Offline device removal leaves console entry visible: two-step process required to fully remove device from Esper Console

Android

When you remove an offline device from your Esper Console with factory reset options enabled, the device entry may remain visible even though removal was initiated. This happens because the device can't receive the factory reset command while offline. To fully remove the device from your console, you need to complete a two-step process.

Understanding the issue

When you select Remove Device on an offline or unreachable device with Factory Reset Device and Wipe External Storage

The device is no longer billable once removal is initiated, but the Esper Console entry persists because the wipe command is waiting for device acknowledgment that never arrives.

Step 1: Queue the factory reset (optional)

Skip this step if your device is permanently broken, lost, or you don't need it factory reset.

1. In the Esper Console, go to Devices & Groups.
2. Select the offline device you want to remove.
3. Click Remove Device.
4. Check both of these boxes:
   • Factory Reset Device
   • Wipe External Storage
5. Type remove device in the confirmation field.
6. Click Confirm.

This queues a factory reset command that will execute automatically if the device comes back online. If the device never comes back online, you'll proceed to Step 2 to remove the Esper Console entry.

Step 2: Remove the device from your console

1. In the Esper Console, go to Devices & Groups.
2. Find the same device and click Remove Device again.
3. Uncheck both boxes:
   • Factory Reset Device
   • Wipe External Storage
4. Type remove device in the confirmation field.
5. Click Confirm.

The device entry will be removed from your console immediately. This action deletes the device record from your console only and does not depend on device connectivity.

Verify removal

Check that the device no longer appears under Devices & Groups in your console. If you have organized devices into groups, confirm the device is removed from all relevant groups.

Troubleshooting

If the device entry still appears in your console after completing Step 2:

• Navigate to the device's Activity tab or Command History to check whether a prior wipe command is stuck in an Initiated state.
• If commands appear permanently stuck and the Esper Console entry cannot be removed through the UI, contact Esper Support with your device serial numbers and tenant ID.

Still need help?

If you're unable to remove a device from your console or have questions about the removal process, submit a support ticket and include the device serial number and your tenant ID.