Provisioned devices not visible in Devices & Groups: device exists in console but is unassigned to any group

Android

If you've provisioned devices that have received Esper IDs but don't appear in your Devices & Groups view, this article explains why and how to resolve it. This usually happens when a device is unassigned to a group or assigned to a group you don't have permission to access.

Before you begin

Esper uses role-based access control (RBAC) to restrict console visibility. You can only see devices in groups you're explicitly authorized to access. Provisioned devices that are unassigned or placed in groups outside your access scope won't appear in your Devices & Groups view, even though they exist and are active in the system.

How to find your provisioned devices

1. Ask an Enterprise Administrator (a user with full console access) to log in to the Esper Console.
2. Navigate to Devices & Groups.
3. Look for your devices in the unassigned state or in groups you don't normally see. Note which group they're in.

How to assign devices to a group you can access

1. While logged in as an Enterprise Administrator, navigate to Devices & Groups.
2. Select the affected devices (for example, A0BBC, A0BZD, and others).
3. Click Move to Group.
4. Select the group that you (the restricted user) have permission to access.
5. Log out and have the original user log back in.
6. Ask the original user to refresh their Devices & Groups view. The devices should now be visible.

How to verify your user permissions

If devices are assigned to a group but still don't appear for you, verify your access permissions:

1. Ask an Enterprise Administrator to navigate to Enterprise Settings → Users.
2. Select your user account.
3. Go to Group Access.
4. Confirm that the group containing your devices is listed.

If the target group is not listed, the administrator needs to add it to your access permissions.

If devices still don't appear

If an Enterprise Administrator cannot locate the devices even with full console access:

• Retrieve device logs: Connect to the device via ADB and run adb shell logcat to check for provisioning or enrollment errors.
• Request a device bug report: Have the device owner generate a bug report to investigate Esper Agent enrollment issues.
• Check your provisioning workflow: Verify that group assignment is configured correctly in your Blueprint or Provision Group settings.

Still need help?

If you've followed these steps and devices are still not visible, contact Esper Support. Include the device serial numbers and Esper IDs in your request so our team can investigate further.