Kiosk mode offline troubleshooting: use Hidden Dock to access Esper Settings and Wi-Fi without network connectivity

Android

When your device is in Esper kiosk mode and loses network connectivity at a remote location, you can use the Hidden Dock to access Esper Settings and restore Wi-Fi without IT support on-site. This article explains how to set up and use this feature.

Before you begin

The Hidden Dock must be enabled in your device's configuration before the device goes offline. Once a device loses connectivity, you cannot enable the Hidden Dock remotely. If your device is already offline and the Hidden Dock was not pre-enabled, you will need to physically retrieve the device or coordinate a factory reset with on-site personnel.

To prepare for offline troubleshooting, ask your Esper administrator to enable the Hidden Dock in your Blueprint or device-level settings before deployment.

How to access the Hidden Dock

On your device, perform the Hidden Dock gesture. This is typically a touch or swipe from a corner or edge of the screen while in kiosk mode. The exact gesture varies by device model and screen configuration.
Refer to the Accessing Esper Settings from the Hidden Dock documentation for the specific gesture for your device.
Once the dock appears, tap the Esper Settings app icon to launch it.

How to restore Wi-Fi connectivity from Esper Settings

Open the Hidden Dock (see above).
Launch Esper Settings.
Navigate to the Wi-Fi settings section.
Select your network SSID and enter the correct credentials.
If needed, configure proxy settings or APN details.
Confirm the connection is successful.

How to verify the device is back online

Once Wi-Fi is restored, wait a few moments for the device to re-establish contact with the Esper cloud.
Log in to the Esper Console.
Navigate to Devices & Groups.
Find your device and confirm its status shows Online.
Verify that telemetry and heartbeat signals have resumed.

Troubleshooting

The Hidden Dock gesture is not working

Verify the correct gesture for your specific device model and form factor by consulting the Accessing Esper Settings from the Hidden Dock documentation.
Some specialty devices (for example, radio-style hardware) may present the dock differently. Check the documentation for your device's form factor.

The Hidden Dock was not enabled before the device went offline

The Hidden Dock cannot be activated remotely on an offline device. The device will need to be physically retrieved for re-provisioning, or you must coordinate with on-site personnel to perform a factory reset and re-enroll the device.

Wi-Fi changes are not saving in Esper Settings

Confirm that your device's Esper agent version supports offline Wi-Fi configuration from the Hidden Dock. If the issue persists, contact Esper Support with your device model, Android OS version, and agent version.

The device came back online but is not checking in with the Esper Console

Collect logs from your device using the command: adb shell logcat -d -b all > dpc_logs.txt
Contact Esper Support with your device serial number, tenant ID, and the log file.

Things to know

The Hidden Dock provides access to Esper Settings only, not the full Android Settings app. The configuration options available are intentionally limited for security.
For remote-deployment use cases, ask your Esper administrator to include Hidden Dock enablement as a standard part of your provisioning Blueprint.

Still need help?

If you are unable to restore connectivity using the Hidden Dock, or if you have questions about setup and configuration, submit a support ticket. Include your device serial number, device model, Android OS version, and a description of the issue.