Second Android device fails to provision — diagnostic checklist

Android

When a second Android device fails to provision after a first device enrolled successfully, the new device stalls, shows an error, or loops back to the setup screen instead of completing enrollment.

Why this happens

Provisioning failures on a second device are almost never caused by the same issue that would affect all devices. Instead, they typically stem from a mismatch between the device's hardware or prior enrollment state and the provisioning method being used — for example, a residual Device Owner lock from a previous MDM, an incompatible provisioning method for that specific OEM, or a stale QR code generated before a Blueprint change.

Before you begin

Collect the following details about the failing device before working through the steps below. You will need this information if the issue requires further investigation.

• Device manufacturer, model, and Android OS version
• Whether the device is brand new or was previously enrolled in another MDM
• The provisioning method you are using (QR Code, Zero-Touch Enrollment, Knox Mobile Enrollment, Android for Work, or NFC)
• Screenshots or a precise description of where in the setup flow the process fails

Steps

1. Check your available device seats.
   Navigate to Company Settings → Subscription in the Esper Console and confirm that your account has at least one unoccupied device seat. If you have reached your licensed limit, no new device can complete enrollment regardless of how it is provisioned. Contact your Esper account manager to expand your license before continuing.
2. Confirm the provisioning method is compatible with this device.
   Different provisioning methods have hardware and account prerequisites. Verify which applies to your situation:
   • QR Code — supported on Android 7.0 and above; the device must be at the first Welcome or language-selection screen before scanning.
   • Zero-Touch Enrollment (ZTE) — requires the device to be pre-registered in Google's Zero-Touch portal before provisioning begins.
   • Knox Mobile Enrollment (KME) — Samsung devices only; requires prior device registration in the Samsung Knox portal.
   • Android for Work (AfW) — uses the Esper Agent identifier afw#esper at the Google account sign-in prompt.
   • NFC Bump — requires NFC hardware on both devices and both devices must be at the Welcome screen.
   Check the device manufacturer's documentation to confirm support. OEM devices from Zebra, Honeywell, and some manufacturers sold primarily in Asian markets may require OEM-specific provisioning paths outside the standard Android flow.
3. Download a fresh QR code from your provisioning template.
   Navigate to Provisioning Templates in the Esper Console, open the template you are using, and confirm its status is Active. If you have made any Blueprint changes since the original QR code was generated, download a new QR code now — cached codes can become mismatched with the current Blueprint configuration and fail silently on some devices.
4. Remove any residual Device Owner lock with a factory reset.
   If this device was previously enrolled in another MDM, a Device Owner record may still be present in firmware and will block Esper from taking ownership. Perform a full factory reset on the device, allow it to restart completely to the Welcome screen, and then attempt provisioning again. A factory reset is the only reliable way to clear a Device Owner lock.
5. Verify that the device can reach Esper's provisioning endpoints.
   On the failing device, confirm it has a stable Wi-Fi or cellular connection. If your environment uses a firewall, proxy, or DNS filtering, ensure all Esper-required domains are permitted. Refer to the Network Requirements section of the Esper documentation for the full list of endpoints. A common sign of a blocked endpoint is a provisioning flow that reaches a specific step and then hangs indefinitely without an error message.
6. Attempt provisioning from a clean Welcome screen.
   After completing the steps above, factory-reset the device one final time if any changes were made, wait for it to reach the first Welcome or language-selection screen, and run your chosen provisioning method from the beginning. Do not attempt to scan a QR code or enter AfW credentials mid-setup, as many devices will fail silently rather than display an error.

Verify: The device should progress through the Esper provisioning screens without stalling and appear in Devices & Groups in the Esper Console within 5–10 minutes of completing setup. Its status should show as Active.

If this doesn't resolve it

If the device still fails to provision after completing every step above, contact Esper Support and include the following:

• Device manufacturer, model, and Android OS version
• Provisioning method used
• The exact step at which provisioning fails, with screenshots if available
• Whether the device is new or was previously enrolled in another MDM
• The name of the Provisioning Template used, as shown in the Esper Console
• Any error codes or messages displayed on the device screen, formatted as ERROR_CODE if visible
• A screenshot of your Company Settings → Subscription page confirming available seats

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.