Bug Report Request Times Out in Esper Console: Confirm Prompt on Device to Unblock

Android

When you request a bug report from the Esper Console, the device displays a system confirmation dialog. If no one taps "Share" on the device screen to authorize the report, the request times out. This article explains why this happens and how to resolve it.

Before you begin

Bug report requests require a person to physically or remotely access the device screen to confirm the Android system prompt. If your device is in an unattended location, coordinate with an on-site contact before initiating the request.

How to fix a timed-out bug report request

Ensure someone has visual access to the device screen.
In the Esper Console, navigate to Devices & Groups → [Device Name] → Capture Logs.
Click Request Bug Report.
Watch the device screen for the system dialog: "Share bug report?" This appears shortly after you send the request.
Tap Share on the device to authorize the report.
Return to the Esper Console and wait for the status to change from "In Progress" to "Completed."
Verify the bug report shows a download link or "Completed" status under Capture Logs.

If the Share prompt doesn't appear

Verify the device is online: Check that the device shows a connected status in the Esper Console. If it's offline, restore connectivity first and retry.
Wake the device screen: If the device screen is off or in low-power mode, the dialog may not be visible. Turn on the screen before requesting the bug report.
Check the Esper agent: Confirm the Esper Esper Agent agent is active and responsive on the device.

If the prompt appears but the request still times out

If the user taps Share but the Esper Console still shows "Timed out" or the report fails to upload, this may indicate an issue with the device agent or network connectivity.

Collect ADB logs as an alternative: Use the command adb bugreport from a connected workstation to retrieve the report manually. See Logs and Bug Reports for detailed ADB steps.
Try again on another device: If the issue persists only on specific devices, test the bug report request on a different device to isolate the problem.

Why the Share prompt is required

Android requires explicit user confirmation before generating and uploading a bug report. This is a mandatory Android operating system requirement and cannot be bypassed or pre-authorized through Esper policies. the Esper Console request waits for the device to receive user confirmation within a fixed timeout window. If no action is taken, the request expires.

Still need help?

Contact Esper Support if the bug report request continues to time out after following these steps or if the device agent appears unresponsive across multiple attempts.