App installation fails: device stuck in 'PERMISSION POLICY PROCESSED' state — recovery steps

Android

If your device is stuck in a PERMISSION POLICY PROCESSED state instead of becoming Active, apps will fail to install. This article explains how to recover your device and complete provisioning.

Before you begin

Check your device status in the Esper Console. Go to Devices & Groups → [Device Name] → Overview and confirm the device shows PERMISSION POLICY PROCESSED rather than Active. Devices in this intermediate state have not completed provisioning and cannot receive Blueprint policies or app installations.

Step 1: Factory reset your device

1. Perform a factory reset on the physical device to clear the incomplete provisioning state.
2. Refer to your device manufacturer's instructions for factory reset procedures.

Step 2: Re-provision the device

1. Re-provision the device from scratch using your enrollment method:
   • QR code
   • Zero-Touch
   • KME
   • Other method you originally used
2. Allow the provisioning flow to complete fully. Wait until the device reaches Active status in the Esper Console.

Step 3: Run the Converge action

If the device shows as Active but the app still has not installed:

1. Go to Devices & Groups → [Device Name] → Actions.
2. Click Converge. This forces your device to sync with its assigned Blueprint and re-attempt all pending policies and app installations.

Step 4: Verify the app installed

1. Confirm the device status is Active in the Esper Console.
2. Go to Devices & Groups → [Device Name] → Apps.
3. Verify the target app now shows as Installed.

Troubleshooting

The Converge option is not visible in the Actions menu

The Converge action only appears when your device is fully Active. Verify:

• The device status has fully transitioned to Active (not PERMISSION_POLICY_PROCESSED or another intermediate state)
• Your user account has Device Management permissions in the Esper Console

The device returns to PERMISSION_POLICY_PROCESSED after re-provisioning

This indicates a persistent provisioning issue. Collect device logs to investigate:

1. Connect the device via USB to a computer with ADB installed.
2. Run the following command:

   adb shell logcat -d -s EsperDevicePolicy

3. Review the logs for errors during the permission policy application stage.
4. Check your provisioning configuration for issues such as:
   • Incorrect Esper Agent extras
   • Network restrictions during initial setup
   • Conflicts in your assigned Blueprint

The app fails to install even after a successful Converge

The issue may be related to Apps & Configuration rather than provisioning. Verify:

• App compatibility with your device
• Managed Google Play configuration
• Blueprint app version targeting

Still need help?

If you continue to experience issues after following these steps, contact Esper Support. Provide your device serial number and the exact state it is stuck in so we can investigate further.