App not updating on managed devices: gather device IDs and consolidate under single tracking ticket

Android

When an app update is pushed through the Esper Console, some or all managed devices may not install the new version, leaving the update stuck in a Queued, Scheduled, or Failed state.

Why this happens

App updates depend on a working MQTT connection between the device and Esper, an online Play Store session, and a Blueprint configuration that permits the new version. If any of these conditions are not met, the update command cannot complete.

Steps

1. Check the current update command status.
   Go to Devices & Groups → [Device Name] → Apps and locate the affected app. Note the exact status — Queued, Scheduled, Failed, or Success — as this determines which step to take next.
2. Confirm the Blueprint is not pinning an older version.
   Go to Blueprints → [Applied Blueprint] → Apps and check the version setting for the affected app. If the app is pinned to a specific older version, the Esper Agent will not install anything newer; update the Blueprint entry to allow the target version, then reapply the blueprint to the device or group.
3. Verify the device is online and MQTT-connected.
   Go to Devices & Groups → [Device Name] → Overview. The device status must show Online. An offline or intermittently connected device will hold commands in Queued state until connectivity is restored.
4. Retry the update manually.
   Go to Devices & Groups → [Device Name] → Apps, locate the affected app, and select the option to trigger a manual update. This issues a fresh command independent of any earlier failed attempt.
5. Collect device logs if the command remains stuck.
   If the status is still Queued after the device has been online for more than five minutes, collect logs using one of these methods:
   • Request a bug report directly from the Console: Devices & Groups → [Device Name] → Actions → Request Bug Report
   • Collect logs over ADB:

     adb shell logcat -s EsperAgent

   Save the output — you will need it if the issue requires further investigation.

Verify: Go to Devices & Groups → [Device Name] → Apps → Installed Apps and confirm the installed version matches the expected update. The Activity Feed entry for the update command should show Success. On a stable connection, this typically reflects within five minutes of the command being issued.

If this doesn't resolve it

If the update is still not installing after completing all steps, contact Esper Support and include the following:

• Device IDs of all affected devices (at minimum two to three representative examples)
• App package name and the version that is failing to deploy
• The command status shown in the Console
• Timestamp when the failure was first observed
• Any bug reports or ADB logs collected in Step 5

If seven or more devices are failing simultaneously, note this clearly — it may indicate a fleet-wide deployment issue or a Play Store policy change that requires broader 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.