Esper Agent update pipeline stuck in Processing state: retry on single device to isolate

Android

Improved title: Esper Agent update pipeline stuck in Processing — isolate and resolve

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When an Esper Software Updates pipeline is created to update the Esper Agent, the pipeline can become stuck in a Processing state indefinitely, with no devices listed, and the Promote button remaining disabled.

Why this happens

A pipeline enters Processing while the Esper Console queries all devices in the target group to confirm they are reachable and eligible for the update. If the group contains devices that are offline, unresponsive, or in an inconsistent state, the pipeline cannot complete this check and stalls. Retrying against a single known-online device confirms whether the cause is group-wide or a broader backend issue.

Steps

1. Confirm the pipeline is genuinely stuck. In the Esper Console, navigate to Esper Software Updates → Pipelines and open the affected pipeline. It is stuck if all three conditions are true:
   • The status reads Processing the pipeline. Devices will be displayed after the pipeline is promoted.
   • No devices appear in the pipeline view.
   • The Promote button is disabled after more than five minutes.
2. Discard the stuck pipeline. On the same pipeline page, select Discard to remove it entirely. This clears any queued state tied to that pipeline run so a clean retry is possible.
3. Identify a single online device from the original target group. Navigate to Devices & Groups, filter by the group you were targeting, and confirm at least one device shows a green Online status indicator.
4. Create a new pipeline targeting only that single device. Navigate to Esper Software Updates → Pipelines → Create Pipeline, select the Esper Agent update, and set the target to the individual device identified in Step 3 rather than the full group.
5. Monitor the new pipeline for five minutes. Watch whether the pipeline advances past Processing, devices appear in the pipeline view, and the Promote button becomes active.
6. Act on the result:
   • If the single-device pipeline succeeds: Promote it and confirm the updated Esper Agent version by navigating to Devices & Groups → [Device Name] → Device Info. Then create a new pipeline targeting the full group, ensuring all devices in that group show Online status before initiating.
   • If the single-device pipeline also stalls: The issue is not group-specific. Proceed to If this doesn't resolve it below.

Verify: The pipeline status should advance past Processing within five minutes, target devices should appear in the pipeline view, and the Promote button should become active. After promotion, the device's Esper Agent version shown in Devices & Groups → [Device Name] → Device Info should match the version you deployed.

If this doesn't resolve it

If both the single-device and group-scoped pipelines remain stuck in Processing, contact Esper Support and include the following information so pipeline logs can be reviewed:

• Pipeline name and run number for each attempt
• Timestamp of each attempt
• Target device ID(s)
• Screenshot or screen recording of the stuck pipeline showing the timestamp
• Confirmation that the target devices were showing Online status in the Esper Console at the time each pipeline was created

Still need help?

If retrying the update on a single device doesn't resolve the stuck Processing state, submit a support ticket and include the device name, update package version, and the exact timestamp when the update became stuck.