Screen orientation change shows "Failed" despite success on TES IDC_Series: AppOps permission issue

Android

Title: Screen orientation shows "Failed" on TES IDC_Series — AppOps permission workaround

When you change screen orientation on a TES IDC_Series device from the Esper Console, the Activity Feed may report a Failed status even though the device physically rotates to the correct orientation.

Why this happens

TES IDC_Series firmware restricts the Esper Agent's AppOps permission to write rotation settings at the system level. The orientation command reaches the device and applies correctly, but the system layer returns a permission error that the Esper Console surfaces as a failure in the Activity Feed. The device orientation itself is unaffected.

Steps

1. Attempt the orientation change from the Esper Console first. Navigate to Devices & Groups → [Device Name] → Settings → Screen Orientation, select your desired orientation (for example, Inverted Portrait), and save. Check the Activity Feed for the result.
2. Confirm whether the device physically rotated. Look at the device screen. If the orientation is correct despite the Failed status in the Activity Feed, the change succeeded and the console status is a false failure — no further action is required to apply the setting.
3. If the device did not rotate, open the Esper Settings app directly on the device and set the orientation to your desired value. This bypasses the system-layer permission restriction entirely.
4. If the Esper Settings app is unavailable, set the orientation through Android Settings. On the device, navigate to Settings → Display → Screen Rotation and select the correct orientation. This uses the native Android settings path, which is not subject to the same AppOps restriction.
5. Reboot the device after applying the change through either on-device method. Some TES IDC_Series firmware versions do not persist rotation settings written outside the system layer until a reboot has completed.

Verify: After the device restarts, the screen should display in the correct orientation. Navigate to Devices & Groups → [Device Name] → Settings in the Esper Console — the orientation value shown should match the setting you applied. A Failed entry may remain in the Activity Feed from the original command; this is expected and does not indicate the setting was lost.

If this doesn't resolve it

If the device remains locked in the wrong orientation after both on-device methods and a reboot, or if this issue affects every device of the same TES IDC_Series model rather than a single unit, contact Esper Support with the following information:

• Device serial number and Esper device ID, found in Devices & Groups → [Device Name] → Device Info
• Firmware version and build number from Devices & Groups → [Device Name] → Device Info
• A bug report collected immediately after a failed orientation attempt, generated from Devices & Groups → [Device Name] → Bug Report
• A screenshot or recording of the Activity Feed Failed status alongside the device screen showing the current orientation
• Confirmation of whether the issue affects one device or all devices of the same TES IDC_Series model in your fleet

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.