Seamless provisioning not triggering automatic onboarding after device transfer between tenants

Android

When a device previously managed under another Esper tenant is transferred to a new tenant, seamless provisioning does not trigger and the device fails to complete automatic onboarding.

Why this happens

Android enforces a single Device Owner at the operating system level. When the Esper Agent was installed on the device under the previous tenant, it registered itself as Device Owner. Removing the device from that tenant's Esper Console does not clear this registration from the device itself, so when seamless provisioning runs on the new tenant, the Android framework blocks enrollment because a Device Owner is already present. A factory reset is the only way to remove this residual state and allow the new tenant to claim Device Owner.

Before you begin

• Back up any data on the device. A factory reset permanently erases all local user data.
• Confirm which provisioning method your new tenant uses (QR code, Zero-Touch Enrollment, Knox Mobile Enrollment, or NFC). Have those credentials or materials ready before you reset.

Steps

1. Remove the device from the previous tenant if it is still active.
   In the previous tenant's Esper Console, go to Devices & Groups and locate the device. If its status is anything other than Removed, select the device, then choose Actions → Wipe & Remove and confirm. Wait until the device no longer appears as active. Skipping this step can cause the old tenant to retain a license seat and may create conflicts if the same serial number is later presented to the new tenant.
2. Factory reset the device.
   Use one of the following methods:
   • Via device Settings (recommended): On the device, navigate to Settings → General Management → Reset → Factory Data Reset, then confirm. The device will reboot one or more times.
   • Via hardware recovery menu: Power off the device, then hold the key combination for your device model to enter recovery mode. Select the factory reset option and confirm. The device will reboot one or more times.
   Wait until the device reaches the initial Android setup wizard before continuing. Do not tap through the setup wizard manually, as this can interfere with provisioning.
3. Confirm the device is registered for seamless provisioning in the new tenant.
   In the new tenant's Esper Console, go to Provisioning → Seamless Provisioning and verify that the device's IMEI, serial number, or device model is listed and mapped to the correct Blueprint. If the device is not listed, add it now before proceeding. This step ensures the provisioning trigger will fire when the device boots.
4. Initiate provisioning on the device.
   With the device at the Android setup wizard, use your new tenant's provisioning method — scan the QR code, allow Zero-Touch or KME to take over automatically, or perform an NFC bump, depending on your configuration. Follow any on-screen prompts to complete the onboarding flow. Do not interrupt the process by tapping the setup wizard manually.

Verify: In the new tenant's Esper Console, go to Devices & Groups and confirm the device appears with a status of Active. Check the Activity Feed on the device record to confirm the Blueprint was applied. The device should reach Active status within 10 minutes of completing the onboarding flow.

If this doesn't resolve it

If the device still fails to onboard after a factory reset, collect the following before contacting Esper Support:

• The device's serial number and IMEI
• The Android OS version and device model
• A screenshot of the provisioning configuration from Provisioning → Seamless Provisioning in the new tenant's Esper Console
• Any error message displayed on the device during the provisioning attempt
• The name of the previous tenant, if known

Contact Esper Support with these details so the team can inspect the device's enrollment state and provisioning configuration directly.

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.