Device appearing to "vanish" from console: confirm visibility before further investigation

Android

If a device has disappeared from your Esper Console, it's usually hidden by an active filter rather than actually removed. Follow these steps to locate your device and restore visibility.

Before you begin

Before investigating further, confirm you're viewing the correct enterprise account. Check the enterprise name displayed in the top-left corner of the Esper Console and verify it matches your expected environment. If you have access to multiple enterprises, you may have accidentally switched to a different one.

How to find a missing device

In the Esper Console, go to Devices & Groups.
Clear all active filters:
- Remove any group scope filter
- Reset the Status filter to All
- Clear any search terms or text filters from the device list
In the search bar, enter your device's full name or serial number.
If the device appears, it was hidden by a filter. You can now work with it normally.

If the device still doesn't appear

Try clearing your browser cache or opening the Esper Console in an incognito or private browser window. Reload the page and repeat the search steps above. This rules out UI caching issues that may temporarily hide devices from your view.

If the device is genuinely gone

If the device cannot be found after clearing filters and trying a fresh browser session, check the following:

Was it intentionally removed? Check your Audit Log in enterprise settings to see if another admin on your team removed the device. The log will show who removed it and when.
Was the device wiped or de-provisioned locally? If the device was factory reset or had the Esper Agent uninstalled on the device itself, it will de-register from the platform automatically.
Do you need to re-enroll it? If the device should still be managed, you can initiate a new provisioning flow for your device type.

If the device disappeared without any admin action in your audit log, and you believe it should still be enrolled, contact Esper Support. Provide your device ID, enterprise ID, the approximate date and time the device disappeared, and any available Esper Agent logs from the device if possible.

Important notes

Devices that are offline still appear in your Devices & Groups list. A device going offline does not cause it to disappear unless you have an "Online only" filter active.
The Devices & Groups list retains filter settings during your session. It's easy to miss that a status or group filter is narrowing your view.
If a device was removed using Wipe + Remove or Remove Only, it cannot be recovered from the Esper Console. Re-provisioning is required if you want to manage it again.
The Esper Console does not send notifications when a device is removed. If another admin on your team removed the device, you may be unaware of the action.

Still need help?

If you've tried these steps and your device is still missing, or if you need help understanding what happened to it, submit a support ticket. Include your device ID, enterprise ID, and the approximate time the device disappeared.