Devices display "registered and ready to onboard" status despite being fully provisioned and in use

Android

When a device has been fully provisioned and is actively in use, it may still display a Registered and ready to onboard status in the Esper Console instead of an active or provisioned state.

Why this happens

During provisioning, the device must send a final enrollment confirmation to the Esper cloud. If the device loses internet connectivity at that exact moment, or if the provisioning flow is interrupted before completing, the Esper Console never receives that confirmation and the status remains stuck. In some cases, initiating provisioning a second time on an already-enrolled device creates a duplicate record that shows the stale status.

Step 1: Check for duplicate device entries

1. Open the Esper Console and navigate to Devices & Groups.
2. Search for the affected device by serial number.
3. Look for two entries with the same serial number — one showing Registered and ready to onboard and another showing as active or provisioned. Duplicates appear when provisioning was accidentally triggered a second time on an already-enrolled device.
4. If a duplicate exists, select the orphaned Registered and ready to onboard entry and delete it. The active entry is unaffected.

Step 2: Confirm the device is enrolled on-device

1. On the device, open Settings → Esper Agent.
2. Confirm the status shown is Enrolled and the agent shows a connected state. If the on-device status also shows as unenrolled, the device needs to be reprovisioned rather than just refreshed.
3. Note the Esper Agent version displayed — you will need this if the issue persists.

Step 3: Ping the device to trigger a status refresh

1. In the Esper Console, navigate to Devices & Groups → [Device Name] → Actions.
2. Click Ping. A successful ping response prompts the Esper Agent to re-report its current state to the Console.
3. Wait up to two minutes, then check Devices & Groups to confirm whether the status has updated.

Step 4: Restart the Esper Agent

If the status has not updated after the ping, restart the Esper Agent to force a full re-sync.

1. In the Esper Console, navigate to Devices & Groups → [Device Name] → Actions.
2. Click Restart Agent if the option is available.
3. If Restart Agent is not available, use ADB to stop the agent process manually:

adb shell am force-stop io.shoonya.shoonyadpc

The Esper Agent will restart automatically. Allow one to two minutes for it to reconnect and re-sync with the Esper Console.

Verify: Navigate to Devices & Groups and locate the device. The status should show as Active or Provisioned — no longer Registered and ready to onboard — within five minutes of the agent restarting.

If this doesn't resolve it

If the device status remains stuck after completing all steps above, contact Esper Support and include the following:

• Device serial number
• Provisioning method used (QR code, Zero-Touch, KME, or IMEI)
• Esper Agent version (visible in Settings → Esper Agent on the device)
• A screenshot from the Esper Console showing the stuck status
• Esper Agent logs collected via ADB:

adb shell logcat -d -s EsperAgent > esper_agent_logs.txt

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.