Removing offline/lost devices and deleting an empty group from the Esper Console

Android

When devices go offline or are physically lost, they remain in their assigned group on the Esper Console, blocking you from deleting that group until every device record is removed.

Why this happens

Esper Console groups can only be deleted when they contain zero devices and zero subgroups. Offline and lost devices still hold an active record in the platform even though the physical hardware is unreachable. Removing those records does not require a factory reset — the two actions are independent.

Remove offline or lost devices from a group

1. In the Esper Console, navigate to Devices & Groups and open the group containing the devices you want to remove.
2. Use the Filter options to narrow the list — filter by OS type and set provisioning state to Provisioned — so bulk selection is accurate and does not accidentally include devices from other groups.
3. Select all devices you want to remove, or check individual device rows.
4. Click Actions and choose Remove Device.
5. In the removal dialog, disable the Factory Reset toggle. For offline or lost devices, leaving this enabled causes the Console to queue a reset command indefinitely against hardware it cannot reach. Disabling it removes the device record from Esper without attempting to wipe the physical device.
6. Confirm the removal. Repeat steps 3–6 until the group contains zero devices.

Delete the now-empty group

1. In Devices & Groups, locate the group you just emptied. Confirm that its device count reads zero and that no subgroups are nested inside it. A group cannot be deleted while child subgroups remain, even if those subgroups are also empty.
2. Open the group options menu (the ⋮ icon next to the group name) and select Delete Group.
3. Confirm the deletion. This action is permanent and cannot be undone.

Verify: The deleted group should no longer appear under Devices & Groups immediately after confirmation. Removed device records should also be absent from all device listings within 5 minutes. If your licensing is consumption-based, confirm with your Account Manager that your licensed seat count is adjusted to reflect the removed devices.

If this doesn't resolve it

Two issues can prevent completion:

• Delete Group option is greyed out after all devices are removed: Check for nested subgroups — every child subgroup must be emptied and deleted before the parent group becomes deletable. If no subgroups exist and the option remains unavailable, a stale device record may not be visible in the Console due to a backend sync delay.
• Removed devices still appear in device listings: Wait up to 5 minutes for the Console to sync. If records persist beyond that, the removal may not have completed successfully.

If either issue persists, contact Esper Support and provide the following:

• The group name and its full path under Devices & Groups
• The device serial numbers or Esper Device IDs of any records that remain visible
• A screenshot of the group options menu showing the greyed-out Delete Group option, if applicable

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Suggested title: Offline or lost devices blocking group deletion — remove device records without factory reset

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.