App install/update failing on group devices: downgrade attempt + firewall blocking Esper endpoints

Android

If app installations or updates are failing for devices in a group, the issue may be caused by attempting to deploy a lower app version than what's currently installed, or by network firewall rules blocking Esper's required endpoints. This article walks you through diagnosing and resolving both issues.

Before you begin

Gather the following information:

• The app name and version code you're trying to deploy
• The version currently installed on the affected devices
• Whether your devices are on an enterprise network with firewall rules

Step 1: Verify the app version

Android does not allow installing an app version with a lower version code than the one already installed. Check that you're deploying a newer version.

1. In the Esper Console, navigate to Apps → [App Name] → Versions.
2. Note the version code and version name of the APK you're deploying.
3. On an affected device, check the installed version by navigating to Devices & Groups → [Device Name] → Apps, or on the device itself go to Settings → Apps → [App Name].
4. Confirm that the version code being deployed is higher than the installed version code.

If the correct version is not available in your console, upload it:

1. Go to Apps → Add App.
2. Upload the newer APK version.
3. Retry the deployment.

Step 2: Test on an alternate network

If the version is correct but installation still fails, your network firewall may be blocking Esper's required endpoints. Test this by connecting to a network without firewall restrictions.

1. Reboot the affected device.
2. Connect the device to a network not subject to enterprise firewall rules—for example, a mobile hotspot or guest Wi-Fi.
3. In the Esper Console, navigate to Devices & Groups → [Your Group] → Apps → Install/Update.
4. Retry the app installation.

If the installation succeeds on the alternate network, the issue is firewall-related. Proceed to Step 3.

Step 3: Update firewall rules

Work with your network or IT team to allow Esper's required endpoints and ports.

1. Review Esper's firewall allowlist: Esper Network Requirements.
2. Update your firewall rules to allow all listed Esper URLs and ports.
3. Reconnect the device to your production network.
4. Retry the app installation from the Esper Console.

Step 4: Verify the installation

1. In the Esper Console, navigate to Devices & Groups → [Your Group] → Apps.
2. Confirm the app shows as Installed with the correct version number.
3. Check Devices & Groups → [Your Group] → Job Queue to ensure no pending or failed install jobs remain.

If installation still fails

Installation fails even with correct version on alternate network:

Pull Esper Agent logs from the device using ADB:

adb shell logcat -d | grep -i "Esper Agent\|esper\|install\|package"

Alternatively, request logs from the Esper Console by navigating to Devices & Groups → [Device Name] → Management → Request Logs.

Installation fails despite correct version and open network:

Check device storage. Navigate to Devices & Groups → [Device Name] → Device Info and verify available storage is sufficient for the app.

Issues persist across the entire group:

If you've confirmed the version code is correct, the network is open, and storage is available, but installation still fails, contact Esper Support and include:

• The app package name
• The deployed version code and installed version code
• Device model and firmware version
• Esper Agent logs

Still need help?

If you've completed the steps above and the issue persists, submit a support ticket. Include device logs, app version information, and your network environment details to help us investigate faster.