Esper Device Admin persists after factory reset: how to identify and remove lingering admin app

Android

If your device still has the Esper Device Admin app active after a factory reset, you may see a "not allowed by policy" error when trying to reset again. This article explains how to remove the lingering Esper Agent app so you can proceed with a clean factory reset.

Before you begin

Check whether Esper is still listed as a device administrator on your device:

1. Go to Settings → Security → Device Admin Apps (the path varies by manufacturer—some devices use Settings → Biometrics and Security → Device Admin Apps or Settings → General Management → Device Admin Apps).
2. Look for Esper Agent or Esper Agent in the list.
3. If it appears and is active, follow one of the options below to remove it.

Option 1: Deactivate Esper through Settings

Try this first if you can access the Device Admin Apps menu:

1. On your device, go to Settings → Security → Device Admin Apps.
2. Tap Esper Agent (or Esper Agent).
3. Tap Deactivate or Disable.
4. Once deactivated, go to Settings → General Management → Reset → Factory Data Reset and complete the reset.
5. After the reset, return to Settings → Security → Device Admin Apps to verify that no Esper entry is present.

Option 2: Remove Device Owner via ADB

If the deactivation button is greyed out or blocked by policy, use Android Debug Bridge (ADB) to remove the Device Owner:

1. Connect your device to a computer via USB with USB debugging enabled.
2. Open a command prompt or terminal and run:

   adb shell dpm remove-active-admin com.esper.devicemanagement/.DeviceAdminReceiver

3. If this command fails, first identify the correct package name by running:

   adb shell dpm list-owners

4. Use the package name returned in the command above and retry the remove-active-admin command.
5. Once successful, proceed with a factory reset from Settings.

Option 3: Re-enroll and perform a console-initiated Wipe + Remove

If you cannot access the Settings menu or USB debugging is disabled:

1. Re-enroll the device into Esper using your organization's provisioning method (QR code, Zero-Touch, or KME).
2. In the Esper Console, go to Devices & Groups → [Device Name] → Actions.
3. Select Wipe + Remove to issue a factory reset command from the Esper Console.
4. Wait for the reset to complete.
5. Verify that the device no longer appears in the Esper Console and that Settings → Security → Device Admin Apps shows no Esper entry.

If none of these options work

• If ADB is not accessible and re-enrollment is not possible, your device may need to be sent to the manufacturer for a hardware reset or firmware reflash, which will clear the Device Owner record.
• If you continue to experience this issue after trying all options above, contact Esper Support and provide:
  • Your device model and Android firmware version
  • Output of adb shell dpm list-owners
  • Output of adb shell dumpsys device_policy

Still need help?

If you've tried all the steps above and the Esper Device Admin app still persists, submit a support ticket. include your device model, Android version, and any error messages you encounter.