Factory Reset command stuck in "Command Initiated" state when device is offline

Android

If a factory reset command remains stuck in "Command Initiated" state, it's usually because your device was offline when you initiated the command. Learn how to resolve this and complete the factory reset.

Before you begin

Understand the difference between two removal options:

• Factory Reset (Wipe + Remove) — Performs a complete factory reset on the device and removes it from the Esper Console. The device must be online to execute this command.
• Remove Only — Removes the device record from the Esper Console only. The physical device is NOT factory reset and retains all data and the Esper agent.

A factory reset command gets stuck in "Command Initiated" state when the device is offline at the time you initiate the command. The command waits in a queue until the device comes back online.

How to fix this — Device is accessible

1. Power on your device and connect it to an active internet connection.
2. Once the device is online, the queued factory reset command will automatically dispatch to the device.
3. The device will execute the factory reset and boot into its out-of-box factory state. The device entry will disappear from the Esper Console.
4. If the command does not execute after the device comes online, navigate to Devices & Groups → [Device Name] → Actions → Factory Reset and re-initiate the command.

How to remove a device from the Esper Console — Device is inaccessible

If your device is lost, damaged, or permanently unreachable, you can remove it from the Esper Console without performing a factory reset.

1. Navigate to Devices & Groups → [Device Name] → Actions → Remove.
2. Select Remove Only.
3. The device record is removed from the Esper Console. The physical device is not affected — it retains all data and the Esper agent.
4. If data sanitization is required, you must manually factory reset the device using the hardware reset procedure for your device model.

Troubleshooting

If the factory reset command remains stuck even after your device is confirmed online:

• Check the device health by navigating to Devices & Groups → [Device Name] → Telemetry. Verify that the Esper agent is running and communicating.
• If the agent appears healthy, try re-initiating the factory reset command from Devices & Groups → [Device Name] → Actions → Factory Reset.
• If the command is still stuck after these steps, contact Esper Support with your device serial number and the timestamp of the command.

Still need help?

If you've tried these steps and your issue persists, submit a support ticket. Include your device serial number, tenant ID, and the timestamp when you initiated the factory reset command.