Device in Registered state not responding to Blueprint converge commands

Android

If your Android device appears online in the Esper Console but fails to respond to Blueprint commands, it may have lost its Device Owner or Device Administrator binding. This article walks you through diagnosing the issue and re-provisioning your device to restore management functionality.

Before you begin

You'll need:

• Access to the Esper Console
• Physical or remote access to the affected device to check its settings
• The original provisioning method used (QR code, Zero-Touch, KME, or Android for Work)

Check your device state in the Esper Console

1. In the Esper Console, go to Devices & Groups → [Device Name] → Overview.
2. Confirm the device shows Registered state instead of Active.

If your device shows Active state but Blueprint commands are still failing, skip to the "Check Device Administrator rights" section below.

Check Device Administrator rights on the device

1. On the device, open Settings → Apps → Esper Agent → App Info and note:
   • The app version number
   • Whether the app is enabled or disabled
2. Navigate to Settings → Security → Device Admin Apps (the exact label varies by Android version; it may appear as Device Administrators).
3. Confirm whether Esper Agent is listed as an active device administrator.
4. Open the Esper Agent app directly and note what screen or state it displays.

Re-provision your device

If Device Administrator rights are not active and cannot be restored, you must perform a factory reset and re-provision the device.

1. On the device, open Settings → General Management → Reset → Factory Data Reset and confirm the factory reset.
2. After the device restarts, re-provision it using your original provisioning method:
   • QR code scan
   • Zero-Touch Enrollment
   • KME (Knox Mobile Enrollment)
   • Android for Work (AFW)
3. Wait for the device to complete provisioning and restart.

Verify the device is active

1. In the Esper Console, go to Devices & Groups → [Device Name] → Overview.
2. Confirm the device now shows Active state.
3. Go to Devices & Groups → [Device Name] → Blueprint → Apply Blueprint.
4. Select your target Blueprint and apply it.
5. Verify the command status shows Success.

If Blueprint commands still fail

If your device shows Active state but Blueprint converge commands continue to fail:

1. Collect diagnostic logs from the device:
   • On the device, open Settings → Apps → Esper Agent → Logs if available.
   • Alternatively, use ADB to capture logs:

     adb shell logcat -d | grep -i "esper\|Esper Agent\|blueprint"

2. Contact Esper Support and provide:
   • Device serial number
   • Tenant URL
   • Esper Agent app version
   • Android OS version
   • Device OEM and model
   • A screenshot of the Device Admin Apps screen
   • The diagnostic logs you collected

Still need help?

If the steps above don't resolve your issue, submit a support ticket and include your device serial, tenant URL, app version, and the diagnostic information mentioned above.