Removing bricked or offline devices from the Esper Console: uncheck Factory Reset to delete without powering on

Android

If you have Android devices in your Esper Console that are bricked, physically damaged, or powered off and cannot be turned on, you can remove them without triggering a factory reset. This article explains how to deregister permanently offline devices so they no longer count toward your billable device total.

Before you begin

Verify that the device is truly offline and unresponsive. You'll need Enterprise Admin permissions or higher to remove devices from the Esper Console.

How to remove a bricked or offline device

Log in to the Esper Console.
Go to Devices & Groups.
Locate the bricked or offline device. You can use the device list filters to identify offline devices more quickly.
Select the device by checking the checkbox next to its entry.
Click Actions in the toolbar and select Remove Device.
In the Remove Device dialog, uncheck the "Factory Reset" option. This removes the device from your console without sending a wipe command to the device.
Confirm the removal.

Verify the removal

The device should no longer appear in your Devices & Groups list. Check your next billing invoice to confirm the device count has been updated correctly.

Important: What happens to the device's data

Because you unchecked the Factory Reset option, Esper does not wipe the device's local storage. If the device is ever repaired and powered back on, it may still contain your enterprise data. If you have compliance or data-security requirements, physically destroy or independently wipe the hardware to ensure data is removed.

Removing multiple offline devices at once

You can remove several offline devices in a single action. Select multiple devices by checking the boxes next to each one, then follow steps 5–7 above.

Remove devices using the Esper API

Alternatively, you can deregister a device using the Esper API:

DELETE /v0/enterprise/{enterprise_id}/device/{device_id}/

This method forces server-side deregistration regardless of the device state and does not require the Factory Reset checkbox to be unchecked.

Troubleshooting

The Remove Device option is greyed out: Check whether the device belongs to a Group that enforces removal restrictions, or verify that your user account has sufficient permissions (Enterprise Admin or higher).
The device still appears after removal: Try removing it via the Esper API (see above).
Billing has not updated: Billing adjustments may take up to one billing cycle. Verify your next invoice reflects the correct device count.
The Factory Reset checkbox is disabled: Contact Esper Support with full console screenshots and the device IDs involved.

Still need help?

Submit a support ticket if you encounter any issues removing offline devices or need assistance with billing adjustments.