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Remote Control Troubleshooting

1 min read

This guide explains how to troubleshoot and resolve issues when Remote Control (RC) is not functioning in Android Edge. It provides a structured sequence to help you identify common causes — such as missing permissions, outdated app versions, invalid tokens, connectivity problems, or OEM-specific requirements — and restore Remote Control quickly and reliably.


Verify Software Versions #

  1. Confirm the device is running the latest Remote Control and Agent production versions.
  2. If unsure, check your release notes or consult your support contact.

Check Accessibility Permission #

  1. On the device, go to Settings > Accessibility > Remote Control.
  2. Ensure the toggle for Remote Control is enabled.

Resolve “Device does not have RC Token” Problems #

  1. If you see the message “Device does not have RC Token”, send a Force Device Check-in from the console.
  2. Wait 1–2 minutes and confirm Last Seen is updated.
  3. Refresh the page and attempt Remote Control again.
  4. If it still fails, send a Reboot Command to the device and retry after 1–2 minutes.

Check for Firewall or Network Restrictions #

  1. Connect the device to a personal hotspot and test Remote Control.
    • If it works, the issue is likely firewall-related.
  2. Review and allow the required firewall rules for RC traffic.
  3. As a quick test, check if the device can access google.com or ping 8.8.8.8.

Verify Google Play Services #

  1. On the device, confirm that Google Play Services is up to date.
  2. Update if necessary and retry Remote Control.

Address Performance Issues (Slow or Laggy) #

  1. Test the internet speed on both the admin workstation and the device.
  2. Run the AWS Client Health Check to confirm connectivity to servers:


Remote Debugging #

If all else fails and the issue persists, please contact your support personnel. They will arrange a remote debugging session for your device.

Before the session, please prepare the following:

  1. Set up AnyDesk on the remote debugging laptop.
  2. Download Vysor on the remote debugging laptop.
  3. Connect the target device to the laptop:
    • Ensure Developer Options and USB Debugging are turned on.
    • Turn on Vysor on the laptop.
    • Prepare the ADB Package on the laptop


Best Practices & Tips #

  • Version First: Always confirm the Remote Control app and Agent are on the latest versions before deeper troubleshooting.
  • Permissions Check: Verify Accessibility is enabled
  • Early Token Reset: Use Force Device Check-in early to resolve missing RC tokens and refresh device status.
  • Firewall Readiness: Document and pre-approve firewall rules to prevent recurring network-related issues.
  • Performance Monitoring: Regularly test connectivity and bandwidth on both the admin side and device side to minimize RC lag.