Esper Agent crash during provisioning on Lenovo K11: resolves after Agent update

Android

If your Lenovo K11 tablet's Esper Agent keeps crashing during provisioning, this article will help you resolve the issue. In most cases, an Agent update will fix the problem automatically during the provisioning flow.

Before you begin

Make sure you have access to your device and the provisioning method you originally used (QR code, Zero-Touch, KME, or AFW). If your device is partially provisioned and stuck, you may need to factory reset it first.

How to resolve Esper Agent crashes during provisioning

Attempt provisioning again. If an Esper Agent update has been released since the crash occurred, the updated Agent will pull automatically during the provisioning flow.
If the device is partially provisioned and stuck, factory reset it to return to a clean state:
- Open Settings → General Management → Reset
- Tap Factory Data Reset
- Complete the reset process
Re-initiate provisioning using your original method (QR code, Zero-Touch, KME, or AFW).
Allow the provisioning flow to complete fully. If the device appears in the Esper Console mid-provisioning, wait for any pending Agent updates to install before you interact with the device.
Verify that the device appears in the Esper Console under Devices & Groups with a status of Active and shows the correct Agent version.

If provisioning still fails

If the Agent continues to crash after a factory reset and fresh provisioning attempt, collect ADB logs to share with Esper Support:

Connect your device to a computer via USB.
Run the following command to capture the full log from provisioning start through the crash:
```
adb logcat -b all > provisioning_crash.txt
```
Save the log file.
Check the Esper Console to identify the Agent version running on other successfully provisioned Lenovo K11 devices in your fleet. Note this version number.
Contact Esper Support and provide:
- The ADB logcat output
- The Agent version number from the crashed device
- The Agent version from successfully provisioned devices
- Your device's firmware or OS build number

Important notes

This issue has been observed on the Lenovo K11 tablet. If you experience the same crash on other Lenovo models or devices, let Esper Support know.
The crash was resolved by an Esper Agent update. If you continue to see this problem, make sure your device can access the Play Store or your internal app distribution channel to download Agent updates.

Still need help?

If you've tried these steps and your Lenovo K11 still won't provision, submit a support ticket with your ADB logs and device details. The Esper Support team will investigate further.