Device firmware/OS version not updated in Esper Console after manual flash: power reset device to trigger correct check-in

Android

If your device is running new firmware but the Esper Console still shows the old OS version, a power reset will force your device to refresh its system properties and report the correct version to Esper.

Before you begin

Confirm that:

Your device is provisioned and visible in the Esper Console at Devices & Groups → [Device Name]
You manually flashed the device with new firmware before provisioning it to Esper
You did not perform a power cycle between the flash and provisioning

How to fix the version display

Power off the affected device completely, then power it back on.
Wait for the device to boot and reconnect to Esper.
On the device, open Settings → About Device and verify the new firmware version is displayed locally.
In the Esper Console, navigate to Devices & Groups → [Device Name] → Device Details and confirm the firmware/OS version now matches the version you flashed.

If the version still doesn't match

If the device itself shows the old version: The firmware flash did not complete successfully. Reflash the device with the correct firmware.

If the device shows the correct version locally but Esper still shows the old version after multiple reboots:

In the Esper Console, navigate to Devices & Groups → [Device Name] → Actions → Request Bug Report.
Wait for the bug report to complete, then download it.
Contact Esper Support and provide:
- Your device serial number
- Your tenant name
- The bug report file

Why this happens

Esper displays system property values exactly as reported by your device's Android OS during check-in. If your device checks in before the new firmware's system properties are fully initialized—which can happen when you provision immediately after flashing without a power cycle—Esper receives and displays the old values. A power reset forces your device's OS to fully reinitialize, ensuring updated system properties are correctly read and transmitted to Esper on the next check-in.

Best practice for future firmware updates

Always perform a full power cycle after manually flashing firmware and before provisioning to Esper. This ensures your device's OS has fully initialized all system properties before reporting them to Esper.

Still need help?

If the issue persists after following these steps, contact Esper Support with your device serial number and tenant name.