Devices Not Appearing in Esper Dashboard: Verify Group Membership and Admin Access

Android

If your devices aren't appearing in the Esper dashboard after provisioning, the issue is usually related to group membership or access permissions rather than a platform error. This article walks you through checking your device registration, group structure, and user permissions to locate your devices.

Before you begin

Make sure you have admin or viewer access to the Esper Console. If you're not the account owner, ask your administrator to verify your group-level permissions.

Step 1: Search for your device directly

1. Go to Devices & Groups in the Esper Console.
2. Use the search bar at the top to search by device serial number or device code.
3. If your device appears in search results, it is registered on the platform. Proceed to Step 2.
4. If your device does not appear in search results, your device may not be provisioned. Contact Esper Support with your device serial numbers and provisioning method.

Step 2: Check your group and subgroup structure

Devices in subgroups are only visible when you navigate to that specific subgroup. They may not appear when browsing the parent group alone.

1. Go to Devices & Groups.
2. Click your parent group name to expand it.
3. Look for any nested subgroups (indicated by expandable folder icons).
4. Click on each subgroup to view devices assigned to that subgroup.
5. Confirm your devices appear in the correct subgroup.

Step 3: Verify your access permissions

Your user account may not have the correct permissions for the subgroup where your devices are located.

1. Ask your account administrator to go to Company Settings → User Management.
2. Find your username in the list and click it.
3. Confirm you have at minimum Viewer access (or Admin access) scoped to the specific subgroup where your devices are located.
4. Parent group access does not automatically grant visibility into all subgroups. Your administrator may need to add you to the subgroup explicitly.

Step 4: Navigate directly to your subgroup

1. Go to Devices & Groups → [Parent Group] → [Subgroup Name].
2. Verify your devices now appear in the device list.
3. Check that device status (online/offline) is displayed correctly.

Step 5: Troubleshoot if devices are still not visible

If you've completed the steps above and your devices are still not visible:

• Check whether you are applying any filters or search queries that might exclude your devices. Clear any active filters and try again.
• Try a different browser or clear your browser cache.
• Take a screenshot showing:
  • The exact navigation path you are using (the breadcrumb trail at the top of the Esper Console)
  • Any error messages or empty-state prompts on screen
  • The URL of the Esper Console page you are viewing

Still need help?

If your devices appear in the search results but not in your subgroup view, or if you believe you have the correct permissions but still cannot see your devices, contact Esper Support. include:

• Your device serial numbers or device codes
• Your enterprise or tenant ID
• Your username
• A screenshot of your console showing the issue