Device removal from console doesn't trigger factory reset or wipe on-device: manually reset the device and re-provision

Android

When a device is removed from the Esper Console without the Factory Reset and Wipe option selected, the device stays powered on in a disabled state with its managed configuration intact — it is not wiped.

Why this happens

Esper offers two primary removal paths: Remove Only, which deregisters the device from the Console without sending a wipe command, and Factory Reset and Wipe, which wipes the device before deregistering it. If Factory Reset and Wipe was not selected at the time of removal, no wipe command was ever sent. Because the device is now deregistered, the Esper Console can no longer communicate with it — there is no way to issue a remote wipe after removal is complete.

Remove a device correctly (before removal)

If the device has not yet been removed, follow these steps to ensure it is wiped during removal.

1. Confirm the device is online. Navigate to Devices & Groups, locate the device, and verify its status shows Online. A wipe command cannot be delivered to an offline device.
2. Open the device and select Remove Device.
3. In the removal dialog, check Factory Reset and Wipe. For devices enrolled through Seamless Provisioning, also check Remove Registration to clear the provisioning enrollment record.
4. Complete the removal. The Console will send the wipe command to the device before deregistering it.

Verify: The device no longer appears in Devices & Groups, including under the Disabled filter, and the physical device reboots into the Android setup wizard.

Manually factory reset a device that was already removed without a wipe

If the device has already been removed without a wipe, it must be reset manually at the device. There is no remote option.

1. Power off the device completely.
2. Boot the device into Android Recovery Mode. The key combination varies by manufacturer — the most common combination is Power + Volume Down. Check your device manufacturer's documentation for the exact key sequence.
3. In Recovery Mode, select Wipe data / Factory reset and confirm the action.
4. Wait for the reset to complete. The device will reboot to the Android setup wizard when finished.
5. Re-provision the device using your preferred Esper enrollment method (QR code, Zero-Touch, KME, or Seamless Provisioning) if it needs to be redeployed.

Verify: After re-provisioning, the device appears in Devices & Groups with an Active status and is assigned to the correct group within a few minutes of enrollment completing.

When the device cannot be manually reset

If the device is physically locked, secured in a kiosk enclosure, or the hardware key combination for Recovery Mode has been disabled by the manufacturer, the device must be physically accessed by your IT or field team. There is no remote resolution once a device has been deregistered without a wipe command.

If this doesn't resolve it

If the device is stuck in a Disabled state and is still visible in the Console despite completing removal, or if Recovery Mode is inaccessible and the device cannot be reset, contact Esper Support. When you reach out, provide the following:

• The device serial number or IMEI
• The removal method used (Remove Only vs. Factory Reset and Wipe)
• The device manufacturer and model
• A screenshot of the device's current status in Devices & Groups, if it is still visible

--- **Improved title:** Device removed without factory reset — manually reset and re-provision

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.