--- title: Remote Control Troubleshooting description: This guide explains how to troubleshoot and resolve issues when Remote Control (RC) is not functioning in Springdel Android Edge. --- [Skip to content](https://learn.springdel.com/knowledge/android-edge-remote-control-troubleshooting#main-content) [![Springdel Logo](https://learn.springdel.com/hs-fs/hubfs/SpringdelLogo-med2.png?width=138&height=30&name=SpringdelLogo-med2.png)](https://learn.springdel.com/knowledge?hsLang=en) - [Home](https://www.springdel.com/) - [Blog](https://blog.springdel.com/blog) Open main navigation Close main navigation - [Home](https://www.springdel.com/) - [Blog](https://blog.springdel.com/blog) - [Customer Portal](https://pages.springdel.com/support) [Customer Portal](https://pages.springdel.com/support?hsLang=en) Welcome. How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge Base](https://learn.springdel.com/knowledge?hsLang=en) 2. [Troubleshooting](https://learn.springdel.com/knowledge/troubleshooting?hsLang=en) 3. [Android Edge](https://learn.springdel.com/knowledge/troubleshooting?hsLang=en#android-edge) # Remote Control Troubleshooting ## 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 It provides a structured sequence to help you identify common causes — such as missing permissions, outdated app versions, invalid tokens, connectivity problems, or OEM-specific requirements — and restore Remote Control quickly and reliably. --- ### **1. Verify Software Versions** 1. Confirm the device is running the latest **Remote Control** and **Springmatic Core Agent** production versions. 2. If unsure, check your release notes or consult your Springdel support contact. --- ### **2. Check Accessibility Permission** 1. On the device, go to **Settings \> Accessibility \> Remote Control**. 2. Ensure the toggle for Remote Control is **enabled**. --- ### **3. Enable KNOX (Samsung Only)** 1. If the device is Samsung, open the **Remote Control** app. 2. Click **Activate** to enable **KNOX** support. --- ### **4. 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**. --- ### **5. 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. --- ### **6. 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. --- ### **7. 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: - [AWS Client Health Tool](https://clients.amazonworkspaces.com/Health.html) --- ### **Remote Debugging** If all else fails and the issue persists, please contact your **Springdel 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, or ensure the **Springdel Edge Tool** is installed. --- ### **Best Practices & Tips** - **Version First**: Always confirm the Remote Control app and Springmatic Core Agent are on the latest versions before deeper troubleshooting. - **Permissions Check**: Verify Accessibility is enabled, and KNOX is activated for Samsung devices, as these are the most common issues. - **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. - **Samsung Setup**: Include KNOX activation as a standard part of Samsung device provisioning. - **Performance Monitoring**: Regularly test connectivity and bandwidth on both the admin side and device side to minimize RC lag. - [Springmatic Overview](https://learn.springdel.com/knowledge/springmatic-overview?hsLang=en#main-content) - [Alerts](https://learn.springdel.com/knowledge/springmatic-overview?hsLang=en#alerts) - [Dashboard](https://learn.springdel.com/knowledge/springmatic-overview?hsLang=en#dashboard) - [File Management](https://learn.springdel.com/knowledge/springmatic-overview?hsLang=en#file-management) - [Sign-in Options](https://learn.springdel.com/knowledge/springmatic-overview?hsLang=en#sign-in-options) - [Type of OS](https://learn.springdel.com/knowledge/springmatic-overview?hsLang=en#type-of-os) - [User & Group Management](https://learn.springdel.com/knowledge/springmatic-overview?hsLang=en#user-group-management) - [Android Edge](https://learn.springdel.com/knowledge/android-edge?hsLang=en#main-content) - [Enrollment](https://learn.springdel.com/knowledge/android-edge?hsLang=en#enrollment) - [Profile Options](https://learn.springdel.com/knowledge/android-edge?hsLang=en#profile-options) - [Miscellaneous](https://learn.springdel.com/knowledge/android-edge?hsLang=en#miscellaneous) - [Android Enterprise](https://learn.springdel.com/knowledge/android-enterprise?hsLang=en#main-content) - [Enrollment](https://learn.springdel.com/knowledge/android-enterprise?hsLang=en#enrollment) - [Profile](https://learn.springdel.com/knowledge/android-enterprise?hsLang=en#profile) - [iOS](https://learn.springdel.com/knowledge/ios?hsLang=en#main-content) - [Enrollment](https://learn.springdel.com/knowledge/ios?hsLang=en#enrollment) - [Profile](https://learn.springdel.com/knowledge/ios?hsLang=en#profile) - [Windows](https://learn.springdel.com/knowledge/windows?hsLang=en#main-content) - [Enrollment](https://learn.springdel.com/knowledge/windows?hsLang=en#enrollment) - [Troubleshooting](https://learn.springdel.com/knowledge/troubleshooting?hsLang=en#main-content) - [Android Edge](https://learn.springdel.com/knowledge/troubleshooting?hsLang=en#android-edge) - [Tickets](https://learn.springdel.com/knowledge/troubleshooting?hsLang=en#tickets) - [Support](https://learn.springdel.com/knowledge/support?hsLang=en) [![Chill listening crop-3](https://learn.springdel.com/hs-fs/hubfs/springdel-blue-large.png?width=106&height=24&name=springdel-blue-large.png "Chill listening crop-3")](https://learn.springdel.com/knowledge?hsLang=en) Springmatic Knowledge Base Copyright © 2026, Springdel Technologies