Factory reset a locked-down Esper-provisioned device with no internet connectivity

Android

If you provisioned a device via USB using the Esper Device Provisioner but the device has no internet connection, it may be stuck in a locked-down state. This article walks you through how to factory reset the device when standard recovery methods aren't available.

Before you begin

This guide applies if:

• You provisioned the device via USB (not QR code or Zero-Touch)
• The device failed to connect to the internet after the Esper agent installed
• The device never enrolled in the Esper Console
• You cannot access Android Settings because the Esper lock-down profile is active

Work through the methods below in order. Stop as soon as one succeeds.

Method 1: Use the Esper Settings app

1. Look for the Esper Settings icon in the device launcher or app tray.
2. Tap it to open Esper Settings.
3. Enter Admin Mode (you'll need the Esper admin PIN that was set during provisioning).
4. Navigate to Factory Reset and confirm.

The device will wipe and reboot to factory defaults.

Method 2: Access Esper Settings from the Hidden Dock

If the Esper Settings icon is not visible:

1. Try accessing it via the Esper Hidden Dock. Follow the steps in Accessing Esper Settings from the Hidden Dock.
2. Once inside Esper Settings, select Admin Mode (enter your admin PIN).
3. Navigate to Factory Reset and confirm.

Method 3: Tap the Esper logo

This is the most common solution for locked-down devices with no internet:

1. Locate the Esper logo on the device screen (typically on the lock screen or kiosk launcher).
2. Tap or click the Esper logo rapidly 6–7 times in quick succession.
3. A Factory Reset option should appear on screen.
4. Select Factory Reset and confirm.
5. The device will reboot and display the Android setup wizard. Once complete, it will no longer appear as a pending device in the Esper Console.

For non-touchscreen devices: If your device has no touchscreen, connect a USB mouse via an OTG adapter. Mouse pointer input typically works on commercial signage devices even when a remote control does not register multi-click gestures. Use the mouse to perform the tap sequence on the Esper logo.

Troubleshooting

The remote control input is not registering clicks

Connect a USB mouse via an OTG adapter. Mouse input often works on commercial signage devices when a remote control does not register multi-click gestures.

The Esper logo is not visible or the device is stuck on a different screen

The logo tap sequence only works when the Esper-managed launcher or lock screen is actively displayed. Take a screenshot of the current screen and identify what state the device is in. You may need support to proceed.

You don't know the admin PIN

Contact the person who ran the Device Provisioner or your Esper Console administrator. The PIN is set at provisioning time and cannot be recovered if the device never enrolled.

None of the above methods work

Some device OEMs expose a hardware key combination (for example, Power + Volume Down during boot) to enter recovery mode. Check your device manufacturer's documentation for the specific combination. If you need additional help, contact Esper Support and provide:

• Device make and model
• Esper agent version (if known)
• A screenshot of the current device state

Still need help?

If you've tried all methods above and the device is still locked, submit a support ticket with your device details and screenshots. Our support team can assist with OEM-specific recovery options.