Remove a permanently offline/dead device from the Esper Console without powering it on

Android

If you have a managed Android device that's permanently offline or unresponsive and won't power on, you can remove it from the Esper Console without waiting for it to come back online. This article walks you through the process.

Before you begin

This procedure applies only to devices that are confirmed dead or permanently offline. If your device is online, use the standard Remove Device flow instead.

The process involves two steps to ensure that if the device ever powers back on, it will automatically factory reset and wipe its storage—protecting any managed data that may still be on it.

Step 1: Queue a factory reset command on the offline device

1. Navigate to Devices & Groups and select your offline device.
2. Click Remove Device.
3. In the confirmation dialog, check both boxes:
   • Factory Reset Device
   • Wipe External Storage
4. Confirm and submit the action.

This queues a factory reset command that will execute automatically if the device ever powers on and reconnects to your network.

Step 2: Remove the device entry from the Esper Console

1. With the device still selected, click Remove Device again.
2. This time, uncheck both boxes:
   • Factory Reset Device
   • Wipe External Storage
3. Confirm and submit the action.

The device entry is now removed from your console immediately, and you will no longer be charged for it.

Verify the device is removed

The device should no longer appear under Devices & Groups. If it still appears after completing both steps, contact Esper Support.

Important notes

• Order matters: Always perform Step 1 before Step 2. Skipping Step 1 means the device will not be wiped if it ever powers back on.
• Billing refunds: If you need a retroactive billing credit for the period the device was offline, contact Esper Support with the device removal date and your requested refund period. Refund eligibility is determined by your account terms.
• This procedure does not require ADB access or physical access to the device.

Still need help?

If the device entry doesn't disappear after Step 2, or if you need assistance with billing adjustments, submit a support ticket.