Blueprint convergence stuck on Esper page: app uninstall timeout blocks converge on specific device models

Android

When a Blueprint is applied to a device, the device becomes stuck on the Esper management screen and convergence never completes because an app uninstall is timing out.

Why this happens

During Blueprint convergence, the Esper Agent must uninstall apps that are no longer in the Blueprint before it can apply the new configuration. If an app holds device administrator or accessibility service permissions, Android blocks the uninstall at the OS level. The Esper Agent times out waiting for the uninstall to succeed, and convergence halts.

Before you begin

Confirm the affected device shows as Online in Devices & Groups.
Confirm you have device management permissions in the Esper Console.
Confirm ADB (Android Debug Bridge) is installed on your computer and USB debugging is enabled on the affected device.

Steps

Identify the blocking app. In the Esper Console, go to Devices & Groups → [Device Name] → Apps. Locate the app that failed to uninstall — it will remain listed with its current installed version. Note its package name exactly as shown (for example, com.example.app).
Attempt uninstall from the Esper Console. On the same Apps screen, select the app and choose Uninstall. If the operation returns a timeout error, the app is resisting uninstall at the OS level and you must proceed with the steps below.
Switch the device to Multi-App mode if it is in Kiosk mode. Go to Devices & Groups → [Device Name] → Settings and check the current device mode. Kiosk mode restricts certain OS-level operations; switching to Multi-App mode removes that restriction before you retry. If the device is already in Multi-App mode, skip to step 4.
Check whether the app holds device administrator privileges. Connect the device via USB and run:
```
adb shell dpm list-owners
```
If the app's package name appears in the output, revoke its device administrator privileges. On the device, go to Settings → Security → Device Admin Apps, select the app, and deactivate it.
Check whether the app holds accessibility service permissions. Run:
```
adb shell settings get secure enabled_accessibility_services
```
If the app's package name appears in the output, go to Settings → Accessibility on the device, locate the app's service, and disable it.
Force-stop and uninstall the app via ADB. Run the following commands in order, replacing com.example.app with the actual package name identified in step 1:
```
adb shell am force-stop com.example.app
```
```
adb shell pm uninstall com.example.app
```
Wait for each command to return a Success result before continuing.
Re-trigger Blueprint convergence. In the Esper Console, go to Devices & Groups → [Device Name] and apply the Blueprint again. This restarts the convergence process now that the blocking app has been removed.

Verify

Verify: The device should exit the Esper management screen and return to its normal home screen within 5–10 minutes. In Devices & Groups → [Device Name] → Blueprint, the convergence status should show Compliant. The previously blocking app should no longer appear under Apps.

If this doesn't resolve it

If the app cannot be uninstalled after completing all steps above, contact Esper Support and include the following information:

Device model and Android OS version for each affected device
Esper Agent version, found at Devices & Groups → [Device Name] → Device Info
Full convergence error log, found at Devices & Groups → [Device Name] → Activity Feed
Output of both ADB commands from steps 4 and 5
The exact package name of the app that failed to uninstall

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.