Provisioning stuck at Step 1 of 3: Reset device and collect Esper Agent logs to identify policy or connectivity block

Android

When provisioning an Android device with Esper, the setup wizard stalls at Step 1 of 3 and never advances to apply your blueprint or compliance policy.

Why this happens

Step 1 of 3 is the phase where the Esper Agent downloads and applies your blueprint to the device. Two things can block this: a connectivity problem (firewall rules, a captive-portal Wi-Fi network, or weak signal preventing the policy download), or a policy incompatibility (a blueprint setting that your device's OEM, Android version, or firmware does not support). Collecting logs before you reset the device is the only reliable way to tell these two causes apart.

Steps

1. Open the debug menu on the stuck device. On the provisioning screen, tap the Esper logo at the bottom of the screen 5–7 times in quick succession. A debug or diagnostic menu should appear. Note any error text displayed — this is your fastest clue to the root cause.
2. Collect Esper Agent logs before resetting. Once the device is factory reset, provisioning logs are permanently lost. While the device is still on the stuck screen, connect it to a computer via USB and run:

   adb logcat -b all -d > esper_provisioning_<serial>.txt

   If the debug menu has a built-in log export option, use that instead and save the file. Keep this file — you will need it if the issue persists.
3. Factory reset the device and retry provisioning on the same network. Use the debug menu's reset option, or reset the device manually through Android recovery. Retry provisioning on the same Wi-Fi network. This clears any transient corruption in the provisioning agent state.
4. If it stalls again, retry on a different network. Move the device to a different Wi-Fi network or connect via a mobile hotspot, then attempt provisioning again. A successful provision on a different network confirms the original network has a firewall rule or captive portal blocking communication with Esper's servers.
5. Review your blueprint for unsupported settings. In the Esper Console, go to Blueprints → [Your Blueprint Name] and review the configuration for settings that may not be supported on your specific device model, OEM, or Android version. Common sources of incompatibility include:
   • Kiosk launcher restrictions not supported by the OEM
   • Screen brightness or orientation locks
   • Mandatory app installs with very large APK sizes
   Remove any suspect settings, save the blueprint, and retry provisioning.
6. If the cause is still unclear, provision with a minimal blueprint. In the Esper Console, go to Blueprints and create a new blueprint with no optional settings enabled. Attempt provisioning using this minimal blueprint. If the device provisions successfully, re-add your original settings one group at a time, reprovisioning after each addition, until the stall reappears — that addition is your incompatible setting.

Verify: The device successfully advances through Steps 2 and 3 of the provisioning wizard and then appears in Devices & Groups with a status of Active. The blueprint name shown on the device detail page should match the blueprint you applied.

If this doesn't resolve it

If the device stalls at Step 1 across multiple networks and with a minimal blueprint, contact Esper Support with the following information:

• The ADB log file collected in Step 2
• Device make, model, and Android version
• The provisioning method used (QR code, zero-touch, NFC, or IMEI)
• The name of the blueprint applied and a screenshot of its settings
• Whether the stall occurs on all networks or only specific ones

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.