Enterprise app installation failure on single device: retry installation to resolve transient download failure

Android

When an enterprise app fails to install on a single device, the installation status in the Esper Console shows Failed or remains stuck on Pending without completing.

Why this happens

Most single-device installation failures are caused by a transient network interruption that broke the download mid-transfer, or a download link that expired before the Esper Agent could complete the installation. The fix is to confirm the device is ready and re-push the installation to generate a fresh download attempt.

Before you start

Confirm the device is online and on a stable network connection.
Confirm the device has enough free storage for the app. Check this at Devices & Groups → [Device Name] → Device Info.
Confirm no other app installation is currently in progress on the device. Check Devices & Groups → [Device Name] → Activity Feed for queued commands.

Steps

Navigate to Devices & Groups → [Device Name] → Apps in the Esper Console and note the current installation status of the app — Failed, Pending, or absent from the list entirely.
Navigate to Apps & Configuration → Apps → [App Name] and select Install. When prompted, select the affected device. This re-pushes the installation command and generates a fresh download link, which resolves expired-link failures.
Monitor the installation status at Devices & Groups → [Device Name] → Apps until the status changes to Installed.

Verify: The app should appear under Devices & Groups → [Device Name] → Apps with the status Installed and the correct version number within 5 minutes of re-pushing the command. If the device is on a slow or metered connection, allow additional time for the download to complete.

If this doesn't resolve it

Work through the following checks in order:

Low storage: Go to Devices & Groups → [Device Name] → Device Info and review available storage. Free up space on the device, then repeat the steps above.
Expired or corrupt app package: Go to Apps & Configuration → Apps → [App Name] and re-publish the app to generate a new package. Retry the installation after re-publishing.
Multiple devices affected: If devices across the same group are failing to install the same app at the same time, this points to a broader network or platform issue rather than a single-device problem. Collect the device serial numbers, the app name and version, and any error messages visible in the Console before contacting support.

If the failure continues on this device after completing all checks, collect a bug report by navigating to Devices & Groups → [Device Name] → Actions → Request Bug Report. Contact Esper Support and include the device serial number, app name and version, installation status screenshots, and the bug report file.

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.