"Device Not Available" Error Message: Identify Error Source and Next Steps

Android

Title: "Device is not available" error — identify the source and resolve it

When a managed device displays the message Sorry, this device is not available right now. contact support., the error can originate from a third-party application, the Esper kiosk launcher, or the Android system layer — and the correct resolution depends entirely on where the message appears.

Why this happens

This error message is not generated by Esper itself. It is most commonly thrown by a third-party application when that app cannot reach its own backend service — due to an outage, an authentication failure, or a licensing issue on the vendor's side. Less commonly, it can surface in the Esper kiosk launcher or at the Android system level, which points to a different root cause.

Step 1: Identify where the error appears

1. Take a screenshot of the error on the affected device. This is the fastest way to confirm the error's location in the UI.
2. Look at the context in which the message appears:
   • Inside a specific app's UI — the error originates from that application. Proceed to Step 2.
   • In the Esper kiosk launcher (on the home screen or lock screen managed by Esper) — proceed to Step 4.
   • At the Android system level (outside any app or launcher) — proceed to Step 5.

Step 2: Confirm Esper is functioning normally

Before involving the application vendor, verify the Esper Agent and device connection are healthy so you can rule out a platform-side issue.

1. Open the Esper Console and navigate to Devices & Groups → [Device Name].
2. Confirm the device shows a status of Online.
3. Select Actions → Ping and confirm the command completes successfully. A successful ping confirms the Esper Agent is responsive and the issue is isolated to the application layer.

Step 3: Record the application details

1. Note the full name of the application displaying the error.
2. Navigate to Devices & Groups → [Device Name] → Apps and locate the application.
3. Record the package name and installed version number. You will need both when contacting the vendor.
4. Note whether the error appears on one device or multiple devices — this helps the vendor distinguish an account-level issue from an infrastructure-wide outage.

Step 4: Contact the application vendor

Because the error originates from the application's own backend, only the vendor can resolve it. Esper has no visibility into or control over third-party application infrastructure.

1. Contact the application vendor's support team directly.
2. Provide the following information:
   • The exact error message: Sorry, this device is not available right now. contact support.
   • Application name and package name
   • Installed application version
   • Number of affected devices
   • Time the error first appeared
3. Ask the vendor to investigate:
   • Backend service availability
   • Device or account registration status in their system
   • Recent infrastructure, authentication, or certificate changes
   • License, subscription, or entitlement status for your account

Step 4 (alternate): Investigate the Esper kiosk launcher

If the error appears in the Esper kiosk launcher rather than inside a third-party app, the Blueprint applied to the device may have a misconfiguration.

1. Navigate to Devices & Groups → [Device Name] and select the Blueprint tab.
2. Review the applied blueprint and confirm the kiosk mode settings, allowed applications, and wallpaper or branding assets are correctly configured.
3. If you find a misconfiguration, update the blueprint and push it to the device. The device should reflect the new configuration within 5 minutes.

Step 5: Investigate an Android system-level error

If the error appears outside any application or launcher — on the raw Android home screen or lock screen — this indicates an issue at the OS or device provisioning level.

1. Navigate to Devices & Groups → [Device Name] and review the Activity Feed for any recent provisioning failures, compliance violations, or connectivity errors.
2. Check that the device is running a supported Android version and that the Esper Agent is up to date under Esper Software Updates.
3. If the device was recently factory reset or re-enrolled, confirm the enrollment completed without errors.

Verify

Verify: After the application vendor applies a fix, open the affected application on the device and confirm the error message no longer appears. The device status in the Esper Console should remain Online and all Esper commands should continue to execute normally throughout this process. If the issue was a launcher misconfiguration, the corrected UI should appear on the device within 5 minutes of pushing the updated blueprint.

If this doesn't resolve it

If the error persists after the vendor confirms a fix, or if you cannot determine which layer the error originates from, contact Esper Support. Before reaching out, collect the following:

• Screenshot of the error message showing its location in the UI
• Device name and serial number from Devices & Groups → [Device Name]
• Application package name and version
• Activity Feed export from the affected device
• Confirmation of whether the error affects one device or many, and when it first appeared

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.