: The Start Now prompt may not be displayed if the Android device is locked, if the remote-session notification is not visible on Profile Owner devices, or if network connectivity or required domain access is unavailable.
Resolution:
If the Start Now prompt is not displayed on the Android device:
Verify whether the device is locked with a passcode. If the device is locked, unlock the device. The Start Now prompt will be displayed after the device is unlocked.
For Android 12 and later Profile Owner devices, verify the device notification area for the notification used to start the remote session.
Verify the device's network connectivity.
Verify that the required domains are reachable as described in Unable to start Remote Control. A blocked or unreachable required domain can also prevent the remote session prompt from being displayed.
On an on-premises MDM server, you may see the following error:
Reason: The Zoho Account configured for Remote Troubleshooting on the on-premises MDM server may no longer be authenticated, preventing it from being used for Remote Control.
Resolution: Reauthenticate the Zoho account configured for Remote Troubleshooting on the on-premises MDM server.
For the steps to switch or reauthenticate the Zoho account, refer to the Switching the Zoho account used for Remote Troubleshooting documentation.
Reason:
For Assist integration in MDM On-Premises (OP), authentication requires a verified email address.
Authentication will fail if you attempt to sign in using:
A mobile number instead of an email address.
An unverified email address.
Resolution: Ensure that you sign in using a verified email address associated with your Zoho account.
If the issue persists after completing the above troubleshooting steps, collect the log and contact Support.