See frequently asked questions for applications.
Our Enterprise app and/or the Esper app crashes. How do we resolve this?There are many reasons for app crashes. Some of the most common reasons include:
- The hardware does not support the app. Ask your app developer to check if your app is supported by the hardware you intend to have it run on.
- The Esper app crashes because the Enterprise app has an issue. Although sometimes hard to diagnose at first sight, try requesting a bug report whenever your device experiences a crash and taking note of the device’s ID and which version of the Esper Agent it’s running.
Why do I get “Awaiting Confirmation from Device” when I try to install an app?This message will show when the device experiences network issues. After a command is sent, the Esper cloud will wait for the device to acknowledge the confirmation. If it down not receive confirmation, it will show the message “Awaiting confirmation for the device.” You can try any of the following:
- Reboot the device.
- Ensure the Template or Blueprint have the correct Wi-Fri credentials.
- Ensure that the application you’re trying to install ins’t already installed on the device.
- Ensure the network signal is stable if using Wi-Fi
- Move the device closer to the Wi-Fi signal.
- Try connecting the device to a temporary hotspot to receive the command.
- If using the Play Store, ensure the application is available in the region the device is located in. Some applications in the Play Store are region restricted.
When does an approved Play Store application show under the list of the available apps?You approve Play Store apps in Esper's App section. Once we receive the approval information from Google, we display your applications. Sometimes it can take Google a while to send us this information which causes a delay.
Can I choose the version for a Play Store application to install?There is no version control with Play Store apps. You will always get the latest version. However, you can upload APKs and use a specific version using Esper Cloud.
Can I upgrade the APK file?You can upgrade an APK only if both versions have the same signature. Android doesn't allow the same app with varying signatures. You can:
- Try uninstalling the older APK and then push the latest one.
- Sign the latest APK with the same signature key as the former APK.
What is the maximum size of an APK that I can upload to the Esper Console?You can upload an APK up to 2 GB.
I am trying to install an application from Google Play( Esper Console > Apps > Play Store). I searched and approved the app. But the system throws an error: "Error performing the task." How do I resolve this?Make sure the app is not under development (EarlyAccess only). Alternatively, you can download APK from Google Play and upload it via the Esper Console.
I am not able to open my app as permissions are not provided to the app, and I am getting a message that the admin controls this?Sometimes customers are not able to use their apps that require extra permissions. They get messages such as “Permission needed” and “Action Not Allowed” when trying to change settings or open the app. In the Compliance policy or Blueprint, choose ‘Ask User’ for Run-time Permissions. This will allow the device users to give the required permission to the application.
Can I disable pre-loaded apps? What happens when I factory reset the device?Yes — you can disable pre-loaded apps. Navigate to Devices & Groups. Choose the device or Group. Then go to Apps > Preloaded Apps. Click on the ellipsis (...) and select Set App State > Hide.
Note: On the Console, system applications are shown under Preloaded apps. You cannot disable system apps.
If you factory reset the device, the device will take the App State as mentioned in the Provisioning Template or the Blueprint.
Why are my applications failing to install?App installations failures can occur for a variety of reasons. Some of the most common reasons are:
- App version already installed on the device.
- Unstable network connection at the time of provisioning.
- Unstable network connection and large file size.
- Using a temporary hotspot to install the application.
- Installing a different application to the device.
- Installing the application to a different device