Blueprint stuck in Acknowledged state: toggle Wi-Fi to trigger convergence

Android

If a Blueprint is stuck in the Acknowledged state and the configuration hasn't been applied to your device, you can often resolve this by reconnecting the device's Wi-Fi. This article explains how to identify the issue, apply the workaround, and capture diagnostic information for Esper Support if needed.

Before you begin

You'll need access to:

• The Esper Console
• Physical access to the affected device to toggle Wi-Fi

How to identify a Blueprint stuck in Acknowledged state

1. In the Esper Console, go to Devices & Groups and select the device you suspect has the issue.
2. Navigate to the Blueprint tab.
3. Check the Blueprint status. If it shows Acknowledged (rather than Success or Failed), the Blueprint configuration has not yet been fully applied to the device.

How to resolve the issue

1. On the physical device, disable Wi-Fi.
2. Wait 10–15 seconds.
3. Re-enable Wi-Fi on the device.
4. Return to the Esper Console and refresh the Blueprint status. The state should transition from Acknowledged to Success within a few moments as the device reconnects and completes the configuration.
5. Verify that the expected configuration change is now visible on the device.

How to capture diagnostic information

If you want to help Esper Support investigate this issue, capture a bug report from the device:

1. In the Esper Console, go to Devices & Groups and select the affected device.
2. Navigate to Actions → Bug Report to generate and download device logs.
3. For detailed instructions, see Logs and Debug Information.

If Wi-Fi toggle doesn't work

If the Acknowledged state persists after toggling Wi-Fi, try restarting the Esper Agent:

1. In the Esper Console, go to Devices & Groups and select the device.
2. Navigate to Actions → Reboot.
3. Wait for the device to restart and reconnect.
4. Check the Blueprint status again—it should now show Success.

When to contact support

Open a support ticket if:

• The issue recurs frequently (multiple times per day or across 10 or more devices simultaneously)
• Neither Wi-Fi toggle nor device reboot resolves the problem
• You notice the issue affecting a specific device model or network configuration

When you submit a ticket, include:

• The Device ID(s) affected (found in Devices & Groups → Device Details → Device Info)
• The specific Blueprint configuration that did not apply
• The captured bug report
• The approximate time the issue occurred
• Any details about your network setup (proxy, VPN, captive portal, etc.)

Still need help?

Contact Esper Support to submit a ticket with your device information and logs. Our team will investigate further and help you resolve the issue.