QR Code provisioning stalls after Esper Agent install with `Wifi Sync failed`: remove Wi-Fi credentials from Blueprint to resolve

Android

If your device stalls during QR code provisioning with a Wifi Sync failed error after the Esper Agent installs, this is usually caused by Wi-Fi credentials in your Blueprint conflicting with the device's network state. Follow these steps to resolve the issue.

Before you begin

• Identify the provisioning template and Blueprint used to generate the QR code for the affected device.
• Ensure you have access to the Esper Console and permission to edit Blueprints.

Step 1: Remove Wi-Fi credentials from your Blueprint

1. In the Esper Console, navigate to Provisioning Templates.
2. Open the template you used to generate the QR code.
3. Locate and open the associated Blueprint.
4. Go to the Wi-Fi or Network settings section.
5. Remove or clear all Wi-Fi credentials (SSID and password) from the Blueprint.
6. Save the updated Blueprint.

Step 2: Reset the device and re-provision

1. Factory reset the affected device to return it to a clean state.
2. Re-generate the QR code from the updated provisioning template.
3. Re-provision the device using the new QR code. Allow the device to connect to Wi-Fi independently before or during the QR scan flow.
4. Verify the device completes all provisioning stages without stalling. The device should appear as fully provisioned in Devices & Groups.

Verify the issue is resolved

• The device no longer stalls at the Esper Agent screen.
• The gear icon diagnostics no longer show Wifi Sync failed or Last attempt to provision the device failed.
• The device appears as fully provisioned in Devices & Groups in the Esper Console.

If provisioning still fails

1. Verify the device has genuine internet connectivity by opening a browser and navigating to an external URL like google.com. A visible Wi-Fi connection does not guarantee internet access — captive portals, firewall rules, or proxy configurations can block Esper's sync endpoints.
2. Test provisioning on an alternate network, such as a mobile hotspot, to rule out network-level blocking of Esper's provisioning endpoints.
3. If provisioning still fails, collect Esper Agent logs from the device using one of these methods:
   • Via ADB: Run adb logcat -s EsperAgent
   • Or use Devices & Groups → [Device Name] → Actions → Request Bug Report if the device reaches a manageable state
4. Contact Esper Support and provide the logs if provisioning failures continue.

Important notes

• After removing Wi-Fi credentials from the Blueprint, the device must be able to connect to your target Wi-Fi network independently during provisioning. Ensure your provisioning environment's network is accessible without Blueprint-pushed credentials.
• The Wifi Sync failed error can also appear due to genuine network unavailability, such as firewalls blocking Esper endpoints or weak signal. Always verify actual internet access before concluding the Blueprint configuration is the cause.

Still need help?

If you've followed these steps and the issue persists, submit a support ticket. Include the device serial number, provisioning template name, and any Esper Agent logs you've collected.