Device stuck in Registered state after Seamless Provisioning: verify Esper Agent is present in firmware

Android

If your device remains in Registered state after Seamless Provisioning and never transitions to Active, the Esper Agent may not be present in your device firmware. This article explains how to verify the agent is installed and what to do if it's missing.

Before you begin

Seamless Provisioning embeds the Esper Agent directly into device firmware by the manufacturer. If the firmware shipped on your device doesn't include the agent, the device cannot contact Esper and enrollment will not complete. A factory reset won't help because it restores the same firmware.

How to verify Esper Agent is on your device

1. On your physical device, open Android Settings → Apps (or Application Manager).
2. Search for Esper Agent.
3. Confirm whether the application appears in the list and whether it's enabled.

If Esper Agent is missing or disabled

1. Contact your device reseller or OEM and confirm:
   • Whether the firmware image shipped on your device includes the Esper Agent.
   • The correct firmware version that should contain the embedded agent.
   • Whether a firmware reflash or OTA update is available with the properly integrated Esper Agent.
2. Request the OEM provide a corrected firmware image if needed.
3. Once you have the correct firmware, reflash your device and power cycle it.
4. The Esper Agent should initiate the onboarding flow automatically on first boot.

If Esper Agent is present but not launching

1. Verify the agent version is compatible with your Esper tenant by navigating to Devices & Groups → [Device Name] in the Esper Console to check available device metadata.
2. If you have ADB access to your device, run:

   adb shell pm list packages | grep esper

   to confirm the package name and installation state.
3. Then run:

   adb shell dumpsys package com.example.app

   to inspect the agent's enabled/disabled state and version.

How to re-provision after firmware is fixed

1. Once you confirm the correct firmware is on your device, remove the existing device record from the Esper Console: Devices & Groups → [Device Name] → Actions → Remove Device.
2. Re-register the device in the appropriate group with the correct Blueprint.
3. Power cycle the device and allow the agent to complete onboarding.
4. Verify that your device transitions from Registered to Active in the Esper Console.
5. Confirm your kiosk application launches and the device appears online with heartbeat activity visible under Devices & Groups → [Device Name] → Overview.

If enrollment still doesn't complete

• If the OEM confirms the firmware is correct but the device still doesn't enroll, collect Esper Agent logs via ADB:

  adb shell logcat -d | grep -i esper

• If the Esper Agent is present and enabled but enrollment still fails, gather your device serial, Esper device ID, firmware version string from Android Settings → About Device → Build Number, and the ADB output above.
• If multiple devices from the same batch show this behavior, contact your OEM immediately — this indicates a batch firmware defect.

Still need help?

If you've verified the Esper Agent is on your device and enrollment still doesn't complete, contact Esper Support with your device serial, Esper device ID, and the ADB output from the steps above.