Screen orientation locked after Esper provisioning on kiosk device: update Esper Agent to restore control

Android

If your kiosk device's screen is locked in the wrong orientation after provisioning with Esper, this is typically caused by an outdated Esper Agent. Follow these steps to restore orientation control.

Before you begin

Screen orientation in kiosk mode is managed through your Esper Blueprint, not through Android Settings. After Esper provisioning, you cannot adjust orientation using the native Android display settings.

How to update your Esper Agent

In the Esper Console, go to Devices & Groups → Device Details for the affected device.
Check the currently installed Esper Agent version on the Device Details tab.
Navigate to Devices & Groups → [Device Name] → Esper Software Updates → Esper Agent to trigger an update to the latest version.
Wait for the Agent update to complete. The device will reboot and re-enroll automatically.

How to verify and correct the screen orientation

In the Esper Console, go to Blueprint → [Your Applied Blueprint] → Display → Screen Orientation.
Confirm that the correct orientation (Portrait or Landscape) is selected and saved.
If you need to change the orientation, update the Blueprint setting and re-apply it to the device by going to Devices & Groups → [Device Name] → Blueprint → Apply.
On the physical device, verify that the screen now displays in the correct orientation.
In the Esper Console, confirm that Device Details shows the latest Agent version and that the orientation setting reflects your expected value.

Important notes about kiosk mode orientation

You must set an explicit orientation value in your Blueprint (Portrait or Landscape). Do not leave the orientation field blank or set to "Auto/System Default," as this can cause the device to default to an incorrect orientation.
If your device is physically mounted in a non-standard angle, ensure your Blueprint orientation setting matches the physical mounting orientation.
Auto-rotate is not reliable in kiosk deployments and should not be used.

If the issue persists

If your screen orientation is still incorrect after updating the Agent and verifying your Blueprint settings:

Collect a Bug Report from the device immediately after the problem occurs. Go to Devices & Groups → [Device Name] → Actions → Bug Report.
Use the Remote Viewer feature to visually confirm the on-device display state.
Verify that your Blueprint explicitly sets a screen orientation value (not blank or "Auto/System Default").
If multiple devices in your fleet are affected, or if this is blocking a production deployment, contact Esper Support right away.

Still need help?

If you've followed these steps and the issue persists, contact Esper Support. Include your device serial number, the Agent version before and after the update, and a Bug Report from the device.