Device persists in Esper Console and re-enrolls after factory reset: verify Zero-Touch / KME / ABM enrollment and use correct removal flow

iOS

AndroidiOS

If your device automatically re-enrolls after a factory reset and persists in your Esper Console, the device was likely provisioned through a persistent enrollment method such as Google Zero-Touch Enrollment, Samsung Knox Mobile Enrollment, or an OEM enrollment profile. To successfully remove the device, you must remove it from both the upstream enrollment portal and the Esper Console.

Before you begin

Identify which enrollment method was used for your device. Navigate to Devices & Groups → [Device Name] → Device Info and check the provisioning method listed. You can also cross-reference your tenant's provisioning configuration under Provisioning → Enrollment Config.

How to remove a device enrolled via Google Zero-Touch Enrollment

1. Go to the Google Zero-Touch portal and sign in with the reseller or enterprise account that registered the device.
2. Locate the device by IMEI or serial number.
3. Remove or unassign the Esper Esper Agent configuration from the device record.
4. Confirm the device no longer has an active enrollment profile in the Zero-Touch portal before proceeding to the next section.

How to remove a device enrolled via Samsung Knox Mobile Enrollment

1. Go to the Samsung Knox Mobile Enrollment portal and sign in.
2. Locate the device and delete or unassign the MDM profile linked to Esper.

How to remove the device from the Esper Console

1. Navigate to Devices & Groups → [Device Name] → Device Actions.
2. Choose the appropriate removal option:
   • If the device is online: Select Remove (or Wipe + Remove if you want Esper to factory reset the device as well). Confirm the action.
   • If the device is offline: You must manually factory reset the device first. After the device reboots, use Remove in the Esper Console to clear the Esper record. Note that removing the device from the Esper Console alone will not clean the device itself if it is offline.

How to factory reset the device

Only perform a factory reset after removing the device from the enrollment portal (Zero-Touch or Knox Mobile Enrollment) and the Esper Console. This ensures the device boots into the standard Android setup wizard without automatically re-enrolling.

1. Factory reset the device using your device's settings or ADB if needed.
2. Allow the device to boot fully and verify it reaches the standard Android setup wizard.
3. Confirm that the Esper Esper Agent does not automatically download and install.
4. Verify the device no longer appears in Devices & Groups in the Esper Console (or shows as removed/inactive).

What if the device still re-enrolls?

If the device continues to re-enroll after completing the steps above, check the following:

• Multiple enrollment bindings: The device may be registered in more than one enrollment portal (for example, both Zero-Touch and Knox Mobile Enrollment). Remove the device from all portals.
• Active Zero-Touch configuration in your tenant: Check Provisioning → Zero-Touch to see if an active Zero-Touch configuration is still bound to the device's IMEI range. Remove or update that configuration if needed.
• OEM-embedded Device Owner: Some devices have the Esper Agent embedded in the firmware at the factory level. If a factory reset does not clear the Device Owner, the device cannot be removed through standard means. In this case, contact Esper Support with the device model, Android version, and Esper Agent version. Resolving this may require firmware flashing.

Still need help?

If you have tried all the steps above and the issue persists, contact Esper Support. provide the device model, Android version, IMEI or serial number, and the enrollment method you identified.