"Remove Registration" greyed out for Seamless Enrolled device: remove duplicate registration entry to unblock

Android

AndroidiOS

If the Remove Registration button is greyed out for your Seamless Enrolled device, you likely have a duplicate device entry in your console. This article explains how to identify and remove the duplicate registration so you can clean up the device and enroll it elsewhere.

Before you begin

This issue only affects devices provisioned using Esper Seamless Enrollment (OEM-imaged devices with Esper pre-installed). If your device was enrolled via QR code, Zero-Touch, or ABM, the absence of a Remove Registration button is normal and not an error.

How to identify the duplicate device entry

1. Open the Esper Console and go to Devices & Groups.
2. Search for the affected device using its serial number.
3. Look for near-duplicate entries—identifiers that differ only in the final character or by a single character substitution. Common examples include:
   • 0 (zero) vs O (letter O)
   • G vs 0
4. Note which entry is your primary managed device and which is the duplicate.

How to remove the duplicate registration

1. Open the duplicate device entry (not your primary one).
2. Scroll to the Actions section. The Remove Registration button should now be available.
3. Click Remove Registration and confirm the action. This clears the active Seamless Enrollment registration record.

How to remove and reset your primary device

1. Return to your original (primary) device entry.
2. Click Remove Device.
3. Enable both Factory Reset and Wipe External Storage options.
4. Confirm the action.
5. Wait for the device to complete the factory reset and reboot. It should not re-add itself to the Esper Console.

What if the steps above don't work?

If no duplicate entry is visible: The registration may exist in the backend but not display in the UI. Contact Esper Support with your device serial number. Our team can query the registration table to identify orphaned or mis-associated records.

If the device continues to re-provision: The Seamless registration may have been created at the OEM or KME level (through an upstream enrollment program like Google Zero-Touch or KME portal). In this case, you must also remove the registration from the upstream portal before the device will stop auto-provisioning.

If Remove Registration remains greyed out on all entries: The Seamless Enrollment record may never have been successfully created. Contact Esper Support to confirm the provisioning method and registration status.

Still need help?

If you're unable to resolve this issue, submit a support ticket with your device serial number and a screenshot of the Actions section showing the greyed-out button.