Wi-Fi Off tenant-level setting not applying after provisioning or reverting on enrolled devices

Android

When the Wi-Fi Off setting is configured at the tenant or group level, some enrolled devices may keep Wi-Fi enabled or revert to an on state after provisioning completes or after a reboot.

Why this happens

The Wi-Fi Off setting requires the Esper Agent to receive and apply a policy command after the device comes online. If the agent has not completed its initial sync, if a Blueprint applied at the device level does not explicitly define the Wi-Fi state, or if the device OEM restricts system-level Wi-Fi control, the tenant-level setting can be ignored or overwritten.

Steps to resolve

1. Confirm the Wi-Fi Off setting is active at the correct level.
   Go to Devices & Groups → [Group or Tenant] → Settings → Wi-Fi and verify Wi-Fi Off is enabled. Then check whether the affected devices have a Blueprint applied at the device level — a device-level Blueprint takes precedence over tenant defaults, so if that blueprint does not explicitly set Wi-Fi Off, the tenant setting will not apply.
2. Check the device's policy sync status.
   Navigate to Devices & Groups → [Device Name] → Device Details and confirm the device shows as Online. Review the last policy sync timestamp. A stale timestamp means the Esper Agent has not received the latest commands — the Wi-Fi Off setting cannot take effect until sync completes.
3. Apply a Blueprint that explicitly includes the Wi-Fi Off setting.
   Go to Devices & Groups → [Device Name] → Blueprint and apply or reapply a blueprint that has the Wi-Fi Off setting explicitly defined rather than inherited. Relying on a tenant-level default without an explicit device-level definition is the most common cause of this issue.
4. Reboot the device.
   Navigate to Devices & Groups → [Device Name] → Actions → Reboot and issue a reboot command. Some OEMs restore Wi-Fi state on restart — confirming behavior after a reboot cycle determines whether this is a persistence issue specific to the device model.
5. Collect diagnostic data if the issue persists after the reboot.
   
   • Request a bug report from the Console: go to Devices & Groups → [Device Name] → Actions → Request Bug Report.
   • If the device is offline or the request times out, capture the report via ADB:

     adb bugreport bugreport_wifi_issue.zip

   • Capture Wi-Fi and policy log events via ADB to identify which package is re-enabling Wi-Fi:

     adb logcat -v threadtime | grep -iE "wifi|policy|admin"

     Note any log lines where Wi-Fi transitions from OFF to ON and record the calling package name.

Verify: After applying the Blueprint and rebooting, go to Devices & Groups → [Device Name] → Device Details → Network. Wi-Fi should show as Disabled. Confirm this state persists through at least one full reboot cycle before considering the issue resolved.

If this doesn't resolve it

If Wi-Fi continues to revert or fails to apply after completing all steps above, contact Esper Support with the following information:

• Bug report ZIP file
• ADB logcat output showing the Wi-Fi state transition and calling package
• Device model, OEM, Android OS version, and Esper Agent version (found at Devices & Groups → [Device Name] → Device Details → Device Info)
• Confirmation of whether the issue reproduces on a freshly provisioned device of the same model
• Screenshot or export of the Blueprint configuration applied to the affected device

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.