Device stuck in Esper after failed provisioning: remove orphaned device entries

Android

When provisioning fails partway through, the device record remains visible in your Esper Console but the Esper Agent never fully enrolled the device — leaving an orphaned entry you cannot remove through normal steps.

Why this happens

Provisioning writes a device record to your Esper Console at the start of enrollment, before the Esper Agent completes its connection. If the process is interrupted — by a QR code scan that was abandoned, a device reset mid-enrollment, or a duplicate provisioning attempt — the record persists in the Console with no active Esper Agent to receive remote commands, including deletion.

Step 1: Collect the affected device identifiers

Before attempting removal, note the serial number or Esper Device ID for every affected device. Navigate to Devices & Groups, find each stuck device by name or serial number, and record its Esper Device ID from the device detail panel. If multiple devices failed at the same time, collect all IDs now to avoid repeating these steps.

Step 2: Attempt removal through the Esper Console

1. Go to Devices & Groups.
2. Locate the orphaned device by name, serial number, or Esper Device ID.
3. Click the device name to open its detail view.
4. Select Remove Device and confirm when prompted.

Verify: The device entry should disappear from Devices & Groups immediately after removal. If it is gone, the physical device can be factory-reset and re-provisioned as needed.

Step 3: Prepare the physical device if console removal fails

If Remove Device is unavailable, returns an error, or the entry reappears after removal, the record is fully orphaned and must be cleared from the backend. Before contacting support, complete these steps on the physical device so it does not interfere with re-enrollment:

1. Perform a factory reset on the physical device.
2. Confirm the Esper Agent is no longer installed after the reset.
3. Confirm the device is not actively attempting to re-enroll — disconnect it from Wi-Fi if necessary.

If this doesn't resolve it

If the orphaned device entry remains in your Console after completing all steps above, the record must be removed directly from your tenant backend. Contact Esper Support and include:

• The serial number(s) or Esper Device ID(s) of all affected devices
• The approximate date and time provisioning failed
• Whether the physical device is currently online or offline
• The provisioning method used (QR code, manual, or zero-touch)

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.