Factory or OEM app not installing despite Blueprint configuration

Android

When a factory or OEM application (such as com.unitech.scanservice) is listed under Manage Applications in a blueprint but does not install on provisioned devices, the app either silently fails or never appears on the device.

Why this happens

Esper can only enable packages that already exist in the device's firmware image. If the OEM did not bundle the application in the firmware variant on your devices, or if the package has been disabled at the system level, Esper has nothing to enable — the blueprint instruction is simply ignored. Firmware variants can differ even across identical device models, which is why the app may install on some devices but not others.

Steps

Confirm the package exists in the device firmware.
Connect to the device using ADB and run:
```
adb shell pm list packages | grep <package_name>
```
Replace <package_name> with your package identifier (for example, com.unitech.scanservice). If the package does not appear in the output, it is not present in the firmware image and Esper cannot install or enable it. Skip to the resolution options below.
Check whether the package is disabled at the system level.
Run:
```
adb shell pm list packages -d | grep <package_name>
```
The -d flag filters for disabled packages only. If your package appears here, it exists in the firmware but has been disabled and needs to be re-enabled.
Attempt to enable the package manually.
Run:
```
adb shell pm enable <package_name>
```
If the command returns Package enabled, the system permits enablement and Esper should be able to manage the package through the blueprint. If the command returns an error or is refused, the device has a policy or firmware restriction that prevents enablement — contact your OEM.
Verify the app status in the Esper Console.
Go to Devices & Groups → [Device Name] → Apps and confirm the package appears with a status of Active/Enabled. If it does not appear, re-push the blueprint by navigating to Devices & Groups → [Device Name] → Compliance Policy and applying the blueprint again.
Compare firmware versions if the issue affects only some devices.
If the app installs on some devices but not others under the same blueprint, run the following on both a working and a failing device to identify firmware differences:
```
adb shell getprop ro.build.fingerprint
adb shell getprop ro.build.version.release
```
Differing output confirms that the devices are running different firmware variants — the failing devices may simply not include the package in their firmware build.
Validate on an unmanaged device of the same model.
Test an identical, out-of-box device that has not been enrolled in Esper. If the factory app is absent there too, the issue is a firmware omission by the OEM — not an Esper configuration problem.

If the package is not present in the firmware

Esper cannot install a package that does not exist in the device firmware. Use one of the following options:

Re-image the device — obtain a firmware image from your OEM that includes the required package, then re-provision the device.
Install as a private app — obtain the APK directly from your OEM and upload it to Apps & Configuration → Private Apps. Once uploaded, add it to your blueprint under Manage Applications as a private app install.

Verify: After re-applying the blueprint or installing the private APK, go to Devices & Groups → [Device Name] → Apps and confirm the package status shows Active/Enabled. Run adb shell pm list packages | grep <package_name> one final time to confirm the package is listed and not disabled. Changes should reflect within 5 minutes of the blueprint being applied.

If this doesn't resolve it

Collect the following before contacting Esper Support:

Output of adb shell pm list packages | grep <package_name> from an affected device
Output of adb shell getprop ro.build.fingerprint from both a working and a failing device (if applicable)
The exact package name as entered in the blueprint under Manage Applications
A screenshot of the app entry in Devices & Groups → [Device Name] → Apps
Device make, model, and Android version

Contact Esper Support with the above information.

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.