Device not visible in Esper Console: check group hierarchy before escalating

Android

Title: Enrolled device missing from Esper Console — group visibility and permissions

When a device has been successfully enrolled but cannot be found in the Esper Console, it typically appears missing because you are viewing a specific group that does not contain the device, or your account permissions restrict which groups you can see.

Why this happens

The Esper Console organizes devices into a hierarchy of groups and subgroups. Selecting a specific group shows only the devices assigned directly to that group — devices nested in subgroups below it are not shown unless you expand or navigate into those subgroups. Additionally, accounts with group-scoped permissions cannot see devices outside their assigned groups, even when using the All Devices view.

Steps to locate the device

1. Log in to the Esper Console and navigate to Devices & Groups.
2. Select All Devices at the top of the group tree on the left panel. This bypasses any group filter and shows every enrolled device your account has permission to view.
3. Enter the device's serial number or device name in the search bar. Using the serial number is the most reliable search method because it is unique and does not change if the device is renamed.
4. If the device appears in the results, click it to open the device detail page and note the value in the Group field. This shows the full group path where the device currently resides.
5. If you want to move the device to a more accessible group, click Move to Group on the device detail page, then select the target group from the list and confirm the move.
6. If the device does not appear in All Devices, verify your account permissions by navigating to Company Settings → Users, locating your account, and confirming which groups are assigned to it. Accounts with restricted group access cannot see devices outside those assigned groups, even in the All Devices view.
7. If permissions look correct and the device still cannot be found, confirm that provisioning completed successfully by checking that the Esper Agent is running on the device and that the device shows a status other than Unmanaged or Inactive.

Verify: After selecting All Devices and searching by serial number, the device should appear in the results list immediately. If you moved the device to a new group, navigate to that group under Devices & Groups and confirm the device is listed there within one minute of the move.

If this doesn't resolve it

If the device does not appear in All Devices after confirming your permissions and verifying that the Esper Agent is active, contact Esper Support. Have the following information ready before reaching out:

• The device's serial number
• The date and approximate time the device was enrolled
• A screenshot of your Company Settings → Users permissions for your account
• The provisioning method used (QR code, zero-touch, etc.)

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.