Device stuck at provisioning Step 1 of 3: use hidden menu reset and alternate network to recover

Android

If your Android device is stuck at Step 1 of 3 during Esper provisioning, this guide will help you recover it. You'll use the hidden diagnostic menu and test an alternate network to identify and resolve the issue.

Before you begin

Make sure the Esper logo is visible at the bottom of your device screen. This indicates the provisioning interface is active and you can access the diagnostic tools.

Step 1: Access the hidden diagnostic menu

Locate the Esper logo at the bottom of your device screen.
Tap the logo repeatedly in quick succession (multiple taps, not a single tap).
The hidden diagnostic menu will appear.

Step 2: Reset the device

In the hidden diagnostic menu, select Reset Device.
Confirm the reset. This clears your current provisioning state and returns the device to a clean starting point.

Step 3: Switch to an alternate network

Network restrictions (such as corporate firewalls or proxy settings) often prevent provisioning from completing. Test with a different network:

Disconnect your device from its current network (corporate Wi-Fi, for example).
Connect to an alternate network, such as a personal mobile hotspot.

Step 4: Re-initiate provisioning

Restart the provisioning process on your device.
Depending on your provisioning method, either re-scan your QR code or re-enter your provisioning credentials.

Step 5: Verify successful provisioning

Confirm your device progresses through all three provisioning steps without stalling.
Open the Esper Console and navigate to Devices & Groups.
Verify your device appears in the list with an active or online status.

If the device still won't provision

Device advances on alternate network: Your original network is blocking Esper provisioning. Work with your network administrator to allow access to Esper endpoints, then reconnect to your primary network and re-provision.
Hidden menu is not accessible: If the Esper logo is not visible or the tap gesture doesn't work, perform a factory reset using your device's hardware key combination and attempt provisioning from the beginning.
Device stalls at Step 1 across multiple attempts: Collect diagnostic logs to identify the exact failure point:
```
adb shell logcat -d > dpc_logs.txt
```
Filter the logs for esper or Esper Agent tags to isolate provisioning errors. Include these logs when contacting support.
Multiple devices are affected: This may indicate a backend service issue. Contact Esper Support immediately.

Important notes

The hidden diagnostic menu is only available during active provisioning. It disappears once provisioning completes.
Switching to a personal hotspot is the quickest way to rule out network-layer blocks (corporate firewalls, proxy configurations, and captive portals are common causes of provisioning hangs).

Still need help?

If your device is still stuck after following these steps, contact Esper Support. Have the following information ready:

Your device model and Android version
Esper Agent version (if known)
Any error messages you see on the device
Diagnostic logs collected via ADB (if available)