Device not visible in Esper Console: user lacks access to the group the device belongs to

Android

When a provisioned device cannot be found in the Esper Console, the most common cause is that the signed-in user's role does not include access to the group the device belongs to.

Why this happens

Esper uses role-based access control (RBAC) to scope each user's visibility to specific device groups. If a device is assigned to a group that is not included in a user's access permissions, that device will not appear in search results or group listings — even though it is active and fully provisioned in the enterprise.

Before you begin

An Enterprise Admin account is required to grant group access or move devices between groups. If you do not have Enterprise Admin privileges, ask your administrator to complete the steps below on your behalf.

Step 1: Confirm the device exists in your enterprise

1. Sign in to the Esper Console using an Enterprise Admin account.
2. Navigate to Devices & Groups.
3. Search for the device by name or serial number.
   • If the device appears in the Enterprise Admin view, it exists in your enterprise. Continue to Step 2.
   • If the device does not appear even for an Enterprise Admin, it may be offline, deprovisioned, or registered under a different enterprise endpoint. See If this doesn't resolve it below.

Step 2: Identify the device's group

1. In Devices & Groups, click the device name to open its detail view.
2. Note the group name displayed in the device details. You will need this in the next step.

Step 3: Restore access

Choose one of the following two options depending on whether you want to update the user's permissions or move the device.

Option A — Grant the user access to the device's existing group

1. Navigate to Access Management → Users.
2. Click the affected user's name.
3. Click Edit.
4. In the group access section, add the group identified in Step 2. This gives the user visibility into all devices currently in that group.
5. Click Save.

Option B — Move the device to a group the user already has access to

1. In Devices & Groups, click the device name.
2. Click Actions → Move to Group.
3. Select a target group that the affected user already has access to.
4. Click Confirm. Moving the device to a new group immediately changes which users can see it, based on their existing group permissions.

Step 4: Verify

Verify: Ask the affected user to sign out of the Esper Console completely and sign back in — a full session refresh is required for permission changes to take effect. After signing back in, the user should search for the device in Devices & Groups and see it appear within their results immediately.

If this doesn't resolve it

If the device remains invisible after completing all steps above, or if an Enterprise Admin cannot locate it at all, collect the following information before contacting support:

• The device's Esper ID or serial number
• Your enterprise endpoint URL
• A screenshot of the Enterprise Admin's Devices & Groups search showing no results
• The affected user's role name and the groups currently assigned to that role

The device may be registered under a different enterprise endpoint, or it may have been deprovisioned. Contact Esper Support with the details above for further investigation.

Still need help?

If the steps above don't resolve the issue, submit a support ticket with your device model, Android version, Esper Agent version, and a description of what you've already tried — this helps the support team investigate without a follow-up.