Device not appearing in search results in Devices & Groups: clear active filters to restore visibility

Android

If a device isn't appearing in your search results in Devices & Groups, active filters may be hiding it. This article shows you how to restore visibility by clearing filters and re-searching for your device.

Before you begin

Check that you're searching in the correct tenant. If your Esper account manages multiple tenants, your device may have been provisioned under a different one. Confirm the correct tenant with your account administrator before proceeding.

How to find a hidden device

In the Esper Console, go to Devices & Groups.
Look at the filter bar at the top of the device list. Check for any active filter chips or selections — for example, group filters, status filters, or OS version filters.
Clear all active filters by clicking the Clear or Reset Filters option, or manually deselect each filter one by one.
Enter your device name (for example, the device serial number) in the search field.
Submit your search query.
Verify that your device now appears in the results. Confirm the device name and Esper Agent version match your expectations.

If your device still doesn't appear

If clearing filters doesn't resolve the issue, try the following:

Verify the device is registered to your tenant. If you manage multiple tenants, your device may have been provisioned to a different one. Ask your account administrator to confirm which tenant was used during provisioning.
Check device provisioning status. A device that failed provisioning partway through may not have a fully registered record. In Devices & Groups → Provisioning, look for any partial enrollment entries or check provisioning history if available.
Confirm the exact device name. Device names are case-sensitive. Ask your account administrator to verify the exact name string, including capitalization and any special characters or delimiters.

Why filters hide search results

The Devices & Groups view applies active filters together with your search query — filters don't get replaced by a search, they narrow results further. If a device matches your search term but doesn't meet the active filter criteria, it will be excluded from results. Clearing filters removes these additional restrictions and lets you see all devices matching your search.

Still need help?

If you've cleared all filters and confirmed the correct tenant and provisioning details, but your device still isn't appearing, contact Esper Support. Provide your device serial number, tenant name, and the exact search term you used. This helps our team investigate potential backend indexing issues.