Device shows "Couldn't set up your device" during provisioning — switch to unrestricted network

Android

When provisioning an Android device using a QR code, Zero-Touch, NFC, or ADB, the setup wizard displays Couldn't set up your device and provisioning stops before the Esper Agent is installed.

Why this happens

This error occurs before the Esper Agent reaches the device, which means the device itself cannot connect to the Google and Esper endpoints required to complete provisioning. Corporate and site Wi-Fi networks commonly block or inspect outbound HTTPS traffic in ways that silently break these connections — even when the device appears to have internet access.

Steps to resolve

1. Disconnect from your corporate or site Wi-Fi network. Restrictive firewall rules, proxy filtering, or SSL/deep-packet inspection on corporate networks are the most common cause of this error. Removing the device from that network eliminates these variables before attempting again.
2. Create a personal mobile hotspot using a smartphone on a cellular data connection, or connect to any network with unrestricted internet access.
3. Factory reset the device if it has already failed partway through the setup wizard. A partial provisioning attempt can leave the device in an inconsistent state. Navigate to the device's Settings → General Management → Reset → Factory data reset (menu labels vary by manufacturer).
4. Re-initiate provisioning from the beginning using your chosen method (QR code, Zero-Touch, NFC, or ADB) while the device is connected to the hotspot or alternate network.
5. Complete the full provisioning flow on the unrestricted network. Do not switch networks mid-provisioning.
6. Reconnect to your corporate network after the device is fully enrolled and the Esper Agent is active, if required for day-to-day use.

Verify: Open the Esper Console and navigate to Devices & Groups. Locate the device in the list and confirm its status shows Online and that the assigned blueprint appears as In Sync. This typically updates within 5 minutes of completed provisioning.

If this doesn't resolve it

If the error persists even on an unrestricted network, two additional causes are worth investigating:

• Missing firewall allowances on your corporate network: Work with your IT team to allowlist all domains required by Esper, including Google Play domains, Google API domains, and *.esper.cloud endpoints. Refer to the Esper Firewall Requirements documentation for the full list.
• SSL inspection intercepting Google provisioning traffic: Some corporate networks apply SSL or deep-packet inspection that breaks certificate chains for Google Play traffic even after domains are allowlisted. Ask your IT team to confirm that SSL inspection is bypassed specifically for Esper and Google provisioning domains.

If the error occurs consistently across multiple devices of the same make and model — even on an unrestricted network — collect the following before contacting support:

• Device manufacturer, model name, and Android OS version
• Provisioning method used (QR code, Zero-Touch, NFC, or ADB)
• A screen recording of the provisioning attempt
• ADB logs captured during the failure, using:

adb logcat -s ManagedProvisioning:* DpcReceiver:*

Contact Esper Support with the above details so the issue can be diagnosed accurately.

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.