App appears missing from device but is installed as a web app: verify app type before further investigation

Android

When an app shows as installed in the Esper Console but cannot be found on the device, the app may have been deployed as a web app rather than a native APK. Web apps appear as browser shortcuts on the device launcher and are easy to overlook if you are expecting a standard app icon.

Why this happens

Esper supports two distinct app types: native APKs, which install as standard app icons, and web apps, which pin a browser-based shortcut to the device launcher. If the wrong type was deployed — or if the launcher is not configured to surface web app shortcuts — the app appears absent even though the Console reports it as installed.

Step 1: Confirm the app type in the Esper Console

1. Open the Esper Console and go to Devices & Groups → [Device Name] → Apps.
2. Search for the app by name or package name.
3. Check the app type shown in the results. The entry will indicate whether the app is a native APK or a web app. Web app entries often include a qualifier in the display name — for example, Patrol Manual (Web App) versus Patrol for the native APK.

Step 2: Locate a web app on the device

If the Console confirms the app is a web app, look for it differently than you would a native app.

1. Check the device home screen and app drawer for a shortcut icon — web apps typically display a globe or browser icon alongside the app name rather than a branded app icon.
2. Tap the shortcut to confirm it opens the correct URL in the device browser. This verifies the web app is both present and functional.

Step 3: Check launcher visibility if the web app shortcut is missing

If the Console shows the web app as installed but no shortcut appears on the device, the launcher may be filtering it out.

1. Go to Blueprints and open the blueprint applied to the device.
2. Review the launcher or Managed Home Screen settings and confirm that web app shortcuts are included in the allowed or pinned app list. Web app shortcuts must be explicitly added to the launcher configuration to appear on screen.
3. Save any changes and apply the updated blueprint to the device.

Step 4: Replace a web app with a native APK if needed

If a web app was deployed in error and a native APK is required, follow these steps.

1. Confirm the correct package name of the native APK with your app provider or internal administrator.
2. Go to Apps & Configuration → App Management and search for the native APK by package name to confirm it is available in your Esper environment.
3. Open the blueprint applied to the device, remove the web app from the app list, and add the native APK in its place.
4. Save and apply the updated blueprint to the device.

Verify: The native app icon should appear on the device home screen or app drawer within a few minutes of the blueprint being applied. Tap the icon to confirm the app opens correctly. The app entry in Devices & Groups → [Device Name] → Apps should show the native APK as installed.

If this doesn't resolve it

If the app remains missing after confirming the app type and updating the blueprint, collect a bug report before contacting support.

1. Go to Devices & Groups → [Device Name] → Actions and select Request Bug Report.

Contact Esper Support and include the following:

• Device name and serial number
• App package name
• A screenshot of the app entry in the Console showing its type and installation status
• The bug report collected from the device

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.