App Not Installing on Device Despite Being in Provisioning Template

Android

When an app is assigned through a Blueprint or installed manually, the app fails to appear on the device and the install command remains stuck in a Queued state.

Why this happens

Esper issues install commands in real time. If the device is offline when the command is sent, the command enters a queue but is not guaranteed to execute automatically once the device reconnects. The Esper Agent must be online and actively communicating with the Esper Console for install commands to be received and processed.

Steps to resolve

1. Check the device's connection status. In the Esper Console, go to Devices & Groups → [Device Name] → Device Details and look at the status indicator near the top of the page. If it shows Offline, all pending commands are being held in queue and will not process until connectivity is restored.
2. Restore the device's network connection. Physically locate the device and confirm it has an active Wi-Fi or cellular connection. Return to Devices & Groups → [Device Name] → Device Details and confirm the status indicator now shows Online.
3. Reboot the device to force the Esper Agent to re-sync. In the Esper Console, go to Devices & Groups → [Device Name] → Actions → Reboot. If remote reboot is unavailable, reboot the device manually at the hardware level. Rebooting causes the Esper Agent to re-initialize and pick up any commands that were queued while the device was offline.
4. Re-issue the app install command. Go to Devices & Groups → [Device Name] → Apps, locate the app, and select Install. This creates a fresh install command now that the device is confirmed online.
5. Monitor the command status in the Activity Feed. Go to Devices & Groups → [Device Name] → Activity Feed and watch for the install command to move through Queued → Acknowledged → Completed. This confirms the device received and acted on the command.

Verify: The app should appear as Installed under Devices & Groups → [Device Name] → Apps within a few minutes of the command reaching Completed status in the Activity Feed.

If the device is online but the app still won't install

If the device shows Online and the command reaches Acknowledged but the install still fails, check the following before contacting support:

• Android API level compatibility: Confirm the app's minimum required API level matches or is below the device's current OS version. Check the OS version at Devices & Groups → [Device Name] → Device Details → OS Version.
• Available storage: Insufficient storage silently blocks installs. Check available storage at Devices & Groups → [Device Name] → Device Details → Storage.
• On-device error messages: Note any exact error text shown on the device screen when the install is triggered, as this can identify permission or compatibility issues.
• Esper Agent logs via ADB: If you have ADB access, pull the Agent logs to check for install-related errors referencing the app's package name:

  adb shell logcat -d > agent_logs.txt

If the install command remains stuck in Queued state despite the device being online, or fails with no clear error message, contact Esper Support and include the device name, the app package name, the current command status, and any error messages observed.

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.