Remote file download from Esper Content Management shows progress message but no file downloads

Android

When initiating a remote file download from a managed device through the Esper Console, the browser displays a "track progress in browser" message but no file is saved to your local machine.

Why this happens

The download request originates from the Esper Console in your browser, so cached session data, cookies, or browser extensions on your local machine can intercept or silently block the file transfer. The managed device and Esper platform complete their side of the request successfully — the failure occurs entirely in your local browser session.

Steps to resolve

All steps below are performed on the computer you use to access the Esper Console, not on the managed device.

1. Open an Incognito or Private window and navigate to the Esper Console. Navigate to Content Management → [File Name] and retry the download. Incognito mode disables extensions and ignores cached session data without permanently altering your browser settings, making it the fastest way to isolate the cause.
2. Switch to a different browser if the download still fails in Incognito mode. Attempt the same download in a second browser — for example:
   • Chrome → Firefox
   • Chrome → Microsoft Edge
   • Any other browser installed on your machine
   A successful download in a second browser confirms the issue is isolated to your primary browser's profile or configuration.
3. Clear the cache and cookies in your primary browser, then restart it and log back into the Esper Console.
   • Chrome: Settings → Privacy and Security → Clear browsing data — select Cached images and files and Cookies and other site data, then click Clear data.
   • Firefox: Settings → Privacy & Security → Cookies and Site Data — click Clear Data.
   • Edge: Settings → Privacy, search, and services → Clear browsing data — select Cached images and files and Cookies and other site data, then click Clear now.
4. Test on a different network if clearing cache does not resolve the issue. Connect to a personal hotspot or a non-corporate network and retry the download. Corporate proxies and firewall policies can silently block file transfers originating from cloud platforms.
5. Test with a different file in Content Management to determine whether the failure is specific to one file's type or size.

Verify: Navigate to Content Management → [File Name] and initiate the remote download again. Your browser should immediately begin saving the file to your local machine — the "track progress in browser" message should not reappear. The file should be fully present in your browser's default downloads location within a few seconds of the transfer completing.

If this doesn't resolve it

If the download still fails after completing all steps above, contact Esper Support and include the following:

• Your tenant ID and the device ID from which you attempted the download
• The browser name, version, and operating system on your local machine
• Whether you are on a corporate network, VPN, or behind a proxy
• The name and file size of the file you attempted to download
• A screenshot or screen recording showing the "track progress in browser" message

Still need help?

If you're still experiencing issues with file downloads showing progress but not completing, please submit a support ticket and include your device logs, the specific file you attempted to download, and your Esper tenant ID.