Resolve Onboarding Loop and "Waiting for Internet" on Freshly Flashed Devices

Android

When a freshly flashed device starts for the first time, the Esper Agent launches automatically but loops on the "Onboarding in progress" screen and repeatedly displays "Waiting for Internet" — even when the device has a working Wi-Fi connection.

Why this happens

Flashing a device with Aml Burn Tool wipes all provisioning state. The Esper Agent starts and immediately attempts to register the device, but it has no record on either your Esper tenant or your TCMS platform to complete the handshake against. The "Waiting for Internet" message is the Agent retrying that failed registration — not a genuine network fault.

Before you start

Confirm all of the following are true before proceeding:

The device was flashed using Aml Burn Tool and has not been provisioned before
The device is connected to a stable Wi-Fi network
The device is stuck on the "Onboarding in progress" screen with "Waiting for Internet" visible

Steps to resolve the onboarding loop

Verify network connectivity. Connect the device to a personal hotspot rather than a corporate network. Corporate networks often have captive portals or firewall rules that silently block Esper registration endpoints, which can mimic a provisioning failure.
Provision the device on your Esper tenant. In the Esper Console, navigate to Devices & Groups and enroll the device using the method appropriate for your device type — QR code, Seamless Enrollment, or Android for Work (AFW). The device must have an active record in your Esper tenant before the Agent can complete onboarding.
Provision the device on TCMS immediately after step 2. Both registrations must exist for the onboarding flow to proceed. Completing TCMS registration after Esper enrollment prevents a second registration gap that would cause the loop to continue.
Allow the onboarding flow to complete. The device should automatically exit the "Onboarding in progress" screen and enter kiosk mode without any further action required.

Verify: The device exits the onboarding screen and the assigned playlist begins playing in kiosk mode. In the Esper Console under Devices & Groups, the device should appear as active and managed within 5 minutes of completing provisioning.

If this doesn't resolve it

If the device is still looping after provisioning on both platforms, work through the following:

Perform a factory reset and retry provisioning from a clean state. Open the device settings, navigate to the reset option, and confirm a full factory reset before re-attempting steps 1–4 above.
Confirm the device serial number is visible in the Esper Console under Devices & Groups. If the serial number does not appear, enrollment failed silently and must be retried.
Test on an alternate open network such as a personal hotspot to rule out corporate firewall or captive portal interference with Esper endpoints.
Capture ADB logs during the onboarding sequence to identify exactly where the provisioning handshake is failing:
```
adb logcat -s EsperDPC
```

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

ADB logcat output captured during the onboarding loop
Device model and firmware version
Aml Burn Tool version used
Screenshots of the "Onboarding in progress" and "Waiting for Internet" screens
Confirmation of whether the device serial number is visible in your Esper tenant

Improved title: Onboarding loop and "Waiting for Internet" on freshly flashed devices — fix provisioning registration

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.