Device automatically exits Kiosk Mode and enters Multi-App Mode: kiosk package cleared during app/package sync

Android

Title: Device switches from Kiosk Mode to Multi-App Mode — restore Kiosk Mode

When a device unexpectedly exits Kiosk Mode and enters Multi-App Mode, the device becomes fully unlocked, exposing the home screen and all installed apps to end users. In some cases, attempting to re-apply the original Kiosk Mode in the Esper Console shows an OK button that is greyed out and cannot be clicked.

Why this happens

During an app or package sync, the kiosk package reference stored on the device can be cleared. When Esper Agent loses track of the designated kiosk app, it exits lock-task mode and falls back to Multi-App Mode. The greyed-out OK button occurs because the Console detects no valid kiosk package to lock to, making it impossible to re-apply the same mode directly.

Before you do anything else

If the mode change is happening right now and the device has not yet been rebooted, capture a bug report immediately. This preserves diagnostic data that would otherwise be lost after a reboot.

1. Navigate to Devices & Groups → [Device Name] → Device Details.
2. Select Capture Bug Report and wait for the report to be collected. Save the report reference — you will need it if you contact support.

Restore Kiosk Mode

1. Navigate to Devices & Groups and select the affected device.
2. On the device Overview tab, note the exact name of the Kiosk Mode configuration the device should be running (for example, Hotel Studio Kiosk). You will return to this configuration at the end.
3. Navigate to Devices & Groups → [Device Name] → Apps and install a secondary kiosk app on the device. This app acts as a temporary kiosk target so the Console has a valid package to lock to, which re-enables the OK button.
4. Switch the device to a Kiosk Mode configuration that uses the intermediate kiosk app. Confirm the device enters lock-task mode and is stable — the device screen should display only the intermediate app with no access to the home screen or other apps.
5. Switch the device back to your original Kiosk Mode configuration identified in step 2. Navigate to Devices & Groups → [Device Name] → Overview, open the mode selector, and apply the correct configuration. The OK button should now be active.

Verify: Within 5 minutes, Devices & Groups → [Device Name] → Overview should show the correct Kiosk Mode name as active, and the device screen should display only the intended kiosk app in lock-task mode with no access to the Android home screen.

If this doesn't resolve it

If the OK button remains greyed out after switching to the intermediate mode, or if the device returns to Multi-App Mode again after the fix, contact Esper Support with the following information:

• The bug report captured from the device (reference number or downloaded file)
• Your device ID and tenant name
• The exact date and time you first noticed the mode change
• The number of devices affected on your account
• Whether the device was online or offline when the issue occurred

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.