Provisioning fails across all devices: verify active billing plan and check Wi-Fi connectivity before reprovisioning

Android

If you're unable to provision any devices in your fleet, the issue is usually due to an expired billing plan or a Wi-Fi connectivity problem. This article walks you through the verification and resolution steps.

Before you begin

Provisioning requires two essential conditions:

An active subscription plan on your Esper account
A stable Wi-Fi connection on the device being provisioned

When provisioning fails across all devices simultaneously, the root cause is almost always one of these two factors rather than a device-specific or Blueprint configuration issue.

Step 1: Check your billing plan

Log in to the Esper Console.
Navigate to Plans & Billing.
Verify that an active subscription plan is displayed. If you see no active plan or the plan shows as expired, your account provisioning capabilities are restricted.
If your plan has lapsed, contact Esper Support to restore your subscription before proceeding.

Step 2: Verify Wi-Fi connectivity on the device

On the device you want to provision, go to Settings and connect to your Wi-Fi network.
Open a web browser and verify that you can access a website to confirm active internet connectivity.
If the device cannot connect to Wi-Fi, resolve the network issue before attempting provisioning again.

Step 3: Factory reset the device

On the device, go to Settings → General Management → Reset → Factory Data Reset. (The exact path may vary depending on your device model and Android version.)
Confirm the factory reset and wait for the device to restart.
After restart, reconnect the device to Wi-Fi and verify connectivity again.

Note: Factory reset is necessary because a failed provisioning attempt can leave the device in a partial enrollment state, which will block re-provisioning attempts.

Step 4: Re-initiate provisioning

In the Esper Console, navigate to Provisioning Templates.
Select your Blueprint and choose Provision.
Scan the QR code or follow the provisioning method appropriate for your Blueprint.
Complete the enrollment flow on the device.

Step 5: Verify successful enrollment

In the Esper Console, go to Devices & Groups.
Locate your device in the list and confirm it appears in the correct group.
Verify that the device status shows as Online.

If provisioning still fails

Billing plan is active but provisioning fails across all devices: Try an alternative provisioning method (for example, switch from QR code to Zero-Touch or Android for Work enrollment) to determine if the failure is method-specific. Record a screen video of the entire provisioning flow from start to error and submit it to Esper Support.
Only certain device models fail: The issue may be related to OEM-level Google Mobile Services certification or device-specific Esper Agent compatibility. Include the device make, model, and Android version when contacting support.
Provisioning is still blocked despite a confirmed active billing plan: Contact Esper Support with details about your billing confirmation and any recent account changes.

Still need help?

If you've completed all the steps above and your devices still won't provision, submit a support ticket. Include your active billing plan confirmation, device make and model, and a screen recording of the provisioning attempt if possible.