Device stuck on "Sending device details" screen during 6-tap (QR) provisioning — reset and re-provision to recover

Android

If your device gets stuck on a "Sending device details" screen during 6-tap QR code provisioning, you can recover it by performing a factory reset and re-provisioning. This article walks you through the troubleshooting steps and recovery process.

Before you begin

When a device stalls on the "Sending device details" screen, the provisioning handshake with Esper's backend did not complete. No device record will be created in your Esper tenant. You must reset the device and re-provision it — there is no way to recover the incomplete provisioning from the Esper Console.

The most common cause is a network connectivity issue preventing the device from reaching Esper's backend servers during enrollment.

How to reset the stuck device

On the device showing the "Sending device details" screen, tap the Esper logo at the bottom of the screen multiple times (typically 5–7 taps) until a reset or diagnostic option appears.
Select the reset option to return the device to a factory state.

How to prepare your network

Connect the device to a different Wi-Fi network than the one you used before (for example, a mobile hotspot). This helps rule out network-level blocking of Esper's endpoints.
Verify that your network allows outbound HTTPS traffic on port 443. Refer to the Esper network requirements documentation for the complete allowlist of Esper backend endpoints.
Check for captive portals or firewalls with deep packet inspection (DPI) that may block provisioning traffic even when general internet access works.

How to re-provision the device

In the Esper Console, navigate to Provisioning → Provisioning Templates.
Select your provisioning template and choose Download QR to generate a fresh QR code.
On the reset device, perform 6 taps on the home button (or follow your device's setup workflow) to scan the QR code and begin provisioning again.
Complete the provisioning flow and wait for the device to fully boot.
Verify that the device appears in Devices & Groups in the Esper Console with a status of Active or Provisioned. A device record being created confirms that provisioning completed successfully.

If the device still stalls

If the device continues to stall on "Sending device details" after switching networks and retrying:

Collect Esper Agent logs via ADB to identify the specific enrollment failure:
- Ensure ADB is installed on your computer.
- Connect the device via USB cable.
- On the device screen, tap the device ID 5–6 times to trigger log collection. You will see a "Fetching logs" message.
- Pull the logs using this command:
```
adb pull /storage/emulated/0/Download/dpc_logs.zip <local_destination_path>
```
  For example:
```
adb pull /storage/emulated/0/Download/dpc_logs.zip /Users/espertest/Desktop
```
- Review the logs for enrollment API errors, SSL/TLS failures, or timeout messages.
Check for network interference such as captive portals, proxy servers, or firewalls with deep packet inspection that may be blocking Esper's provisioning traffic.

Still need help?

If you have collected Esper Agent logs showing enrollment API errors, SSL/TLS failures, or if the issue reproduces across multiple networks and device units, contact Esper Support and provide the following information:

The device model and Android version
The Esper Agent logs from the failed provisioning attempt
Details of the networks you tested (company Wi-Fi, mobile hotspot, etc.)
Any error messages displayed on the device