Preloaded System Chrome Blocks Web App Launch in Kiosk Mode: Replace with Play Store Version

Android

When a web app or PWA fails to launch in kiosk mode, the device is likely running a preloaded system version of Chrome that does not support the modern web standards your app requires.

Why this happens

Android devices often ship with a manufacturer-preloaded version of Chrome baked into the system image. This version does not update automatically, and installing Chrome from the Google Play Store creates a second, separate installation rather than replacing the system version. Until the system version is explicitly disabled, the OS continues to use it as the default browser handler — causing kiosk web apps to fail to load or launch incorrectly.

Before you begin

Confirm all of the following before proceeding, as unmet prerequisites are the most common cause of installation timeouts:

The device is online (Wi-Fi or cellular)
The device is plugged in and charging
The device is not actively in use — exit kiosk mode temporarily if needed
Chrome is not running in the foreground

Step 1: Identify the active Chrome version

Open the Esper Console and navigate to Devices & Groups.
Select your device by name.
Click the Apps tab.
Locate Chrome in the app list and note the version number shown. If it does not match the current Google Play Store release, the device is running the preloaded system version.

Step 2: Install the Play Store version of Chrome

Navigate to Devices & Groups → [Device Name] → Actions.
Select Install New App.
Search for and select the latest stable Google Chrome from the Google Play Store.
Click Install and wait for the installation to complete. If the command times out, verify all prerequisites above are met and retry during a low-activity maintenance window when the device is guaranteed to be idle and charging.

Step 3: Disable the preloaded system Chrome

Installing the Play Store version alone is not enough — the system Chrome must be explicitly disabled so the OS routes browser requests to the updated version instead.

Navigate to Devices & Groups → [Device Name] → Remote Access → ADB.
Open a Remote ADB session.
Run the following command to disable the preloaded system Chrome for the primary user:
```
adb shell pm disable-user --user 0 com.android.chrome
```

Step 4: Relaunch the kiosk web app

Re-enter kiosk mode on the device.
Launch the web app from the kiosk shortcut and confirm it loads correctly.

Verify: Navigate to Devices & Groups → [Device Name] → Apps and confirm the active Chrome version matches the current Play Store release. The kiosk web app should launch without errors immediately after kiosk mode is re-entered.

If this doesn't resolve it

If the web app still fails to launch after completing all steps, contact Esper Support with the following information:

Device serial number
The version number of the system Chrome (noted in Step 1)
The version number of the Play Store Chrome installed in Step 2
A screenshot or description of the exact error or behavior seen when the web app fails to launch
Output of the ADB command from Step 3, if an error was returned

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.