Ghost device restoration: reactivate a device that has disappeared from the Esper Console

Android

Title: Device missing from Esper Console — restore a ghost device record

When a previously enrolled device disappears from the Esper Console while the physical device still exists, the device's backend registration record has become inactive or corrupted. The device cannot be managed, commanded, or viewed until the record is restored.

Why this happens

A device's backend registration record can become stale if the device loses connectivity for an extended period, if its group is deleted and the association record becomes orphaned, or if a platform migration leaves the enrollment record in an inconsistent state. The physical device and its Esper Agent are unaffected — only the Console-side record is broken.

What you need before contacting support

Ghost device restoration cannot be performed through the Esper Console or API. Gather the following before submitting a request:

Device serial number (example: eeaf86ceaef)
Device name as it appeared in the Esper Console
Full group path the device belonged to, if applicable

Steps to restore a ghost device

Confirm the device is genuinely missing by navigating to Devices & Groups in the Esper Console and searching by device name and serial number. Rule out filtering, group-scope restrictions, or an inactive status filter hiding the device.
Do not delete or wipe the device record if any trace of it remains in the Console. Removing the record permanently eliminates the option to reactivate and forces a full re-provisioning.
Contact Esper Support and provide the serial number, device name, and group path collected above. Request a manual backend record reactivation. Esper Support will transition the record from inactive to active status on the backend.
Once Support confirms reactivation is complete, navigate to Devices & Groups and locate the device. Confirm the device name and serial number match your records.
Verify the device's group membership and Blueprint assignment are intact under Devices & Groups → [Device Name] → Device Details. If either was lost during the incident, reassign the device to the correct group and reapply the appropriate blueprint.

Verify: The device should appear in Devices & Groups with an Active status (green indicator) and respond to a ping or status poll within a few minutes of reactivation. App inventory and existing configuration should be preserved, because reactivation restores the enrollment record without modifying what is installed on the device.

If this doesn't resolve it

If Support determines the backend record is fully purged and cannot be reactivated, the device must be re-provisioned from scratch using your original provisioning method (QR code, Zero-Touch Enrollment, KME, or ABM). All prior group memberships and Blueprint assignments will need to be reapplied manually after re-provisioning.

If multiple devices across the same group or account are missing simultaneously, contact Esper Support immediately and include a full list of affected serial numbers. Provide screenshots of Devices & Groups showing the missing devices alongside any recent changes made to groups or account settings. Simultaneous disappearances may indicate a broader account-level data integrity issue requiring urgent investigation.

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.