TOTR app authentication fails after Esper provisioning: extract QR config data

Android

Title: TOTR app fails to authenticate after provisioning — embed QR config data

When a Team on the Run (TOTR) app is provisioned through Esper, it may fail to authenticate automatically, leaving users unable to connect to the server or complete login without manual intervention.

Why this happens

TOTR relies on a full set of server and credential parameters — normally delivered by scanning a QR code — to authenticate on first launch. When a device is provisioned through Esper, that QR code step is bypassed, so the app never receives those parameters. Embedding the QR code's configuration data directly into a Managed Configuration restores the automatic authentication flow.

Before you begin

Have the following ready before starting:

The TOTR provisioning QR code, obtained from your StreamWide TOTR administrator or deployment contact
Access to the Esper Console with permissions to manage app configurations
The target device name or Blueprint you plan to update

Steps

Decode the TOTR QR code. Using a QR code reader or decoder tool, extract the full configuration payload from the QR code provided by your StreamWide administrator. This payload contains all server addresses, credentials, and certificate data that TOTR requires for authentication — do not omit any fields.
Open the TOTR Managed Configuration in the Esper Console. Navigate to the configuration using one of the following paths:
- Apps & Configuration → Managed Configurations → [TOTR App]
- Blueprints → [Blueprint Name] → Apps → [TOTR App] → Managed Configuration
Using the Blueprint path is recommended if you are applying this change to multiple devices at once, since saving the Blueprint pushes the update to all associated devices.
Paste the decoded configuration into the JSON field. In the Managed Configuration editor, enter the complete parameter set extracted from the QR code. Verify that every field from the QR code payload is present — missing fields are the most common cause of partial or failed authentication.
Save the Managed Configuration. Select Save to commit the changes.
Apply or re-apply the Blueprint to the target devices. Navigate to Blueprints → [Blueprint Name] and apply the blueprint to the device group or individual devices. This pushes the updated Managed Configuration to each device.

Verify: On a target device, open the TOTR app. It should connect to the server (for example, conf.teamonmission.app) and complete the full authentication flow without any manual input within a few minutes of the Blueprint being applied. The device status in the Esper Console should show In Sync under Devices & Groups → [Device Name].

If this doesn't resolve it

Check the following before contacting support:

Confirm the QR code matches the target environment. Production, PREPROD, and other environments each have distinct server addresses and credentials. Verify with your StreamWide administrator that the QR code you decoded corresponds to the correct environment.
Check for app variant mismatches. If your Blueprint manages both the standard and PREPROD variants of the TOTR app, confirm that each variant has its own correctly mapped server address and JSON configuration. Applying a production configuration to a PREPROD app variant (or vice versa) will cause authentication to fail.

If authentication still fails after verifying both points, contact Esper Support and include the following:

The device model (for example, Siyata SD7)
The TOTR app version and variant (standard or PREPROD)
A description of exactly where authentication fails (for example, app reaches the server but does not complete login)
A screenshot or export of the Managed Configuration JSON you applied (with any sensitive credentials redacted)

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.