Esper Agent Update Pipeline Stuck at "Running" Due to Offline Devices

Android

When you deploy an Esper Agent update through Pipelines, the pipeline run may remain stuck at Running status if one or more devices in your target group are offline. This article explains why this happens and how to resolve it.

Why your pipeline is stuck at "Running"

Esper Pipelines require all targeted devices to complete their assigned commands before the pipeline can finish. If a device is offline when the command is sent—or goes offline during execution—that device's command enters a Pending state. The pipeline holds the overall run status at Running until every device resolves its pending command. This is expected behavior; pipelines do not automatically time out or skip unresponsive devices.

Before you begin

You'll need to identify which devices are causing the pipeline to remain stuck. Have your pipeline name and run number available.

Step 1: Find the blocking devices

1. In the Esper Console, go to Pipelines → [Your Pipeline Name] → Run #[N]
2. Expand the run to see per-device status
3. Look for devices showing Pending command status—these are the ones holding the pipeline

Step 2: Check device connectivity

1. Navigate to Devices & Groups → [Device Name] → Overview
2. Verify whether the device shows as Online or Offline

Step 3: Wait for offline devices to reconnect

Once an offline device comes back online, the pending Esper Agent update command will execute automatically. You do not need to re-push the command. The pipeline will resume and complete without further intervention.

Devices that were already online during the pipeline run will have completed the update successfully. You can confirm their individual update status by going to Devices & Groups → [Device Name] → Device Information → Esper Agent Version.

Step 4: Verify completion

1. Once the previously offline device reconnects and completes the update, the pipeline run status will automatically transition from Running to Successful
2. Confirm the Esper Agent version on the affected devices matches your target version (for example, v12.0.4049)

What if the device won't come back online?

If a device has been offline for an extended period and you do not expect it to reconnect, you have two options:

• Check whether your pipeline supports a Promote action to advance the run past the stuck device. Note that this option may not be available for all pipeline configurations, particularly for Agent update pipelines. Test this approach on a non-critical pipeline first.
• If the device is confirmed to be permanently offline or decommissioned, contact Esper Support for assistance in clearing the pending command.

Troubleshooting

Multiple devices remain stuck and all are online: If devices are confirmed online but the pipeline is still stuck, this may indicate a command delivery issue. Contact Esper Support and provide the pipeline run ID and affected device serial numbers.

Pipeline stuck for more than 24 hours after devices reconnect: If all targeted devices have reconnected and completed the update, but the pipeline run status has not transitioned to Successful, contact Esper Support with the pipeline run ID and affected device serial numbers.

Key points to remember

• Pipelines do not automatically skip, time out, or mark offline devices as failed. The pipeline remains in Running state until all devices resolve their pending commands.
• Pending commands are durable. An Esper Agent update command queued by a pipeline will persist and execute automatically once the device reconnects—no re-triggering is needed.
• Devices that were online complete the update independently. Only the overall pipeline run status is held by the offline stragglers.
• If you triggered multiple pipeline runs at different times, each run independently tracks its own device completion status. Staggered runs do not resolve each other.

Still need help?

If your pipeline is still stuck after following these steps, or if you need to clear a pending command on a permanently offline device, submit a support ticket. Include your pipeline run ID and the serial numbers of the affected devices.