Device not charging: faulty third-party battery case blocking power input

Android

Title: Device not charging — isolate and replace a faulty battery case

When a managed Android device refuses to charge despite trying multiple cables and chargers, a faulty third-party battery case may be physically blocking the connection between the charger and the device's charging port.

Why this happens

Third-party battery cases contain their own pass-through charging circuitry. When that circuitry fails, the case can obstruct the charging port entirely, making the device appear dead even when connected to a working charger. The device itself is often fully functional.

Before you start

Have the following ready before troubleshooting:

A known-good USB cable and charger
A second device to verify that the cable and charger work
A flashlight (optional, for inspecting the charging port)

Steps

Remove the device from its battery case. Take the device completely out of any third-party battery case (such as an OtterBox, Mophie, or similar accessory). Even a partially seated case can block the charging port connector.
Verify your cable and charger work on a second device. Connect the same cable and charger to a confirmed working device and confirm it charges normally. This rules out a faulty cable or charger before proceeding.
Charge the bare device for at least 10 minutes. Connect the tested cable and charger directly to the device with the case removed. Leave it connected for at least 10 minutes without interruption.
Check the battery level in the Esper Console. Navigate to Devices & Groups → [Device Name] → Device Details and locate the Battery section. Confirm the reported battery percentage has increased. Alternatively, check the device display directly if it has powered on.
Confirm and replace the faulty case. If the device charges normally outside the case, the battery case is confirmed faulty and must be replaced. Contact your device vendor, hardware supplier, or accessory manufacturer to request a replacement. Esper does not supply or replace hardware accessories.

Verify: The battery percentage shown under Devices & Groups → [Device Name] → Device Details should increase within 10 minutes of connecting the charger with the case removed. If the device was fully discharged, allow up to 20 minutes before expecting a response on the display.

If the device still won't charge without the case

The issue is not the battery case. Work through the following checks in order:

Inspect the charging port. Use a flashlight to look for lint, debris, or physical damage inside the port. If debris is visible, gently remove it with a dry, non-metallic tool such as a toothpick. Never use metal objects inside the port.
Try an alternative charging method. If the device supports wireless charging or has a secondary charging port, use that method to determine whether the port itself is damaged rather than the battery or charging IC.
Perform a hard reset. If the device is completely unresponsive, press and hold the Power and Volume Down buttons simultaneously for 10–15 seconds. Release when the device vibrates or the screen activates. The exact combination varies by manufacturer; consult your device's documentation if this does not respond.

If none of the above restore charging, the device has an internal hardware failure — battery, charging IC, or port damage. Esper's software platform has no visibility into or control over device charging hardware, so this cannot be resolved through Esper Console configuration or policies. Contact your device vendor or carrier for warranty or repair service.

If this doesn't resolve it

If the device still won't charge after completing all steps above, contact Esper Support. Include the following information in your request:

Device model and serial number
Battery case manufacturer and model
Each troubleshooting step completed and the result
A screenshot of Devices & Groups → [Device Name] → Device Details showing the current battery status

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.