Device removal appears stuck but devices are no longer visible in the Esper Console

Android

If you've initiated device removal in the Esper Console but the devices no longer appear or the removal seems stuck, this article will help you verify the status and complete the process.

Before you begin

Device removals may appear delayed if:

The device is offline — the removal command will execute when the device reconnects
Your Console view hasn't refreshed — try refreshing your browser
Another admin has already removed the device

How to verify device removal status

Go to Devices & Groups in the Esper Console.
Search for the device using its serial number or device name in the search bar.
Check all groups and the default ungrouped view.

If the device does not appear anywhere, removal has completed successfully. No further action is needed.

If the device still appears, continue to the next section.

How to remove a device that's still visible

Select the device from the list.
Click Actions and choose Remove Device.
Select your removal method:
- Remove Only — removes the device from the Esper Console but leaves the Esper agent installed on the device
- Wipe + Remove — factory resets the device and removes it from the Esper Console
Confirm the removal action.

If the device is offline, the removal command will be queued and execute when the device reconnects. If the device is permanently decommissioned and will not reconnect, use Wipe + Remove.

How to verify removal completed

Return to Devices & Groups.
Search for the device by both name and serial number.
Check that it no longer appears in any group or in the default ungrouped view.

If removal fails or gets stuck

If the device is visible in the Esper Console but the Remove action consistently fails or produces an error:

Take a screenshot of the error message and note whether the device shows as Online, Offline, or Provisioning
If the device appears stuck in a "Removing" state for more than 30 minutes, contact Esper Support with the device serial number and details of which removal method you attempted

Note: If you're using Remove Only and plan to redeploy the device outside of Esper, you'll need to manually uninstall the Esper agent or perform a factory reset on the device.

Still need help?

If the device is still not removing or you're seeing an error, submit a support ticket and include the device serial number, whether the device is online or offline, and the error message (if any).