Screen Orientation Reversed After Firmware Update: Fix via Blueprint Setting

Android

Title: Screen orientation reversed after firmware update — fix via Blueprint

After updating firmware on a TSIM-004 device, the screen may display in portrait mode instead of landscape, or appear fully inverted, even though no configuration changes were made.

Why this happens

Certain firmware updates reset the display orientation flag on TSIM-004 devices, causing the Esper Agent to read an unexpected default value. Because the Blueprint setting was not changed, the agent does not automatically detect a drift and re-apply the orientation — the configuration must be explicitly pushed and the orientation value set to a fixed value rather than Auto.

How to fix screen orientation

1. Confirm the device is online. In the Esper Console, go to Devices & Groups → [Device Name] and check that the status indicator shows the device as reachable. If it shows offline, reboot the device physically and wait for it to reconnect before continuing.
2. Open the Blueprint applied to this device. Go to Blueprints → [Blueprint Name] → Edit. Fixing the orientation to an explicit value rather than Auto prevents the firmware default from overriding it again.
3. Locate the Orientation setting and change it to Landscape.
4. Save the Blueprint.
5. Push the updated Blueprint to the device. Go to Devices & Groups → [Device Name] → Actions → Converge and confirm the command completes with a Success status. This applies the new orientation value immediately without a reboot.
6. Update the Esper Agent to the latest available version. Go to Esper Software Updates → Esper Agent, select the device, and apply any pending update. Running the latest agent version ensures firmware-level orientation flags are handled correctly.

Verify: The device screen should rotate to landscape orientation within 2–3 minutes of the Converge command showing Success. Open any full-screen app to confirm content fills the display correctly in landscape.

If this doesn't resolve it

If the screen remains in portrait or inverted orientation after completing all steps, collect a bug report so the root cause can be investigated:

1. Go to Devices & Groups → [Device Name] → Bug Report to capture a remote bug report. If the report stays stuck at In Progress, reboot the device first via Devices & Groups → [Device Name] → Actions → Reboot, then retry immediately after the device comes back online.
2. If remote capture is unavailable, connect the device via USB with ADB enabled under Settings → Developer Options, verify the device appears when you run:

   adb devices

   then capture a bug report with:

   adb bugreport bugreport.zip

   If ADB does not detect the device, confirm the USB cable supports data transfer (not charge-only) and that USB debugging is toggled on.
3. Contact Esper Support and include the following:
   • Device name as shown in the Esper Console
   • Blueprint name
   • Firmware version visible under Devices & Groups → [Device Name] → Device Info
   • The bug report file captured above

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.