Blueprint stuck in "Acknowledged" state, does not converge until Wi-Fi is toggled: monitor and capture bug report on recurrence

Android

Title: Blueprint stuck in Acknowledged state — resolve with Wi-Fi reconnect

When a blueprint is applied to a device, the device's Blueprint status remains stuck on Acknowledged instead of advancing to Success, and the expected configuration changes do not appear on the device.

Why this happens

After the Esper Agent acknowledges a blueprint, it must maintain an active connection to the Esper platform to complete configuration enforcement. If the device's Wi-Fi connection becomes stale or enters a low-activity state, the agent loses its communication channel mid-process and cannot report completion, leaving the blueprint in a permanent Acknowledged state.

Steps to resolve

1. Open the Esper Console and navigate to Devices & Groups, then select the affected device.
2. Select the Blueprint tab and confirm the current status reads Acknowledged. If the status shows Failed instead, this article does not apply — contact support as described below.
3. On the physical device, open Settings → Wi-Fi and disable Wi-Fi. This forces the device to drop its stale connection so it can establish a fresh one.
4. Wait 10–15 seconds, then re-enable Wi-Fi on the device.
5. Return to Devices & Groups → [Device Name] → Blueprint in the Esper Console and refresh the page. The status should advance to Success within 2–3 minutes.
6. Confirm the expected configuration change — such as a policy update, app installation, or setting — is now reflected on the device.

Verify: The Blueprint tab for the device shows a status of Success and the applied configuration is visible on the device within 3 minutes of reconnecting Wi-Fi.

If Wi-Fi reconnect does not resolve it

If the status remains Acknowledged after toggling Wi-Fi, restart the Esper Agent by rebooting the device:

1. In the Esper Console, navigate to Devices & Groups and select the affected device.
2. Select Actions → Reboot and confirm the reboot. This fully restarts the Esper Agent and clears any in-progress communication state.
3. Wait for the device to restart and reconnect to Wi-Fi, then recheck the Blueprint status under Devices & Groups → [Device Name] → Blueprint.

Verify: The Blueprint tab shows Success within 5 minutes of the device coming back online.

If this doesn't resolve it

If the blueprint remains stuck after both a Wi-Fi reconnect and a reboot, or if the issue recurs across multiple devices, capture a bug report before contacting support so the team can investigate the root cause.

1. In the Esper Console, navigate to Devices & Groups and select the affected device.
2. Select Actions → Bug Report to generate and download the device logs. Capture this as close to the time of recurrence as possible — logs are time-sensitive.

When contacting Esper Support, include:

• The Device ID of each affected device, found at Devices & Groups → [Device Name] → Device Info
• The name of the blueprint that did not apply
• The approximate date and time the issue occurred
• The downloaded bug report
• Any relevant network details, such as the use of a VPN, proxy, or captive portal

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.