"Sorry, this device is not available right now" — identify the error source

Android

When a managed device displays the message Sorry, this device is not available right now. contact support., the error can originate from a third-party application, the Esper kiosk launcher, or the Android system layer — and the correct resolution depends entirely on which layer is responsible.

Why this happens

This message is not generated by Esper itself. It typically appears when a third-party application cannot reach its own backend service — for example, due to an outage, an authentication failure, or a lapsed licence. Less commonly, it surfaces at the Android system or kiosk launcher level, which points to a separate device configuration issue.

Step 1: Identify where the message appears

1. Take a screenshot on an affected device before doing anything else. The screenshot confirms which layer is showing the error and speeds up any follow-up investigation.
2. Look at the context in which the message appears:
   • Inside a specific app's UI — the error is owned by that application. Continue to Step 2.
   • On the Android home screen or lock screen — skip to If the error appears at the Android system level.
   • As an Esper kiosk launcher overlay — skip to If the error appears in the Esper kiosk launcher.

Step 2: Confirm Esper is functioning normally

1. Open the Esper Console and navigate to Devices & Groups → [Device Name].
2. Confirm the device shows a status of Online. An Online status means the Esper Agent is communicating correctly with the platform.
3. Select Actions → Ping and confirm the command returns a successful response. If the ping succeeds, Esper is operating normally and the issue is confined to the application layer.

Step 3: Note the affected application details

1. Record the exact display name and package name of the application showing the error.
2. Navigate to Devices & Groups → [Device Name] → Apps and confirm the application is installed.
3. Note the installed version number. This information is required when contacting the application vendor.

Step 4: Contact the application vendor

1. Reach out to the third-party application vendor's support team directly. Because the error originates from the application's backend infrastructure, only the vendor can resolve it.
2. Provide the following details:
   • The exact error message: Sorry, this device is not available right now. contact support.
   • The application display name and package name
   • The installed application version
   • Whether the error affects one device or multiple devices
3. Ask the vendor to investigate:
   • Backend service availability
   • Device or account registration status in their system
   • Recent infrastructure or authentication changes
   • Licence, subscription, or entitlement status

Verify: After the vendor applies a fix, reopen the application on the affected device. The error message should no longer appear. Esper device management functionality is not affected by this error and should remain fully operational throughout.

If the error appears in the Esper kiosk launcher

1. Navigate to Devices & Groups → [Device Name] and check the blueprint applied to the device.
2. Navigate to Devices & Groups → [Device Name] → Apps and confirm the application configured as the kiosk app is installed and up to date.
3. If the kiosk app is missing or in a failed state, re-push the blueprint by navigating to Devices & Groups → [Device Name] → Blueprint and selecting Re-apply Blueprint.

Verify: The device should exit the error state and return to the expected kiosk view within 5 minutes of the blueprint being re-applied.

If the error appears at the Android system level

1. Navigate to Devices & Groups → [Device Name] and confirm the device is Online and showing the expected blueprint.
2. Check the Activity Feed for any recent policy failures, app installation errors, or connectivity events that coincide with when the error first appeared.
3. If the device is offline or showing a provisioning error, attempt a remote reboot via Actions → Reboot and monitor whether the device comes back online.

Verify: The device should return to its normal managed state within 5 minutes of reconnecting. Confirm the error message is no longer visible on the home screen or lock screen.

If this doesn't resolve it

If the error persists after following all steps above, contact Esper Support with the following information:

• A screenshot of the error message and the screen context (app UI, home screen, or kiosk launcher)
• The device serial number or Esper Device ID
• The affected application name and package name
• The Activity Feed export from Devices & Groups → [Device Name] → Activity Feed covering the period when the error first appeared
• Confirmation of whether the issue affects one device or multiple devices

Still need help?

If the error persists after troubleshooting, submit a support ticket and include your device's serial number, the exact error message, and when the error first occurred.