Device stuck in "Registered" state: how to complete provisioning and move to "Onboarded"

Android

AndroidiOS

When a device appears in your Esper Console with a Registered status, it means Esper recognizes the device's identity, but provisioning has not yet completed. This article walks you through completing the provisioning process so your device moves to Onboarded status and becomes manageable.

Understanding the Registered state

A device in Registered status has had its serial number or IMEI added to your Esper tenant—either through CSV upload, Zero-Touch Enrollment, KME, or ABM—but the device has never connected to Esper to install the management agent and receive its configuration. Until the device completes the full provisioning flow, it cannot be managed.

This status is normal and expected. It simply means you need to physically provision the device to move it forward.

How to move a device from Registered to Onboarded

Verify the device appears in your tenant: In the Esper Console, go to Devices & Groups and search for your device by serial number or IMEI. Confirm its status shows as Registered.
Choose your provisioning method: Select one of the following based on your setup:
- 6-tap QR code method — Best for individual devices. On the device at the Android setup screen, tap rapidly 6 times to launch QR provisioning, then scan the QR code generated from your Esper Console.
- Zero-Touch, KME, or ABM — If you pre-registered the device through one of these portals, factory reset the device and power it on. It will automatically enroll if the enrollment configuration is correctly set up in that portal.
- Esper Provisioner app or ADB — Use these methods for devices already running Android. See the Help Center for step-by-step instructions for your chosen method.
Ensure the device has stable internet connectivity: The device must remain connected to the internet throughout provisioning so it can download the management agent and receive its configuration.
Complete the provisioning wizard on the device: Follow all on-screen prompts without interrupting the process. The device will install the management agent, accept the necessary permissions, and apply your assigned Blueprint.
Verify the status change: Return to Devices & Groups in the Esper Console and refresh. The device status should now show Onboarded or Active, and you should see full management capabilities available.

Troubleshooting provisioning issues

Device stops at the QR scan step:

Verify the QR code was generated from the correct tenant and Blueprint.
Confirm the device camera is functional and has permission to operate.

Device registered via Zero-Touch, KME, or ABM does not auto-enroll after factory reset:

Check the enrollment portal (Zero-Touch, KME, or ABM) to confirm the Esper Agent is correctly configured.
Verify the device IMEI or serial number is assigned to the correct enrollment profile.

Device stalls while waiting for admin or device owner permissions:

Note the exact error message and contact Esper Support with details about where the device stopped.

Device remains in Registered state even after factory reset and provisioning:

This may indicate a stale enrollment record or backend synchronization issue. Contact Esper Support with your device serial number or IMEI.

Multiple devices (10 or more) stuck in Registered state:

Contact Esper Support immediately. This may indicate a configuration issue affecting your tenant.

Important notes

The 6-tap QR provisioning method only works when the device is at the factory-reset welcome screen (the first screen of Android Setup Wizard). You cannot initiate it from within a fully booted Android operating system.
Devices added to your tenant via CSV upload will stay in Registered indefinitely until someone physically provisions them.
Zero-Touch and KME enrollments require the device to have internet connectivity on first boot and for the Esper Software Updates to be correctly configured in the enrollment portal.

Still need help?

If you've completed the provisioning steps and your device is still not moving to Onboarded status, submit a support ticket. Include your device serial number or IMEI and a description of which provisioning method you used.