Supervisor Plugin availability for OEM devices: request, sign, and upload process

Android

When deploying Esper to an OEM device model that has not been set up in your tenant before, the Supervisor Plugin may be missing, preventing the device from receiving full Esper management capabilities.

Why this happens

The Supervisor Plugin is a signed APK that grants Esper the elevated system-level permissions required to manage your OEM device. Each plugin must be signed with the specific OEM's platform keys, meaning Esper can only provide a ready-to-use plugin for device models that have already completed Esper's certification process. If your model is new or uncertified, a signed plugin does not yet exist in your tenant.

Before you begin

Confirm the exact device model name and manufacturer identifier as it appears on the device or in Devices & Groups in the Esper Console. You will need this information for both paths below.

Path A: A signed plugin already exists for your device model

Use this path if Esper has previously certified your device model. If you are unsure, start here — Esper Support will confirm.

1. Note the exact device model name and manufacturer identifier from the device label or from Devices & Groups in the Esper Console.
2. Contact Esper Support and provide your tenant name and exact device model identifier. Esper will search the plugin library and, if a signed APK is found, upload it directly to your tenant.
3. Bring your devices online and confirm they are registered under Devices & Groups.

Verify: The Supervisor Plugin installs automatically. Within 30–40 minutes of the device connecting to Esper — or immediately after a manual reboot — the plugin should appear as installed on the device. Confirm by navigating to Devices & Groups → [Device Name] → Apps and locating the Supervisor Plugin entry.

Path B: No signed plugin exists for your device model

Use this path if Esper confirms there is no pre-signed plugin for your model. You will need to work with your OEM to produce a signed APK before Esper can enable management on your devices.

1. Note the exact device model name and manufacturer identifier from the device label or from Devices & Groups in the Esper Console.
2. Contact Esper Support and request an unsigned Supervisor Plugin APK for your device model. Provide your tenant name and exact model identifier so Esper can generate the correct APK for your hardware.
3. Submit the unsigned APK to your OEM and request that they sign it using their platform keys. Your OEM's platform keys are required because Android enforces that system-level APKs match the device's firmware signature.
4. Once your OEM returns the signed APK, send it to Esper Support along with your tenant name and device model identifier.
5. Esper will upload the signed APK to your tenant. Bring your devices online and confirm they are registered under Devices & Groups.

Verify: The Supervisor Plugin installs automatically. Within 30–40 minutes of the device connecting to Esper — or immediately after a manual reboot — the plugin should appear as installed. Confirm by navigating to Devices & Groups → [Device Name] → Apps and locating the Supervisor Plugin entry.

If this doesn't resolve it

Work through the following before contacting support:

• Plugin has not installed after 40 minutes: Verify the device is online and fully registered in Devices & Groups. Reboot the device and wait a further 10 minutes.
• Upload reported success but the plugin is not on devices: Collect your tenant name, the exact device model identifier, and the uploaded APK filename, then contact Esper Support.
• Your OEM requires a partnership agreement before signing: Contact Esper Support with your OEM's name and requirements. Esper's partnerships team can engage directly with OEMs in these situations.
• Your device model is listed as an Esper OEM partner but has no pre-signed plugin: OEM partner status on esper.io does not guarantee that every model variant has completed Esper's certification process. Only models that have gone through full certification have a pre-signed plugin available. Contact Esper Support to confirm your model's certification status.

When contacting support, always include your tenant name, exact device model identifier, and manufacturer name to avoid delays.

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.