Device stuck on PIN/lock screen after Esper Agent and Blueprint update in Kiosk Mode

Android

Title: Device stuck on PIN or lock screen after Agent or Blueprint update — recovery steps

When a kiosk-mode device receives an Esper Agent update or a Blueprint change, the device can become stuck on a PIN or lock screen and stop responding to commands from the Esper Console.

Why this happens

Certain combinations of Esper Agent versions and Blueprint configurations can cause the device's lock screen policy to be applied in a state the kiosk launcher cannot dismiss. When this happens, the device drops offline and cannot receive remote commands, so recovery must begin on the device itself.

Before you start

Collect the following before taking any action:

• Device name or serial number as shown in the Esper Console
• Device model (needed to identify the correct factory reset key combination)
• Whether the device currently shows as online or offline in Devices & Groups

Step 1: Capture a bug report (online devices only)

If the device still appears online in the Esper Console, capture a bug report before doing anything else. This preserves diagnostic data that helps identify the root cause and prevent recurrence.

1. Go to Devices & Groups and select the affected device.
2. Select Actions → Bug Report.
3. Wait for the report to generate, then download and save it.

If the device is offline or locked and cannot receive commands, skip this step and continue to Step 2.

Step 2: Factory reset the device

Because the device cannot be unlocked remotely, a hardware factory reset is required. The exact key combination varies by model — consult your device manufacturer's documentation if the combination below does not work.

1. Power the device off completely.
2. Hold the factory reset key combination for your device model (commonly Power + Volume Down) to enter Recovery Mode.
3. Select Wipe Data / Factory Reset using the volume keys to navigate and the power button to confirm.
4. Wait for the reset to complete, then power the device back on.

Step 3: Re-enroll the device

After the factory reset, the device needs to be re-enrolled in the Esper Console using your organization's standard provisioning method.

1. Follow your provisioning workflow — QR code, Zero-Touch Enrollment, or manual enrollment.
2. Once enrolled, the device appears in Devices & Groups as a new entry with a new device name and ID.
3. Apply the appropriate Blueprint to the newly enrolled device to restore your kiosk configuration.

Step 4: Remove the orphaned device entry

The original device entry remains in the Esper Console in an offline state. Removing it prevents confusion and keeps your device inventory accurate.

1. Go to Devices & Groups and locate the original (offline) device entry.
2. Open the device details and select Remove Device.
3. In the removal dialog, uncheck both options:
   • Factory Reset Device
   • Wipe External Storage
   Unchecking these prevents the Console from attempting to send reset commands to a device that is no longer enrolled.
4. Select Confirm.

Verify: The orphaned entry is removed from Devices & Groups, and the newly enrolled device appears online with its Blueprint applied. The device should show a status of Active within 10 minutes of enrollment completing.

If this doesn't resolve it

If the PIN or lock screen reappears on the newly provisioned device, do not factory reset it again. Keep the device powered on and connected to your network, then immediately capture a bug report via Devices & Groups → [Device Name] → Actions → Bug Report. Note the exact Esper Agent version, the Blueprint name and version, and the device model.

If the orphaned device entry cannot be deleted from the Esper Console even after unchecking both checkboxes, note the device serial number and the device name shown in the Console.

Contact Esper Support and provide the bug report, Agent version, Blueprint details, device model, and — if applicable — the serial number and Console device name of the orphaned entry.

Still need help?

If your device remains stuck on the PIN/lock screen after updating the Esper Agent and Blueprint, please submit a support ticket and include your device serial number, the specific Agent and Blueprint versions you updated to, and whether you're using a custom PIN or the default lock screen configuration.