Lock screen PIN input unresponsive after device wakes from sleep

Android

If your Android device won't unlock after you enter the correct PIN on the lock screen following sleep or screen timeout, this article explains how to resolve the issue.

Before you begin

This issue typically occurs after your device wakes from sleep or screen timeout. You may notice that the lock screen accepts your PIN digits but the device does not unlock. A software update to your Esper agent usually resolves this.

How to apply the software update

In the Esper Console, go to Devices & Groups and select your affected device.
Confirm the device shows as online.
Navigate to the Updates section and apply the latest available Esper agent update.
Allow the device to complete the update and reboot.
After the update finishes, perform a full sleep/wake cycle:
- Put the device to sleep.
- Wake the device.
- Enter your PIN on the lock screen.
The device should now proceed past the lock screen normally.

Temporary workaround if you need immediate access

If you need to unlock your device right away while waiting for the software update:

Use the Remote Viewer feature in the Esper Console to connect to your device.
Put the device to sleep.
Close your Remote Viewer session.
Reconnect via Remote Viewer.
Try entering your PIN again.

This workaround temporarily restores lock screen responsiveness for that wake cycle, but it does not permanently fix the issue. Apply the software update for a lasting resolution.

If the software update doesn't resolve the issue

If the problem persists after applying the latest agent update:

Go to Devices & Groups, select your device, and navigate to Bug Report.
Collect a bug report from your device.
Contact Esper Support and attach the bug report to your request. Include:
- The device model and Esper agent version.
- How often the issue occurs.
- Whether other devices in your group are affected.

If you have configured a lock screen or PIN policy through Esper, verify that no conflicting Android system settings at the device manufacturer level are interfering with the managed lock screen behavior.

Still need help?

Contact Esper Support if the issue persists or affects multiple devices in your fleet. include your device serial numbers, the Esper agent version, and any bug reports collected.