Devices & Groups shows "Something went wrong" — how to fix it

Android

When navigating to Devices & Groups in the Esper Console, the page fails to load and displays a "Something went wrong" error instead of your device list.

Why this happens

This error typically appears when the Esper Console cannot retrieve device data for your account. The cause is usually a stale browser session, a corrupted cache, or a temporary backend service disruption affecting your tenant.

Steps to resolve

1. Perform a hard refresh on the Devices & Groups page. Press Ctrl+Shift+R on Windows or Linux, or Cmd+Shift+R on Mac. A hard refresh forces the browser to reload all assets from the server rather than serving a cached version that may be incomplete or outdated.
2. Clear your browser cache and cookies, then close and reopen your browser. Log back into the Esper Console and navigate to Devices & Groups. Cached session data can cause the Console to send malformed requests that the backend cannot process.
3. Open an incognito or private browsing window and log into the Esper Console. Navigate to Devices & Groups and check whether the error still appears. If the page loads correctly in incognito mode, the issue is isolated to your browser profile, and clearing cache and cookies (Step 2) should resolve it permanently.
4. Try a different browser or device. If the error persists across multiple browsers or devices, the issue is unlikely to be browser-specific.
5. Check whether the error affects other users in your account. Ask a teammate to log into the Esper Console and navigate to Devices & Groups. If the error appears for all users, this indicates a backend service issue affecting your tenant rather than an individual browser problem.
6. Collect browser console errors to send to Esper Support if the above steps do not resolve the issue. Press F12 to open developer tools, select the Console tab, reproduce the error, then take a screenshot of any messages shown. Note the exact time the error occurs. This information significantly reduces investigation time.

Verify: After completing these steps, navigate to Devices & Groups in the Esper Console. Your device list should load fully within a few seconds with no error message. If another user also reported the issue, confirm they can now access the page as well.

If this doesn't resolve it

If the error persists after all steps above — especially if it affects all users in your account — a backend service incident may be impacting your tenant. Contact Esper Support and include the following:

• Your Esper tenant ID or account name
• The exact URL where the error appears
• The date and time you first saw the error
• Whether the error affects all users or only your account
• Your browser name and version, and operating system
• A screenshot of any errors from the browser Console tab (Step 6)

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.