Device stuck on Zero-Touch Enrollment QR code loop after factory reset

Android

If your device is stuck in a continuous QR code loop after a factory reset, it may be registered in Android Zero-Touch Enrollment (ZTE). This article explains why this happens and how to resolve it.

Understanding the problem

Android Zero-Touch Enrollment is a Google-managed provisioning system. When a device serial number is registered in the ZTE portal by a reseller, manufacturer, or organization, the ZTE registration persists even after a factory reset. On the next boot with internet connectivity, the Android setup wizard detects the active ZTE registration and forces the MDM enrollment flow again, creating a loop back to the QR code scanner.

Esper cannot remove ZTE registrations it did not create. Only the original organization, reseller, or manufacturer that registered the device can remove it from ZTE.

Before you begin

Determine who originally registered your device in Zero-Touch Enrollment. This is typically:

Your device reseller or enterprise mobility management (EMM) partner
The manufacturer (such as Lenovo) if they registered it through their reseller portal
Your original organization, if you purchased the devices directly

Step 1: Contact your device manufacturer

Reach out to your device manufacturer's support team (for example, Lenovo Business Support). Provide your device serial number and request removal from Android Zero-Touch Enrollment. The manufacturer can either remove the registration themselves or contact Esper Support the request to your reseller.

Step 2: Work with your reseller (if needed)

If the manufacturer cannot resolve the issue, contact your original device reseller. They can log in to the Android Zero-Touch Enrollment portal and remove your device serial number from their account.

Step 3: Perform a factory reset

Once the ZTE registration is removed, perform a factory reset on your device:

Go to Settings → General Management → Reset → Factory Data Reset
Follow the on-screen prompts to complete the reset

Step 4: Verify the fix

After the factory reset, your device should proceed through normal Android setup without displaying a QR code scanner or any MDM enrollment screen. You should reach the standard Android home screen setup flow.

Still need help?

If you've removed the device from ZTE but the issue persists, or if you cannot identify who registered your device in Zero-Touch Enrollment, contact Esper Support. include your device serial number and a description of the issue.