Device provisioning stuck at Step 1: switch to alternate network to complete provisioning

Android

When a device stalls at Step 1 during Esper provisioning, the setup process freezes and never advances to the Esper Agent installation or enrollment stages.

Why this happens

Esper provisioning requires outbound HTTPS connections to Esper's cloud endpoints at the very first step. If your network's firewall, proxy, or DNS configuration blocks those connections, the provisioning process cannot proceed. Switching to an unrestricted network confirms whether connectivity is the cause and allows enrollment to complete.

Steps

1. Factory reset the device to return it to a clean state.
   On the provisioning screen, tap the Esper logo at the bottom of the screen rapidly several times until the factory reset option appears. Select Factory Reset and confirm. Wait for the device to reboot and return to the initial Android setup screen. This clears any partial provisioning state that could interfere with the next attempt.
2. Connect the device to an alternate network free of enterprise firewall or proxy restrictions.
   Use one of the following options:
   • A mobile hotspot from a phone or tablet on a cellular data connection
   • An unrestricted consumer Wi-Fi network
   • A guest network that bypasses corporate firewall rules
   The goal is to isolate whether your primary network's policies are blocking Esper's required endpoints.
3. Re-initiate provisioning using your configured method.
   Start the provisioning process using your standard method — QR code, Zero-Touch, or AFW enrollment — and allow it to run to completion without interruption or screen timeout.
4. Confirm the device appears in the Esper Console.
   Navigate to Devices & Groups → [Device Name] and verify the device status shows Active. Confirm that the expected group assignment and Blueprint are applied.

Verify: The device should show a status of Active in Devices & Groups within a few minutes of provisioning completing, with the correct Blueprint applied.

If this doesn't resolve it

If the device remains stuck at Step 1 even on the alternate network, work through the following before contacting support:

• Review network requirements on your primary network. Work with your network or firewall team to ensure all required Esper hostnames and ports are allowed outbound. Refer to the Esper network requirements article for the complete list.
• Try a different provisioning method. If you used QR code provisioning, attempt Zero-Touch or AFW enrollment to determine whether the issue is method-specific.
• Capture ADB logs during a provisioning attempt. If you have ADB access, run the following command while the device is stuck to capture diagnostic output:

  adb logcat -v time > provisioning_log.txt

Contact Esper Support and include the following information:

• Device model and serial number
• Provisioning method used (QR code, Zero-Touch, AFW, etc.)
• Whether the issue occurs on both Wi-Fi and Ethernet connections
• Any ADB logcat output captured during the failed attempt

Still need help?

If you're still unable to complete provisioning after switching networks, please submit a support ticket with details about which network you switched to, the specific step where provisioning is stuck, and any error messages displayed on the device.