Duplicate Device Entries Created in Esper Console After Firmware Flash Due to Model Name Change in SUID

Android

Title: Duplicate device entries after firmware flash — model name changed in SUID

When you flash new firmware that changes a device's model identifier, Esper creates a second device entry in the Esper Console while the original entry remains as an inactive record.

Why this happens

Esper generates a unique device identifier (SUID) using a SHA-256 hash that includes the device's serial number, IMEI, MAC addresses, brand, and model name. If a firmware flash changes the model name—even while every other hardware identifier stays the same—the hash produces a different SUID, and Esper registers the device as a new enrollment. The previous entry is not automatically removed.

Prevent duplicates before flashing firmware

1. Confirm the model name that will change by running the following command on the device before flashing:

   adb shell getprop ro.product.model

   Note the output — you will need it for comparison after the flash.
2. Open the Esper Console and go to Devices & Groups.
3. Locate the device and click its name to open the device detail view.
4. Select Actions → Remove Device to fully un-provision the device from Esper. This ensures the old SUID is cleanly retired before a new one is generated.
5. If the device is enrolled in any other management platform, remove it from those platforms as well before proceeding.
6. Perform the firmware flash.
7. Run the model name command again after the flash to confirm the identifier has changed:

   adb shell getprop ro.product.model

8. Re-provision the device in the Esper Console using the standard enrollment flow for the new model.

Verify: Go to Devices & Groups and confirm that only one entry exists for that device's serial number, listed under the updated model name.

Clean up duplicate entries that already exist

1. Open the Esper Console and go to Devices & Groups.
2. Identify the inactive entry associated with the old model name. It will typically show as offline or un-provisioned.
3. Click the inactive entry to open its detail view.
4. Select Actions → Remove Device to delete the orphaned record.

Verify: Only the active device entry under the new model name should remain in Devices & Groups. The Activity Feed for the active device should show a recent enrollment event.

If this doesn't resolve it

If duplicate entries continue to appear after following these steps, check the following before contacting support:

• Confirm the device was fully removed from Devices & Groups before the flash — not simply moved to a different group or marked offline.
• Verify that only the model name changed and that all other identifiers (serial number, IMEI, MAC addresses) are identical across both entries.
• Run adb shell getprop ro.product.model on the current device and compare the output to both console entries.

If the issue persists, contact Esper Support with the following information: the model name reported before and after the firmware flash, the device serial number, and the device IDs of both entries from the Esper Console.

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.