Devices appear missing in Devices & Groups after removal action

Android

If devices suddenly appear to be missing from Devices & Groups, the cause is usually active filters rather than data loss. This guide explains how to restore your device list.

Before you begin

Active filters in the Devices & Groups view persist when you perform actions like device removal. After these actions, the page may refresh with filters still applied, making your device list appear empty or drastically reduced. Your devices are not deleted — they're simply hidden by filters.

How to restore your device list

1. Go to Devices & Groups in the Esper Console.
2. Look at the filter bar above your device list. Check for active filters such as:
   • Device status (Online, Offline, Inactive)
   • Group assignments
   • Tags
   • Search strings
3. Click Clear Filters or Reset to remove all active filters. Alternatively, manually remove each filter one by one.
4. Verify that all expected devices now appear in the list.
5. Check the total device count against your known inventory. Your Dashboard may also display your total device count for quick verification.

If devices are still missing

If clearing filters does not restore your devices, try these steps:

• Verify your login: Confirm you're logged into the correct Enterprise/tenant. Accidentally logging into a different Esper environment is a common cause of empty device lists.
• Check your scope: Ensure your view is set to All Devices and not scoped to a Group that contains only a subset of devices.
• Review your Audit Log: If available for your tenant, check the Esper Console Audit Log for any bulk removal or group-move events around the time you noticed the issue.

If these steps don't resolve the issue, contact Esper Support and provide:

• Your Enterprise ID
• Approximate time of the event
• Device serial number or IMEI of the device you attempted to remove

How device removal works

Single device removal requires explicit confirmation and cannot trigger accidental bulk removal. If you initiated a removal but cancelled it, the device may appear in a pending state — this is different from being fully removed and is reversible.

Still need help?

Submit a support ticket and include your Enterprise ID, the time of the event, and any affected device serial numbers.