Wi-Fi inaccessible on offline Esper-managed device: use Esper Settings or Hidden Dock to regain access and factory reset

Android

Title: Device offline with Wi-Fi locked — restore access using Esper Settings

When a managed device loses its configured Wi-Fi network and goes offline, the device becomes unreachable from the Esper Console and native Android Settings may be restricted, leaving no obvious way to reconnect or recover the device.

Why this happens

Esper-managed devices in kiosk or locked-down modes restrict access to native Android Settings, including Wi-Fi controls, to prevent unauthorized changes. If the original Wi-Fi network becomes unavailable — due to a credential change, network removal, or physical relocation — the device cannot reconnect automatically and cannot receive remote commands from the Esper Console until network access is restored locally.

Before you begin

Confirm all of the following apply to your situation:

• The device is offline and unreachable from Devices & Groups
• Native Android Settings access is restricted on the device
• The Wi-Fi network the device was provisioned with is no longer available
• You have the Esper Admin password for the device

Step 1: Open Esper Settings on the device

1. Look for the Esper Settings app icon on the device's home screen or launcher.
2. If no icon is visible, access Esper Settings through the Hidden Dock — a hidden on-device menu that remains accessible even when the launcher is locked. To open it, swipe up from the bottom-left corner of the screen and hold for two seconds, then tap Esper Settings. For full instructions, follow the steps in Accessing Esper Settings from the Hidden Dock.

Step 2: Enter Admin Settings

1. Inside Esper Settings, tap Admin Settings.
2. Enter your admin password when prompted. This password was set during provisioning. If you do not have the password, see If this doesn't resolve it below.

Step 3: Restore connectivity or reset the device

Choose the option that fits your situation:

Option A: Connect to a new Wi-Fi network

Use this option when the device should stay enrolled and you have a working network available.

1. In Admin Settings, tap Wi-Fi.
2. Tap Add Network, enter the new network name (SSID) and password, then confirm.
3. Wait for the device to connect. Once connected, the Esper Agent will automatically re-establish contact with the Esper Console.

Verify: In the Esper Console, go to Devices & Groups → [Device Name] → Overview. The device status should show Online within 2–3 minutes of reconnecting.

Option B: Factory reset and re-provision

Use this option when the device cannot be recovered through Wi-Fi reconnection, or when a clean re-enrollment is preferred.

1. In Admin Settings, tap Factory Reset, then tap Remove Device to confirm.
2. The device will wipe itself and automatically remove its record from the Esper Console.
3. Re-provision the device using a Blueprint that does not pre-configure Wi-Fi credentials, so the Wi-Fi network can be entered manually during setup. To update a Blueprint, go to Blueprints → [Blueprint Name] → Network and clear any saved Wi-Fi entries before provisioning.

Verify: After re-provisioning, the device appears as a new entry under Devices & Groups with status Online and the correct Blueprint applied.

If Esper Settings is completely inaccessible

If you cannot reach Esper Settings through the app icon or the Hidden Dock, a hardware factory reset using the device's physical buttons is the only remaining option. The exact key combination varies by manufacturer — the most common sequence is holding Power + Volume Down during boot, but consult your device manufacturer's documentation for the correct steps.

Note that a hardware reset does not automatically remove the device from the Esper Console. After the reset, go to Devices & Groups → [Device Name] and manually remove the device record before re-provisioning.

Preventing this issue in the future

• Do not hardcode Wi-Fi credentials in Blueprints if the network name or password may change. Leave the Wi-Fi field empty so the network can be entered during provisioning.
• Allow access to Android Settings for trusted users by enabling Android Settings access in your Compliance Policy under Compliance Policy → [Policy Name] → Device Settings. This lets users update Wi-Fi credentials without needing admin access.

If this doesn't resolve it

If you are unable to access Esper Settings, have lost your admin password, or the device does not come back online after reconnecting, contact Esper Support with the following information:

• Device name or serial number from Devices & Groups
• The last Online timestamp from the device's Activity Feed
• The Blueprint name used to provision the device
• A description of what happens when you attempt to open Esper Settings

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.