QR Code (6-tap) provisioning fails to scan: troubleshooting steps and data collection guide

Android

If your Android device's camera won't scan the QR code during 6-tap provisioning, follow these troubleshooting steps to resolve the issue. This guide covers common causes and solutions.

Before you begin

Ensure your device is in a factory-reset state and displaying the initial setup screen. The 6-tap provisioning method only works immediately after a factory reset, before any other device setup occurs.

Step 1: Verify the 6-tap gesture

1. On the device's first "Welcome" or "Let's Go" setup screen (immediately after factory reset), tap the same area of the screen exactly 6 times in quick succession.
2. The device should respond with a prompt to scan a QR code or download the QR reader.
3. If nothing happens, perform a factory reset and retry. The device may have already moved past the provisioning window.

Step 2: Check QR code display quality

1. In the Esper Console, navigate to Provisioning → [Your Template or Blueprint Name] → Provisioning Methods → QR Code.
2. Display the QR code on a high-brightness screen (laptop or monitor) at full size.
3. Make sure no browser zoom, dark mode, or window scaling is distorting the code.
4. Test the QR code with a standard QR reader app on a separate device to confirm it's readable.

Step 3: Test on an isolated network

1. Connect both your provisioning device and the tablet to a mobile hotspot to eliminate corporate firewall, captive portal, or proxy interference.
2. Retry the 6-tap sequence and QR scan on this clean network.

Step 4: Try an alternative provisioning method

If QR code scanning continues to fail, use a different provisioning method:

1. In the Esper Console, navigate to Provisioning → [Your Template or Blueprint Name] → Provisioning Methods.
2. Choose one of these alternatives:
   • Android Flash Tool (AFW) — if supported by your device
   • Near-Field Communication (NFC) — if your device supports NFC bump
   • Zero-Touch Enrollment — if your device was purchased through a Zero-Touch reseller and runs Android 8.0 or later

Step 5: Collect diagnostic information

If the above steps don't resolve the issue, gather this information before contacting support:

• Device make, model, and Android OS version (found in Settings → About Device)
• A screen recording of the full provisioning attempt from power-on through the failure
• Test provisioning on a second device model to determine if the issue is device-specific

Step 6: Verify successful provisioning

Provisioning is successful when the device displays the Esper-managed home screen or kiosk launcher and appears as Online in Devices & Groups in the Esper Console.

Enrollment stalls after QR scan

If the device reaches the QR scan screen but hangs or errors after scanning, collect ADB Esper Agent logs:

adb logcat -s Esper Agent

Include these logs when contacting support to help identify the exact point of failure in the enrollment process.

Still need help?

Contact Esper Support and include the diagnostic information from Step 5, along with any ADB logs if applicable.