Removed-then-reactivated device stuck on "Waiting for Internet": factory reset and re-provision to recover

Android

When a device is removed from Esper and then reactivated without being fully re-provisioned, it can become stuck on a Waiting for Internet screen and remain unreachable from the Esper Console.

Why this happens

Removing a device from the Esper Console revokes its enrollment credentials server-side, but the Esper Agent on the device retains stale enrollment data. When the device boots, the Agent attempts to check in using those invalidated credentials and cannot proceed, regardless of network availability.

Before you begin

A factory reset erases all data on the device. Back up any important information before proceeding.
Identify the provisioning method originally used to enroll the device — QR code, Zero-Touch, ADB, or another method — as you must use the same method to re-provision.

Steps to recover

Access the hidden recovery menu on the device. On the physical device, repeatedly tap the Esper logo on the setup or provisioning screen. A hidden menu appears that includes access to device settings and factory reset. This tap sequence is built into the Esper Agent as a recovery entry point for exactly this scenario.
Perform the factory reset. Inside the recovery menu, select the factory reset option and confirm when prompted. The device wipes all data and reboots to its factory state. This process can take several minutes; do not power off the device while it is in progress.
Re-provision the device. After the device reboots to its out-of-box state, re-enroll it using the same provisioning method originally used. Ensure the device is connected to a stable network during provisioning. If the device fails to connect, test it on a personal mobile hotspot — this isolates whether your enterprise network's firewall or proxy is blocking Esper's endpoints.
Confirm enrollment in the Esper Console. Navigate to Devices & Groups → [Device Name] and verify that the device status shows Active and the last check-in timestamp is recent. It can take up to five minutes for status to update after provisioning completes.

Verify: The device should show a status of Active in Devices & Groups within five minutes of completing provisioning, with a current check-in timestamp and all assigned apps and policies applied.

If this doesn't resolve it

The Esper logo tap does not open a recovery menu: Some provisioning methods — including Zero-Touch Enrollment — or certain OEM builds may restrict access to this entry point. Contact Esper Support and provide your provisioning method and device make and model so the correct recovery path can be identified.
The device shows Active but policies or apps are not applying: Navigate to Devices & Groups → [Device Name] → Actions and select Request Bug Report. Attach the downloaded report when contacting Esper Support.
Waiting for Internet persists after factory reset and hotspot testing: This points to a possible hardware-level network issue. Contact Esper Support with the device make, model, Android version, and a description of all network conditions tested.

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.