Esper Agent crash during provisioning on Android tablets

Android

When provisioning a Lenovo K11 tablet, the Esper Agent may crash mid-flow, leaving the device stuck in a partially provisioned state or returning it to the setup wizard.

Why this happens

A known defect in an earlier build of the Esper Agent causes it to crash on the Lenovo K11 during the provisioning sequence. A subsequent Agent update resolves the defect — once the updated Agent is available, it pulls automatically during a fresh provisioning attempt.

Steps to resolve

1. Check whether the device is partially provisioned. If the device is stuck mid-flow or the setup wizard has reappeared, a factory reset is required before you retry. If provisioning failed cleanly and the device is back at the out-of-box state, skip to step 4.
2. Factory reset the device to return it to a clean state. Open Settings → General Management → Reset, tap Factory Data Reset, and complete the reset process. This removes any incomplete provisioning artifacts that would cause the next attempt to fail.
3. Confirm you have your original provisioning method available — QR code, Zero-Touch, KME, or Android Device Policy (AFW) — before proceeding.
4. Re-initiate provisioning using your original method. The updated Esper Agent will download automatically during the provisioning flow.
5. Allow the provisioning flow to complete fully without interrupting it. If the device appears in the Esper Console under Devices & Groups before provisioning has finished, wait for any pending Esper Software Updates to install before interacting with the device. Interrupting this stage can trigger the same crash.

Verify

Verify: The device should appear in Devices & Groups with a status of Active within 10 minutes of provisioning completing. Open the device record and confirm the Agent version shown matches the latest version visible on other successfully provisioned devices in your fleet.

If this doesn't resolve it

If the Agent continues to crash after a factory reset and fresh provisioning attempt, collect ADB logs to share with Esper Support:

1. Connect the device to a computer via USB with ADB enabled.
2. Run the following command immediately before re-initiating provisioning, so the full crash sequence is captured:

   adb logcat -b all > provisioning_crash.txt

3. Save the output file once the crash occurs.
4. In the Esper Console, go to Devices & Groups and open any successfully provisioned Lenovo K11. Note the Esper Agent version shown — this helps identify the delta between working and failing builds.
5. Note your device's Android OS build number from Settings → About Tablet → Build Number.

Contact Esper Support and provide:

• The provisioning_crash.txt ADB logcat file
• The Esper Agent version from the crashed device (if visible in the Console)
• The Esper Agent version from a successfully provisioned Lenovo K11 in your fleet
• The device's Android OS build number

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.