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Remote Control Troubleshooting

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 It provides a structured sequence to help you identify common causes — such as missing permissions, outdated app versions, invalid tokens, connectivity problems, or OEM-specific requirements — and restore Remote Control quickly and reliably.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

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.