Duplicate Device Entries After Firmware Flash: Resolve Model Identifier Changes

Android

When you flash new firmware that changes a device's model identifier, Esper creates a second device entry for that hardware — leaving a duplicate inactive record alongside the newly provisioned device in your Console.

Why this happens

Esper generates a unique device identifier (SUID) using a SHA-256 hash that combines the device's serial number, IMEI, MAC addresses, brand, and model name. If a firmware flash changes the model name while all other hardware identifiers stay the same, Esper cannot match the post-flash device to the existing record and registers it as a new device. The original entry remains in your Console as an orphaned, inactive record.

Prevent duplicates before flashing firmware

Navigate to Devices & Groups in the Esper Console and locate the device you intend to update.
Click the device name to open its detail view.
Select Actions → Remove Device and confirm the removal. Fully removing the device before flashing ensures Esper does not retain a conflicting record tied to the old model identifier.
If the device is enrolled in any other management platform, remove it from that platform as well before continuing.
Perform the firmware flash on the device.
Re-provision the device in the Esper Console. The device will register under its new model identifier as a single, clean entry.
Verify: Go to Devices & Groups and confirm only one entry exists for that device's serial number. The entry should reflect the new model name and show an active status within a few minutes of provisioning.

Clean up duplicate entries that already exist

Navigate to Devices & Groups in the Esper Console.
Identify the inactive entry associated with the old model name. This is the orphaned record created before the firmware flash.
Click the inactive entry to open its detail view.
Select Actions → Remove Device and confirm the removal.
Verify: Confirm that only one device entry remains for that serial number and that it reflects the new model name with an active status.

If duplicates continue to appear

Before contacting support, collect the following information to speed up the investigation:

The device's model name before and after the flash. Run the following command to check the current value:
```
adb shell getprop ro.product.model
```
Confirmation that the serial number, IMEI, and MAC addresses did not change during the flash.
The device serial number and both device IDs (old and new) as shown in the Esper Console.
Confirmation that the device was fully removed from all management platforms — not just moved to a different group or taken offline — before flashing.

Contact Esper Support with the above details and both Console device IDs.

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.