Please check those points as below.
Confirm if DeployGate SDK is enabled on Product Flavor you use
Confirm If you use the latest SDK.
Confirm if the application is installed through DeployGate
If you try to to use Remote Logcat by an old DeployGate client application on less than Android 4.1, you would need to add android.permission.READ_LOGS on AndroidManifest.xml.
To see details please refer to this document.
If you cannot solve the problem by checking those points, please write Issue on https://github.com/DeployGate/deploygate-android-sdk.
If is difficult to write that due to confidential information, please mail us at help@deploygate.com.