IMEI and model number fields missing for iOS devices: enable IMEI column in device list view and use "Sync iOS device info"

iOS

Title: IMEI or model number missing for iOS devices — sync device info and enable column

When managing iOS devices in the Esper Console, the IMEI and model number fields may appear blank in the device list even after the devices have enrolled and checked in.

Why this happens

Esper does not automatically populate IMEI and model number data for iOS devices on enrollment. The IMEI column is also hidden by default in the device list view. Both conditions must be resolved independently: the column must be manually enabled, and a sync must be triggered to pull the hardware data from the device.

Before you begin

IMEI availability depends on hardware capability:

• Cellular-capable devices (iPhone, cellular iPad): IMEI will be available after a successful sync.
• Wi-Fi-only devices (iPad Wi-Fi, iPod Touch): These have no IMEI by hardware design. No sync will ever return an IMEI for these devices.

Step 1 — Enable the IMEI column in the device list

1. Navigate to Devices & Groups in the Esper Console.
2. Click Views → Customize List View. This controls which data columns are visible in your device list.
3. Locate the IMEI field and toggle it on.
4. Confirm the IMEI column now appears in the device list.

Step 2 — Sync IMEI and model number data

If the IMEI or model number is still blank for a cellular-capable device after enabling the column, trigger a manual sync:

1. Confirm the affected device is online and connected to Esper. Sync requests cannot reach offline devices.
2. Go to Devices & Groups and select the affected device.
3. From the device action menu, click Sync iOS device info.
4. Wait for the sync to complete, then refresh the device list view.

Verify: After refreshing, the IMEI and model number columns should display the device's hardware details within 2–3 minutes of a successful sync. If the device is cellular-capable and online, a blank IMEI after sync indicates a problem requiring further investigation.

Known limitations

The IMEI field is only visible in the Devices & Groups list view. It does not appear on the individual device overview page for iOS devices.

If this doesn't resolve it

If IMEI remains blank for a cellular-capable device after completing both steps, contact Esper Support with the following information:

• Affected device IDs
• iOS version on each affected device
• Device model (e.g., iPhone 13, iPad Air 5th generation)
• Whether the device has a physical SIM or eSIM installed

Still need help?

If enabling the IMEI column and syncing iOS device info doesn't resolve the missing fields, please submit a support ticket and include your device model, iOS version, and whether the issue persists after performing a sync.