Re-adding removed devices to Esper: device is permanently deprovisioned and requires factory reset + reprovisioning

Android

When a device is removed from the Esper Console without a simultaneous factory reset, the device retains the Esper Agent and any Blueprint configurations but loses its connection to Esper — making it impossible to re-enroll or manage remotely until it is fully wiped.

Why this happens

Removing a device using the Remove Only option in the Esper Console deregisters the device from your tenant but leaves the Esper Agent installed and running. Because the Agent still holds its previous enrollment identity, Android blocks a new enrollment on the same device until the operating system is fully reset to factory defaults.

Before you begin

Identify which reset path is available to you. If the Blueprint applied to this device restricted the Settings app or hid navigation controls, the on-screen reset option may not be accessible. Work through the steps below in order — each step provides a fallback if the previous one is unavailable.

Step 1: Confirm the device is no longer in the Esper Console

1. Open the Esper Console and go to Devices & Groups.
2. Search for the device by name or serial number and confirm it does not appear in the device list. Once removed, the entry cannot be recovered — the device must be reprovisioned as new.

Step 2: Reset using Android Settings (preferred)

1. On the device, open Settings → System → Reset options → Erase all data (Factory reset).
2. Confirm the reset and allow the device to wipe and reboot.

If the Settings app is not accessible on the device screen — for example, because the Blueprint removed it from the launcher — proceed to Step 3.

Step 3: Reset using Esper Settings via the Hidden Dock

1. On the device, access the Hidden Dock using the gesture configured in your Blueprint (commonly a long-press on an empty area of the screen).
2. Open Esper Settings → Admin Settings → Factory Reset.
3. Confirm the reset and allow the device to wipe and reboot.

If the Hidden Dock is not available or Esper Settings does not appear, proceed to Step 4.

Step 4: Reset using hardware Recovery Mode

1. Power off the device completely.
2. Hold the hardware button combination for your device model to enter Recovery Mode. Common combinations include:
   • Power + Volume Down
   • Power + Volume Up
   Consult your device manufacturer's documentation for the exact combination for your model.
3. Once in Recovery Mode, use the Volume keys to navigate to Wipe data / Factory reset.
4. Press the Power button to confirm and start the reset.
5. Wait for the wipe to complete. The device will reboot to the Android Setup Wizard.

Step 5: Reprovision the device

1. Once the device reaches the Android Setup Wizard, open the Esper Console and go to Devices & Groups → Provisioning.
2. Select your provisioning method — QR code, Zero-Touch, Knox Mobile Enrollment, or another supported method.
3. Follow the on-screen prompts to complete enrollment.

Verify: In Devices & Groups, the device should appear with a status of Online within a few minutes of completing provisioning. Confirm that the intended Blueprint has been applied and that the Activity Feed shows a successful enrollment event.

If this doesn't resolve it

If you cannot enter Recovery Mode because the hardware buttons are unresponsive or damaged, contact your device manufacturer for repair or RMA options.

If USB debugging was enabled on the device before it was removed, you may be able to trigger a factory reset over ADB. Connect the device to a computer via USB and run:

adb shell recovery --wipe_data

or

adb shell am broadcast -a android.intent.action.MASTER_CLEAR

If none of these methods work, contact Esper Support with the following information:

• Device make, model, and Android version
• Serial number or IMEI
• The Blueprint name that was applied before removal
• Which reset methods you attempted and what happened at each step

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.