BLE pairing dialogs auto-dismissed on managed Samsung devices and Kiosk Mode offline lock issues

Android

Title: BLE pairing dialogs dismissed and offline Kiosk Mode lock — Samsung fixes

On fully-managed Samsung devices with Knox active, two separate issues can interrupt normal operation: Bluetooth Low Energy (BLE) pairing dialogs dismiss automatically before you can accept them, causing peripheral bonding to fail; and enabling Kiosk Mode while the device is offline locks it to a single app with no way to exit remotely.

Why this happens

The BLE pairing dialog is auto-dismissed when the active Blueprint enforces system dialog timeouts that override the default Android behavior. This most commonly occurs when the Blueprint controlling the device has been created but never published — leaving the device under a policy that aggressively clears system prompts. The offline Kiosk Mode lock occurs because Esper Console commands, including commands to exit Kiosk Mode, are queued for delivery over the network; with no connectivity, those commands never reach the device.

Fix 1: BLE pairing dialogs dismissed automatically

1. Open the Esper Console and navigate to Blueprints.
2. Locate the blueprint applied to the affected device and confirm its status. If the status shows Draft, the blueprint has never been published and cannot enforce its settings correctly.
3. Open the blueprint and click Publish. Publishing moves the blueprint out of draft state so it can be actively applied to devices.
4. Navigate to Devices & Groups and select the affected device or group.
5. Click Actions → Converge to push the published blueprint to the device. Convergence forces the device to align its current state with the published blueprint settings.
6. Wait up to 5 minutes for convergence to complete, then attempt BLE pairing again.

Verify: Navigate to Devices & Groups → [Device Name] → Blueprint and confirm the blueprint name and version match the blueprint you just published. The device's Activity Feed should show a successful convergence event. The BLE pairing dialog should now remain visible long enough to accept the pairing request.

Fix 2: Device locked in offline Kiosk Mode

If Wi-Fi was disabled before Kiosk Mode was activated, the device has no connectivity to receive remote commands. Use one of the following recovery methods.

Option A: Exit via Esper Hidden Dock (recommended)

1. On the locked device, access Esper Settings using the Esper Hidden Dock. The Hidden Dock is a gesture-activated overlay built into the Esper Agent that provides access to device settings without requiring Console connectivity.
2. From Esper Settings, re-enable Wi-Fi or disable Kiosk Mode directly on the device.
3. Once the device reconnects, return to the Esper Console and verify the device appears online in Devices & Groups.

Verify: The device status in Devices & Groups should change from Offline to Online within 2 minutes of re-enabling Wi-Fi. Kiosk Mode should no longer be active and the device should respond to Console commands.

Option B: Hardware factory reset (last resort)

Use this method only if the Hidden Dock is inaccessible or unresponsive.

1. Power off the device completely.
2. Hold Volume Up + Power simultaneously until the Android recovery menu appears. The exact button combination varies by manufacturer — consult your device's hardware documentation if this combination does not work.
3. Use the volume buttons to highlight Wipe data / Factory reset and confirm with the Power button.
4. Wait for the device to reboot to its factory state.
5. Re-enroll the device through the Esper Console using your standard provisioning method.

Verify: After re-enrollment, the device should appear in Devices & Groups with a status of Online and the correct blueprint applied.

If this doesn't resolve it

If BLE pairing continues to fail after convergence, collect the following before contacting support:

• The device model and Android version (found at Devices & Groups → [Device Name] → Device Info)
• The published blueprint name and version number
• A description of the BLE peripheral, including whether it requires Android's system pairing dialog
• Screenshots or a screen recording of the dialog dismissing

If the device remains locked in Kiosk Mode and neither recovery method works, collect the device serial number and the approximate time Kiosk Mode was enabled, then contact Esper Support.

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.