Kiosk Mode offline with no network: reconnect using alternative connectivity methods

Android

When a device in Kiosk Mode loses its Wi-Fi connection, the standard settings UI is locked and the device appears Offline in the Esper Console, leaving no obvious way to restore connectivity remotely.

Why this happens

Kiosk Mode restricts access to Android system settings, including Wi-Fi, to prevent end users from changing device configuration. If the configured network becomes unavailable — due to a password change, router failure, or the device moving out of range — the device cannot reconnect on its own and the Esper Agent loses its connection to the Console.

Before you begin

Physical access to the device is required for all methods below. Depending on which method you attempt, you may also need:

An active SIM card (for mobile data recovery)
A USB Ethernet adapter compatible with your device model (for wired recovery)

Work through the steps in order. Each method requires progressively more hardware.

Steps

Open the Hidden Dock using the corner-tap gesture. The Hidden Dock provides access to Esper Settings without exiting Kiosk Mode, and it works even when the device is offline. Tap the top-right corner of the screen 3–6 times in quick succession. A blue arrow should appear at the edge of the screen — tap it to open the Hidden Dock. If the blue arrow does not appear after several attempts, proceed to step 2.
Open the Hidden Dock using the power button. Some device models support an alternative trigger for the Hidden Dock. Press the power button rapidly 3–5 times in quick succession (exact behavior varies by manufacturer). Watch for the blue arrow to appear, then tap it to open the Hidden Dock. If the blue arrow does not appear, proceed to step 3.
Configure Wi-Fi from within the Hidden Dock. Once the Hidden Dock is open (via either method above), navigate to Esper Settings → Wi-Fi and connect to an available network. The device will use this connection to re-establish contact with the Esper Console. Skip to the Verify step once connected.
Insert an active SIM card to restore connectivity via mobile data. If the Hidden Dock is inaccessible and your device has a SIM slot, inserting a SIM with an active data plan can bring the device back online without any on-screen interaction. Insert the SIM, then wait 30–60 seconds for the device to register on the mobile network. Once online, push a Blueprint update or remote command from the Console to reconfigure Wi-Fi settings.
Connect a USB Ethernet adapter to restore connectivity via wired network. If the device has no SIM slot or mobile data is unavailable, a compatible USB-C or Micro-USB Ethernet adapter may restore the network connection. Connect the adapter to the device's charging port, then connect an active Ethernet cable to the adapter. Wait 30–60 seconds for the network to be detected. Note: not all Android devices support USB Ethernet natively — verify your device specifications before attempting this. Once online, push a Blueprint update or remote command from the Console to reconfigure Wi-Fi settings.

Verify

Verify: In the Esper Console, navigate to Devices & Groups → [Device Name] → Overview. The device status should change from Offline to Online within 60 seconds of the network connection being established. Once online, any queued commands or Blueprint changes will begin applying automatically.

If this doesn't resolve it

If the device remains offline after attempting all methods above, a factory reset may be the only remaining option. A factory reset erases all local data and returns the device to its out-of-box state, after which it must be re-enrolled into Esper.

Before resetting, collect the following information to help diagnose why the Hidden Dock was inaccessible:

Device make, model, and Android version
The Kiosk Mode Blueprint applied to the device (visible in Devices & Groups → [Device Name] → Overview)
Whether the corner-tap gesture or power button method produced any on-screen response
A screenshot or description of the device screen state when the issue was observed

Contact Esper Support with this information before performing a factory reset.

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.