"Sorry, this device is not available right now" error on Esper-managed devices: confirm third-party app origin before escalating

Android

If you see a "Sorry, this device is not available right now" message on your Esper-managed devices, this error is typically generated by a third-party application running on the device, not by Esper itself. This guide helps you identify the error source and resolve it quickly.

Identify which application is displaying the error

The first step is to determine whether the error is coming from a specific application or from the device itself.

1. Look at the device screen or screenshot carefully.
2. Check whether the error appears:
   • Inside a specific application (such as [customer] or another third-party app)
   • Before any app launches
   • As a system-level overlay across the entire device
3. If the error is displayed within a specific application, proceed to the next section. If the error appears at the system level or before any app launches, skip to Confirm the Esper agent is functioning normally.

Confirm the Esper agent is functioning normally

If the error is appearing inside a specific third-party application, verify that the Esper agent itself is working correctly by checking the following:

1. Log in to the Esper Console and navigate to Devices & Groups.
2. Select the affected device and confirm it shows as Online.
3. Verify that you can execute remote commands and view the device remotely.
4. If the device is responsive and online, the Esper agent is functioning normally. The error is application-specific and not related to Esper or your device's operating system.

Contact the third-party application's support team

Application-level errors must be resolved by the vendor who created and maintains the app. Contact their support team with the following information:

• The exact error message displayed
• When the error first appeared
• How many devices are affected
• Any recent changes to your account or environment
• The app version currently deployed on your devices

To find the app version deployed via Esper, navigate to Apps → [App Name] → Version History in the Esper Console.

Provide Esper-specific information if the vendor requests it

While the vendor investigates, you can help by providing details about your Esper configuration if they ask:

• Network or firewall settings in your Blueprint
• Device information from Devices & Groups → [Device Name] → Device Info
• Recent changes to your device Blueprint or app deployment

Contact Esper Support if you need help gathering this information.

If the error appears at the system level

If the error is not inside a specific application and instead appears before any app launches or as a system-level overlay, this may indicate an issue with the Esper agent itself.

1. Navigate to Devices & Groups → [Device Name] → Logs → Request Logs to view the device logs.
2. Alternatively, you can pull logs via ADB:

   adb shell logcat -d -s EsperDeviceManager > dpc_logs.txt

3. Review the logs for any errors or unexpected provisioning states.
4. Check whether the error appeared immediately after an Esper agent update or Blueprint push.
5. If you see unusual errors in the logs or if multiple devices across your organization are displaying the same system-level error, contact Esper Support and include the logs with your ticket.

Still need help?

If you've confirmed the error is application-specific and the third-party vendor needs additional Esper configuration details, or if you believe this is an issue with the Esper agent itself, submit a support ticket and we'll assist you right away.